Application Management Support for Data Integration Platform

A $100B NYSE listed retail company needed round-the-clock support for its eCommerce data integration and reporting platforms. The customer required a dedicated team to engage in smooth transitioning from Go-Live to a Stable Steady State with ongoing production support.

Client Challenges and Requirements

• Need for a dedicated support team to streamline the development, maintenance and support areas within the eCommerce department
• To support ongoing growth in production of 1000+ processes with optimal resources
• Support Azure cloud migration and parallel runs with on-premise
• Proactively identify recurring issues, root cause analysis and fix
• Consistently produce knowledge documents and periodic updates

Bitwise Solution

• Provide support for production covering 40+ subject areas by forming an Agile team
• Maintenance, enhancements and support of 1000+ jobs per period
• Build and update Knowledge Repository
• Dark Data Element Discovery – Identify and cleanup of dormant jobs and dead code
• Fine-tuning long running jobs (code and scheduling optimization)
• Extensive reporting for complete insight of support health
• Addition of small effort enhancements and improvements along with support activity
• Driving weekly support discussion connects to discuss the support KPI and action items in terms of follow-up and root cause analysis

Tools & Technologies We Used

Key Results

End-to-end ownership model aligned with customer’s OKRs

Onshore involvement reduced to 10% for controlled costs

Consistent updates to Knowledge Repository

Achieved QoQ reduction in support efforts for optimal performance