Reshaping Observability at EON: New Relic + OpenTelemetry

E.ON runs 1.6 million km of energy networks for 47 million customers across 17 countries. When something breaks, people lose power. Yet six different monitoring tools across IT, OT, and grid operations had no shared view of what was healthy, what was degrading, or what was about to fail.

Decentralised renewables were making the grid more volatile by the quarter. Alert fatigue was burning out on-call teams. Every incident started with the same question: which tool has the answer?

The fix was architectural, not incremental. OpenTelemetry became the single standard for traces, metrics, and logs, vendor-neutral by design. New Relic provided the platform layer: APM, infrastructure monitoring, Kubernetes auto-discovery via eBPF, and AI-assisted root cause analysis. For the first time, IT signals, OT telemetry, and grid state all flowed into one place.

Pathpoint mapped customer journeys, order flows, and backend services to shared KPIs. Grid operators got real-time state estimation and congestion detection. When an incident fired, it came with context: not just "this service is down" but "this is affecting X customers in their billing flow." That changed how teams prioritised.

Self-service dashboards and templates scaled observability to thousands of users without bottlenecking on a central team. A reusable onboarding playbook standardised collectors, alerts, SLOs, and dashboards across markets. New teams went from zero to production-grade observability in days, not weeks.

• Unified telemetry across cloud, Kubernetes, and grid assets, replacing six fragmented tools with one platform
• Faster incident detection and reduced MTTR through AI-assisted root cause analysis
• Business-aligned observability that ties every alert to customer and revenue impact
• Consistent SLOs and compliance-ready data lineage across teams and markets