Banking institution strengthens IT team to accelerate digital transformation
We have a long-standing partnership with our banking client
Aubay is a long-standing partner and through it we share various types of services, projects and outsourcing.
Aubay provides all the support and maintenance for a large package of applications used by the client.
One of the major objectives achieved with this operation is the fact that the client has no worries about maintaining a fully dedicated team within its structure, managing changes in work, in the team itself, or in knowledge between the various resources.
All the risks associated with this activity, as well as their management, have been transferred to Aubay.
Aubay is committed to achieving specific service levels according to each process:
Resource management;
Quality management;
Incident management;
Change management;
Request management.
The Aubay team is available throughout the process
This service consists of providing a multidisciplinary team capable of supporting and guaranteeing the quality and proper functioning of the applications made available to its users, both internal and external.
The Aubay team intervenes in the resolution of incidents through tickets registered on the JIRA platform. The fulfilment of fixed SLAs for each defined KPI is ensured.
KPIs monitored
Total number of tickets;
Total number of incidents;
Average resolution time;
Number of overdue tickets;
Ticket/incident resolution rate;
Resolution rate with just one iteration;
Rate of requests delivered;
Number of incidents reported in less than 15 minutes
