OVERVIEW

The client partner is a leading provider of payment processing services for merchants, independent organizations and various financial institutions located across the globe. The company offers payment processing solutions for credit and debit cards, gift cards, etc. Being one of the Fortune 1000 companies, the client faced several challenges such as the need for a uniform platform to support and monitor the three-tier application with a Web, Reporting and Database component across various regions globally. The expert team of engineers at Bitwise offered a solution to the client’s challenges, which resulted in improved system stability, additional applications under support with a nominal increase in resource count, improved turnaround time for incidents and end-user requests, and high customer satisfaction.

CLIENT CHALLENGES

The first challenge that the client faced was the need for a uniform platform to support and monitor a three-tier application with web, reporting, and database components. The client operates globally, and their application is used in multiple regions. This means that they needed a platform that can support their application in different regions while maintaining consistency and reliability.

To solve this challenge, the client needed to identify a suitable platform that can provide the necessary support for their application in all regions. They also needed to ensure that the platform is scalable and can handle the load of their application.

The second major challenge was the need to merge the applications of a newly acquired company. This means bringing in all the applications and environments under one umbrella. This was a complex process that required careful planning and execution to ensure a smooth transition and minimal disruption to the business operations during the process.

The third big challenge was the need to cross-train the resources over age-old technology. This means building the expertise required to maintain the application and remove redundancy. The age-old technology may not be supported by the vendor anymore, making it difficult to find resources with the required expertise.

BITWISE SOLUTION

Bitwise offered a solution to the client partner’s challenges, which resulted in improved system stability, additional applications under support with a nominal increase in resource count, improved turnaround time for incidents and end-user requests, and high customer satisfaction.

• The solution involved expanding the existing scope to cover the new applications post-acquisition. The team now supports over 3500 jobs Vs. over 2500 jobs initially, providing additional applications under support with a nominal increase in the resource count.
• Bitwise implemented a training plan focusing on cross-knowledge within the same technology domain, ensuring efficiency and reduced dependency. The training plan allowed the resources to build their expertise in age-old technology, reducing redundancy and improving efficiency.
• Bitwise provided 24×7 end-to-end application support along with onsite on-call support covering US, UK, and APAC regions. The on-call support ensured that any incident or end-user request was addressed promptly, resulting in improved turnaround time and high customer satisfaction.
• Bitwise implemented a process to reduce the IM ticket queue count by closing aged tickets. Additionally, Bitwise introduced a user template for reporting IM for faster turnaround, allowing the resources to address incidents or end-user requests promptly.
• With the handover and warranty support process for new installs, we ensured close coordination with development teams, resulting in improved system stability.
• Our team of Bitwise experts proactively identified job failures and applied permanent fixes, thereby improving system availability. Corrective and preventive actions and measures were put in place, resulting in improved system stability. Bitwise identified 37 process improvements, saving 600 hours and resulting in reduced manual intervention.
• Proactive identification of job failures and applying permanent fixes to improve system availability and implementing corrective and preventive measures to enhance system stability. These measures include automated monitoring, detailed logs, regular testing, system audits, ongoing staff training, and the use of best practices and standards for system design and management. By taking a proactive approach to system management, we prevented downtime, reduced the frequency and impact of disruptions, and improved system reliability and performance.

TOOLS AND TECHNOLOGIES USED