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 


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