Growth of a Mailing Platform
USE CASE
Supporting the Growth of a Mailing Platform
Who is the client?
A leader in email delivery services, this platform has experienced exceptional growth. With a team of over 120 people worldwide, it has already helped send more than 27 billion emails.
Project Scope
This SaaS platform enables professionals to send both marketing emails (newsletters, promotional offers) and transactional emails (notifications, registration confirmations, order updates, invoices, etc.). The platform offers email design tools, high-volume email delivery, and real-time tracking.
What was IPSIP’s objective?
Due to its rapid success, the company faced difficulties scaling its infrastructure fast enough to match its growth, while still ensuring service continuity for users.
With a limited internal team at the time, the goal was to minimize incidents, allowing the client’s engineers to focus on API development.
Project technologies
- Emailing
- DNS
- SMTP
- API
- Google Cloud
- Hybride Solution
- SaaS Plateforme
- Infrastructure Security
Key expertise Provided
- Consulting and support for infrastructure deployment
- Data protection
- 24/7/365 monitoring
- SaaS platform supervision
- Level 1, 2, and 3 technical support
- Helpdesk
- ITIL processes
- Agile methodology
Key figures
1 billion emails sent per month
120 employees across 7 countries
Platform available in 4 languages: EN, FR, DE and ES
IPSIP's solution
- Consulting to redesign the infrastructure and transition to a hybrid architecture on Google Cloud
- Deployment of the new infrastructure on Google Cloud.
Dedicated team : 9 experts
- 1 NOC Manager - Level 1
- 5 NOC Operators - Level 1
- 1 Senior Administrator & Incident Manager – Level 3
- 1 Technical Support – Level 1
- 1 Technical Support – Level 2
Level 1: NOC (Network Operations Center)
5 team members operating 24/7/365 in rotating shifts (3 shifts/day; 1 person/shift).
The NOC Manager oversees team organization and performance monitoring.
Responsibilities
- Execute basic technical procedures
- Detect incidents and anomalies
- Analyze and resolve level 1 issues
- Alert and escalate to level 2 and 3 with initial diagnostics
- Monitor incidents until resolution
- Maintain and regularly update documentation and best practices
Skills
- Basic system and network knowledge
- Analytical, solution-oriented mindset
- Fluent in French and English (written and spoken)
Qualifications & Certifications:
- University degree in IT
- Average experience: 2 years
- Certifications: CCNA / MCSA / Linux
Level 2: Incident managers & Trainers
2 team members available during business hours, with on-call availability outside of working hours.
Responsibilities
- Analyze and resolve level 1 escalations
- Troubleshoot system and network issues
- Create procedures and train level 1 staff
- Escalate complex cases to level 3
- Manage account migrations
Skills
- Advanced system and network knowledge
- Procedure development, documentation, and training
- Experience with databases, server configuration, API, and cloud environments
- Analytical, solution-oriented mindset
Qualifications & Certifications:
- University degree in IT
- Average experience: 4 years
- Certifications: CCNA, Fortinet NSE4, NSE5, AWS
- Fluent in French and English (written and spoken)
Level 3: Network administrator
1 expert available during business hours, with on-call availability outside of working hours.
Responsibilities
- Provide consulting and support for deployment to Google Cloud infrastructure
- Ensure stable operation of the organization’s infrastructure
- Define security policies in collaboration with the client’s CISO team
- Analyze and resolve level 1 and 2 escalations
- Advise on database management
Skills
- Strong knowledge and experience in systems and networking
- Proven expertise in developing, maintaining, supporting, and optimizing core infrastructure: network, server, data communications, and telecom systems
Qualifications & Certifications:
- IT Engineering Degree
- Experience: over 10 years
- Certifications: AWS, CCNA, VMware, Google
- Fluent in French, English, and German (written and spoken)
Technical support
Technical support - Level 1
1 bilingual (French-English) team member working during business hours covering ICT slots.
- Handling tickets escalated from Level 1 (NOC)
- Analyzing and providing explanations or responses back to Level 1
- Escalating to Level 3 and following up on tickets beyond Level 2, reformulating and relaying answers to Level 1
- Categorizing tickets based on urgency levels and SLAs
- Strong knowledge and experience in systems and networking
- 2 years of hands-on experience with SMTP, DNS, and APIs
- University degree in economics or finance
- Experience: >5 years
- Certifications: AWS
- TOEIC score >850
Technical support - Level 2
1 fluent English speaker working during business hours covering ICT slots.
- Handling customer support tickets
- Drafting and sending responses to basic support queries
- Analyzing and escalating more complex tickets to Level 2 Technical Support
- Receiving analyses from Level 2 Support and reformulating replies into customer-friendly emails
- Monitoring ticket resolution progress
- Prioritizing tickets based on urgency and SLA commitments
- Background in technical customer service
- Basic IT knowledge
- Strong communication skills and ability to manage priorities
- Excellent written and spoken French and English
- University degree in linguistics, IT, or economics
- Experience: 2 years
- Certifications: TOEIC >850; DALF C1 (French proficiency)
Achieved results
We redesigned the infrastructure around a scalable cloud solution and supported the migration to Google Cloud. This included end-to-end assistance with the commissioning of the new infrastructure.
A strong focus was placed on infrastructure security and data protection, including defining security policies in collaboration with the client’s CISO team. We implemented real-time supervision tools for their SaaS platform.
Finally, we deployed 24/7/365 monitoring, gradually expanding our scope of intervention to now cover full incident management across Levels 1 to 3, supporting all teams within the organization.
- All Posts
- Anglais
- Digital reception kiosk
- Cloud
- Cybersecurity
- Cybersecurity
- Français
- France
- Non classé
- Plateforme Invoicing
- Growth of a Mailing Platform
- Politique RSE EKINOPS
- Network
- Tunisie
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