Multinational Pharma China AIOps and Compliant Data Centre Operations

Challenge

China IT was managed remotely by global HQ with only six local staff covering GxP data rooms, a nationwide office network and cloud. Eleven monitoring tools generated 15,000 alerts a month with under 5% actionable, and major incidents took three hours to diagnose. Global HQ required English reporting and audit evidence from any local vendor.

GSS scope of responsibility

GSS owned managed operations of the China network, two GxP facilities and public cloud, the AIOps platform build, nationwide office field delivery, and bilingual reporting and audit packs to global HQ. GxP processes, SOPs and audit responses were owned by the customer quality and IT teams.

Solution

GSS took over managed operations of the China network, data rooms and cloud, built an AIOps platform for alert consolidation, correlation and root-cause analysis, deployed a compliance-document AI assistant for GxP change and audit work, and provides nationwide office field engineering with bilingual monthly reports and audit packs for global HQ.

Background

The company’s China footprint spans Shanghai HQ, a Suzhou manufacturing site, Beijing R&D and 40 offices. Infrastructure is governed from European HQ, with a six-person local IT team responsible for two GxP-regulated data rooms, the national office network and public-cloud resources.

Eleven monitoring tools produced around 15,000 alerts a month, fewer than 5% of them actionable, exhausting the on-call rota; major incidents averaged three hours to root cause. Global HQ also required English operational reporting from local vendors and complete change and access evidence at every annual audit.

Solution

Managed operations and compliant infrastructure (traditional network business)

• Operations takeover: GSS assumed day-to-day operations of both GxP data rooms (network, servers, storage, facilities), the 40-office WAN and public-cloud resources, with a 7×24 NOC and bilingual service desk.
• Office network standardisation: all 40 offices on one SD-WAN design interconnected with the Suzhou MES circuit and Shanghai HQ data centre; GSS field engineers handle replacements and annual inspections.
• Compliance process: every change follows the GxP “request → risk assessment → approval → implementation → verification” flow, executed through the bastion host with full logging; quarterly access and change audit packs are delivered to HQ.
• Cloud and AI-call governance: public-cloud accounts brought under unified governance for baseline checks, chargeback and idle-resource clean-up; LLM calls from the compliance document assistant are routed through the GSS Unified AI API Gateway with per-department quotas and a full audit trail.

AIOps and compliance AI assistant (AI business)

• Alert consolidation and noise reduction: all eleven tools feed the AIOps platform, where de-duplication, time-window aggregation and topology correlation compress alerts into incidents; a classifier trained on historical handling records assigns priority and owning team automatically.
• Root-cause analysis: network topology, application dependencies and change records form a knowledge graph; on failure the platform traces dependencies and recent changes to propose ranked root-cause candidates with confidence scores.
• Trend forecasting on data-room temperature / humidity, storage capacity and link utilisation gives 7–14 days’ notice for expansion or maintenance.
• Compliance-document AI assistant: an on-premises LLM application loaded with GxP SOPs, change history and past audit Q&A. When engineers draft a change request it surfaces the SOP clauses to cite and the right risk-assessment template; during audits it retrieves evidence chains against auditors’ questions. All generated content requires human confirmation before use.

Results

Metric	Before	After
Monthly alerts	~15,000	~1,800 incidents (−88%)
Actionable alert rate	< 5%	> 60%
Major-incident root cause	~3 h	~25 min
Change-request drafting	~2 h	~30 min
GxP audit findings	4 at previous audit	0 in both 2024 and 2025
Local team overtime	~120 h / month	~25 h / month

GSS has served the account since 2023; the AIOps platform completed full onboarding in December 2024 and the contract has been renewed through 2027.