The client

The client is the fastest-growing, award-winning provider of Enterprise Data Management (EDM) business applications to the buy-side. The client provides fully productized business applications that empower buy-side institutions to increase their business agility through strategic data management. Their best-in-class business applications combine pre-built packages of business workflows with a modern data management platform.

Business needs

• Being a global market player in the financial services, the client needs world-class responsive & effective support services for their global customer base.
• The client intends to migrate to a Multi-Tenant Cloud infrastructure that is designed to scale with all their customers who wish to move to software as a Service model (SaaS).
• This needs a single point of highly responsive support services for managing and monitoring their business applications, licensing & other operational activities.
• 24×7 support for the global customer base across multiple time zones.
• Centralized support across the organization to release support bandwidth from the core development team.

The challenges

• A high degree of complexity in the product & business applications.
• Multi-version support and solutions for different customers.
• Lack of documentation and standardized processes.
• Global Support Coverage.

Scope

• Incident & outage Management.
• Metrics & SLA Management.
• Build & Release management.
• Knowledge Management.
• Problem Management & RCA.
• Feed Management, Configuration changes.
• Product installation and environment set up.
• Governance & Reporting.

Magic FinServ’s solution

• Set up an offshore service center to provide 24/7/365 Monitoring and Support.
• Automated, SLA driven ticket tracking system.
• Provide an economical, flexible and  ITIL certified professionals.
• Faster Issue Assessment & resolution via runbook &  solution articles.
• Effective use of support tools & processes
• High first contact resolution rate.
• Expert Staffing, Domain experts to provide Level-2 support.
• Best Practice & Continuous Improvements.
• Improved operational efficiency via automation and process improvements.

Benefits

• Reduction in the total cost of maintenance & support.
• Expanded global coverage.
• Improved time to response, containing 80% resolution at the L1/L2 level.
• Release bandwidth for client IT team for more strategic initiatives.
• Continuously meet service expectations.