Finacle solutions are at the nerve center of a bank’s operations and constitute a mission critical element in the bank’s business organization. With customers demanding speed, convenience, differentiation and superior service, it is critical to ensure that ongoing and timely support for Finacle guarantees its high availability, high performance and high service levels.
Consistent processing of incidents arising from day-to-day operations to restore normal service operation in the shortest span of time, significantly minimizing business impact.
Managing and tracking issues impacting service. It also entails identifying workarounds
Seeking technical, architectural and functional information from Infosys Global Support Centre for optimal issue resolution
An iterative process to systematically identify, tune and eliminate bottlenecks in the Finacle suite of applications till it meets defined performance objectives
Assessment of the impact of a change in the technical or business environment on the Finacle suite of applications and preparation of contingency plans to mitigate the impact of the identified issue
Trend analysis and planning to maximize service efficiency and identify potential problem areas, before critical business operations are interrupted
Documentation of errors frequently committed by users in the course of day-to-day operations with the recommended procedures to prevent their recurrence
Periodic monitoring of Finacle application services to detect and respond appropriately to problems
Planning, coordinating, drafting and monitoring Service Level Agreements (SLAs) to ensure that the benchmarked service quality is maintained and gradually improved