The bank faced significant challenges, including application performance issues, login failures during peak hours, and frequent downtimes, which impacted customer experience. Critical systems lacked adequate monitoring, and SSL certificate expiry was not tracked, causing disruptions. Additionally, insufficient data for resource planning hindered operational efficiency and growth.
Overview
India’s largest bank faced several operational challenges, including performance issues with applications, login failures during peak periods, and insufficient monitoring. These problems led to customer dissatisfaction and impacted business performance. Tech Mahindra provided a comprehensive solution using Dynatrace, which enhanced system performance, improved monitoring, and ensured better business continuity.
Client Background & Challenges
Our Approach and Solution
Tech Mahindra implemented a powerful solution using Dynatrace’s HA premium setup, providing comprehensive monitoring and visibility across the bank's IT landscape. The key steps included:
- Real-time Dashboards: Deployed 13 CXO dashboards and 8 journey-specific dashboards for services such as INB, EIS, UPI, and YONO, enabling performance tracking across the board.
- ITSM Integration: Integrated with BMC Remedy ITSM and BMC TrueSight for monitoring, enabling seamless incident management and alerting.
- End-to-End Monitoring: Deployed Dynatrace extensions across 8 critical systems, including databases, firewalls, network devices, load balancers, and storage systems, ensuring full coverage of the IT infrastructure.
- AI-Driven Insights: Utilized Dynatrace’s AI-powered diagnostic tools to perform in-depth event and code analysis, improving root cause identification and speeding up issue resolution.
- Unified Monitoring: Integrated critical network devices into Dynatrace One for unified observability, enhancing network and application performance management.
- Comprehensive Coverage: The solution covered 13 departments, 10,955 host units, and 50 applications, ensuring thorough monitoring and real-time performance analysis.
Business and Community Impact
Tech Mahindra’s solution delivered tangible results:
- Improved operational efficiency with 15 real-time dashboards for proactive issue resolution.
- Reduced Mean Time to Repair (MTTR) by 50% using Dynatrace AI engine for faster problem resolution.
- Achieved 100% availability and seamless data synchronization, ensuring business continuity.
- Automated ticket allocation and incident management, enhancing response times and reducing manual effort.
- Optimized disaster recovery (RPO/RTO) with automated switchover in less than 15 minutes.
Enhanced system performance through real-time root cause analysis and the Device Data AI Engine