End to end support for Pega applications

Situation 

This customer, a global managed healthcare and insurance company, needed global 24/7 support and maintenance for four critical applications on Pega. 

Approach & Solution

Wipro created a team to handle the entire operation in an onshore-offshore model with SLA targets. We do the Review and Analysis for existing performance issues with fix recommendations, and we 

• Provide proactive monitoring and server management to ensure availability and performance, including daily server monitoring, real-time monitoring and application maintenance, and SLA monitoring to check agent and listener status. 
• Leverage Dynatrace to setup monitoring dashboard for Incidents and Splunk alerts 
• Provide release management support with Pipeline creation for Automated deployment – 7+ releases per month 

Results 

This team has enabled automation, proactive problem management, and service improvement to reduce effort.

• Solution Setup -  4 Clusters (1 for each application) with 37 nodes maintenance
• Technology stack -  PEGA 8.6 , Dynatrace, Splunk, MQ 
• 10% YoY ticket volume reduction 
• 100% incidents SLA last 2 years (1,800 tickets annually)
• Supports ~900k daily transaction volume 
• ~4,000 Pega user access and security maintenance