MagicFinServ Production Support Services
Product Development & Engineering

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.

Our Partners

Magic has built a strong eco-system of partners to ensure that we are able to provide high quality solutions to meet our client's every growing business needs and help them navigate complexity of environments & technology.

Our Partners

Magic has built a strong eco-system of partners to ensure that we are able to provide high quality solutions to meet our client's ever growing business needs and help them navigate complexity of environments & technology.