Shared observability unites tech and business, building trust and resilience.
“DevOps isn’t just about faster releases—it’s about shared accountability. When business teams see the same metrics as tech, silos collapse and trust scales.” ~ Goutam Datta Chief Information & Digital Officer, Bajaj
Allianz Life Insurance.
At Bajaj Allianz Life, we are moving past the idea that digital experience is about UI or page speed. For us, experience is measured by what the customer doesn’t notice—no delays, no disruptions, no confusion. That invisible smoothness is what observability must enable. But here’s the reality: for a long time, observability was an IT-only concern. And that created more problems than it solved.
We had a classic disconnect: issues were being fixed by tech, but business teams never saw what was going wrong—or being made right. So even when we solved problems fast, business was left out of the loop. That creates friction, mistrust, and confusion during every incident review or RCA.
We are working to change that by making core process observability visible to business stakeholders. We started surfacing experience dashboards for them—showing real-time signals on transaction drops, conversion lag, queue buildups, and system responsiveness. Suddenly, business leaders didn’t have to ask us what went wrong. They could see it themselves.
This created a new kind of partnership. Not only were we resolving issues faster, we were now collaborating on which metrics mattered most. And more importantly, we were learning that the most valuable observability doesn’t start with “What went wrong?” It starts with “What outcome are we trying to protect?”
Of course, all this is easier said than done. We work in a complex hybrid ecosystem—legacy systems, new-age APIs, SaaS platforms, partner integrations, and highly variable customer journeys. And observability must stitch across it all. Without unified context, signals become noise, and alerts become distractions.
Another challenge we face is diagnosing issues at the edge—at the partner layer, in B2B2C journeys, or in hybrid mobile-desktop flows. When a distributor or agent can’t complete a transaction, we need to know why—immediately, and without relying on logs we don’t control.
We’re also investing in dashboards built for journey health, not just system uptime. And we’re moving toward self-healing patterns wherever we can—auto-scaling queues, clearing stale sessions, restarting hung services—before the user even notices a glitch.
But perhaps the biggest learning has been cultural: observability must be democratized. If the only people who understand the system are in the NOC, you haven’t built resilience—you’ve created bottlenecks. The more we bridge the view between tech and business, the more proactive, accountable, and aligned we become.
Because when everyone can see what’s happening, you don’t need to explain your SLA—you just deliver it.