Case Study: CBT Infotech’s Successful Deployment for a Banking Project

Company Profile: CBT Infotech an ISO 9001:2015 Certified Organization and 100% Compliance Company is a leading IT services provider specializing in delivering customized solutions across various industries. The company is renowned for its expertise in application support, infrastructure management, and advanced technology solutions.

Project Overview: CBT Infotech was engaged to provide comprehensive support for a banking project. The scope included the deployment of 26 resources along with 2 backup resources, who were tasked with managing and supporting various applications crucial to the bank’s operations.

Scope of Work: CBT Infotech’s resources were selected based on their expertise in the following areas:

1. PL/SQL / ORACLE
2. Unix Shell Scripting
3. WebLogic / WebSphere Application Server (WAS)
4. DBA Activities
5. IIS Admin Activities
6. Knowledge of DevOps
7. Banking Product & Process Knowledge (Preferred)
8. Planning and Organizing Skills
9. Strong Communication
10. Good in Analytics

Key Activities Handled by CBT Infotech:

1. Troubleshooting & Incident Management:
   • Resolving application-related calls, incidents, and requests efficiently.
   • Logging and addressing issues with suppliers and internal teams.
2. Reporting & Documentation:
   • Preparing and presenting periodic MIS Reports for incidents and request calls.
   • Maintaining a knowledge base for repetitive issues and solutions.
3. Monitoring & Coordination:
   • Monitoring application parameters and submitting daily reports.
   • Coordinating routine activities like data purging and patch updates on servers.
4. Support & Improvement:
   • Conducting SIT (System Integration Testing) and supporting UAT (User Acceptance Testing).
   • Participating in RCB (Release Change Board) for approvals and change documentation.
   • Initiating performance and process improvements and proposing enhancements.
5. Additional Responsibilities:
   • Managing OS and DB patches across all environments.
   • Participating in minor projects and handling security and vulnerability patches.

Team and Responsibilities:

1. Team 1: OBP/STP Services (Middleware)
   • Responsibilities: Monitoring app dynamics, troubleshooting production issues, managing ticketing, and resolving website issues.
2. Team 2: SOA Support (Web-Logic)
   • Responsibilities: Monitoring JVM health, resolving data issues, handling queries via email and ticketing, and managing Oracle Service Bus.
3. Team 3: CLIMS (Collateral Limits and Management)
   • Responsibilities: Data extraction, DB patching, server monitoring, resolving queries, and vendor coordination.
4. Team 4: ALM & NEFT/RTGS
   • Responsibilities: Monitoring ALM batch processes, testing, production support, and working on NEFT/RTGS applications.
5. Team 5: 180 Applications –Wholesale Service Offering
   • Responsibilities: Ticket resolution, monitoring applications, maintaining daily and monthly reports, and managing escalation.

Achievements

1. Ticket Closures:
   • June 2023: 2004 tickets resolved
   • July 2023: 2949 tickets resolved
   • Notable: None of these tickets required escalation
2. Training Accomplishments:
   • CBT resources completed training in SNOW, Autosys, CyberArc, JIRA, and Intense Application, enhancing their skills and capabilities.
3. Escalations and SLA Achievement:
   • No significant escalations occurred
   • Achieved an impressive uptime rate of 99.99%, meeting all Service Level Agreements (SLAs) effectively.
4. Stability and Workforce:
   • No instances of back-outs or resignations, contributing to consistent project progress and stability.