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
