Establishing a Remote Monitoring Solution for a Central American Bank

A MAJOR BANK IN CENTRAL AMERICA URGENTLY REQUIRED A SYSTEM THAT REGULARLY PERFORMED MONITORING AND MAINTENANCE ACTIVITIES FOR THEIR CORPORATE DEVELOPMENT ENVIRONMENT AND SYSTEMS.

USING A UNIQUE DELIVERY MODEL CREATED ACCORDING TO THE CLIENT’S SPECIFIC REQUIREMENTS, INTERTEC DEVELOPED AN ALL-IN-ONE SOLUTION THAT ALLOWED FOR INCREASED PERFORMANCE AND ACCURATE REPORTING.

The Client's Challenge

A major Central American bank required processes, procedures, and a support team to perform monitoring and maintenance activities for their corporate development environment and systems. It required an all-in-one solution that provided the following services: support for recurring services to monitor and support the bank’s existing systems, on-demand services to support new demands and development requests, an active IT support team, weekly status reports of servers, resources, SLAs, and ticket resolutions, and a monthly list of recommended changes for the bank’s development environment.

Our Solution

To guarantee an alignment with the client’s goals, Intertec designed a service delivery model to analyze the bank’s current systems and processes and introduced necessary changes to optimize their performance. As part of this model, a remote support team was established at Intertec’s nearshore technology center in San Jose, Costa Rica to monitor the bank’s current systems and environment in an effort to establish a corporate development environment that met the bank’s strategic objectives.

Once the delivery model was created, Intertec proceeded to create the final solution: first, a remote support team at Intertec’s nearshore technology center was tasked with monitoring the bank’s systems and environment. Next, an analysis of the bank’s systems was made and performance optimization recommendations were developed. Afterwards, policy manuals and operating instructions were built to guarantee the process was implemented effectively. Finally, optimization processes were executed to upgrade server performance, including stabilization processes, server analysis, and patch applications.

Value Obtained

  • Once implemented, the service delivery model has allowed our client to constantly improve their current systems and processes, therefore increasing operational performance and efficiency.
  • Additionally, the bank’s system is now fully documented with the required user instructions, and the servers and environment have been optimized with the necessary patches.