| Application Operations Support for Leading Global Bank (Fortune 100 Company) |
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The Client |
| Our client is one of the largest financial services institutions in the world |
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The Challenge |
| The client wanted to reduce the load of operational support from its Application Architecting team in order to make them fully available for new development projects |
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The Solution |
Our solution included:
- 16x5 Level 1/Level 2 Application Operations Support from offshore for 18 enterprise applications including BI Applications, Web Application Servers, Document Management Packages and ERPs
- Support activities include:
- Project/Code Releases to UAT and Production
- Handling off-hour calls for emergency release
- Create/Modify/migrate Users, Groups & Reports and analysis of logs
- Addressing user queries on assigned roles and application logging problems
- Managing users request for additional software's/plug-in's
- Escalations of issues to Level 3 support (Application Architects) which are out of scope or cannot be resolved by offshore team
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The Benefits |
The benefits included:
- Transitioning of application operations executed completely from offshore
- 100% offshoring of application operations support with an average of 700 tickets being handled per month by the offshore team
- Improvement in response time SLAs for all types of ticket
- Creation of centralized knowledge portal for operational support
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