Embedding 24x7 Operational Resilience into the IT Backbone of a Leading Retailer

For this large U.S. retailer, IT systems are inseparable from daily business operations. Pricing updates, inventory replenishment, pharmacy systems, fuel pricing, and e-commerce all depend on platforms that must operate continuously. As the business expanded, the demand for 24x7 system availability intensified while internal IT teams were under pressure to modernize and support new initiatives.

Client Challenges and Requirements

• Always-on operational demands — core systems supporting stores, supply chain, pricing, and pharmacy required uninterrupted availability.
• Limited internal capacity for round-the-clock support — internal IT could not provide 24x7 support and drive modernization simultaneously.
• High stakes for failure — outages carry direct revenue, margin, and compliance risk.
• Need for accountable ownership at scale — traditional outsourcing models lacked embedded ownership required for complex environments.

Bitwise Solution

• Embedded teams directly into the retailer's IT environment, operating as an extension of the internal organization.
• Structured engagement around clearly defined SLAs and incident management responsibilities with end-to-end ownership.
• Scaled from a small core team to more than 100 resources, providing 24x7 operations capacity.