Client Background

Client: American multinational financial services

Industry: Financial services

Products or Services: Credit cards, payment systems

Geography: Worldwide

Number of customers: Banks and financial institutions

Total annual revenue: US$16.88 billion (2019)

Challenges

The client was expecting more process-based automation. It also wanted to incorporate automation into its operations, so that the company’s resources could invest their time and effort in strategic tasks. This would also reduce the probability of business loss due to manual errors.

 Solutions

Wipro leveraged its ServiceTheater team to use emerging technologies: Ansible and Chef to automate and meet the requirements of the customer. Automation assets were defined, developed, and tested within the organization’s security and compliance boundaries, through a period of six months. Wipro standardized its automation platform technology tower map across the enterprise. The solutions addressed the customer’s automation needs around the following functions:

1. Standardization of execution methodology.
2. Minimal to zero manual intervention in UNIX, storage, and backup technology towers.
3. Automated delivery and execution of repetitive tasks.

The solution was implemented across the entire IT managed services division of the enterprise.

Business Impact

1. The efficiency of storage technology skills around L2 and L3 levels improved by 50%. The storage operations teams could now concentrate on strategic tasks such as relationship building, faster closure of P1 incidents, reporting etc.
2. Over 60% of backup technology skills around L2 and L3 levels were diverted to focus on strategic tasks.
3. There was a 70-80% reduction in manual tasks performed during various storage and backup operations and up to 100% reduction in certain backup operations.

The client’s business goals and expectations were successfully met. It contributed towards the enterprise’s target of achieving a TCO reduction of 25%. It also helped the customer to significantly improve the efficiencies of the remaining team members. The solution enabled the customer to achieve a standardized delivery and execution methodology, and significantly reduce manual interventions, thereby reducing any threats of business loss due to configuration errors on production systems.