About the Client
A leading financial services provider in India, the client manages over ₹416,743 crore (~$49 billion) in assets and serves more than 101 million customers. Renowned for its innovation and technology-led financial products, the client operates in a high-performance environment that demands precision, agility, and resilience from its IT service partners.
The Challenge
Despite its scale and success, the client’s operational landscape presents unique challenges:
- High-pressure environment: Frequent last-minute activities and demanding expectations risk employee burnout and attrition.
- Talent acquisition hurdles: Niche technical skills like Azure Kubernetes Service (AKS) expertise are hard to find, making hiring both time-consuming and cost-sensitive.
- Geographic constraints: Location-based limitations reduce the available resource pool, necessitating a more strategic hiring approach.
The Solution
Blazeclan implemented a robust service delivery framework designed to balance responsiveness with long-term sustainability. Key initiatives included:
- Streamlined client interactions to reduce friction and improve efficiency.
- Tenure-cost fitment optimization to align hiring with budget and experience requirements.
- Requirement-driven sourcing model to overcome geographic limitations and ensure skill alignment.
- Strategic cloud migration support, preparing for the client’s transition from Azure to AWS.
- Application monitoring enablement, enhancing visibility and control across digital infrastructure.
The Outcome
The engagement has delivered measurable operational and strategic benefits:
- Near-perfect SLA compliance, even while managing over 6,000 monthly tickets across incidents, service requests, and change requests.
- High infrastructure reliability, with backup success rates near 100%, strong patching compliance, and consistently high uptime.
- Proactive infrastructure oversight, managing over 600 Azure endpoints without major incidents.
- Automation-led efficiency, freeing up resources for innovation through automated backup, patching, and reporting.
- Strategic trust, with Blazeclan’s performance earning credibility with the client’s top leadership and enabling future digital scale-up.
Technology Stack
- Cloud Platforms: Azure, AWS (migration in progress)
- Containerization & Orchestration: Azure Kubernetes Service (AKS)
- Monitoring & Automation: Custom tools for backup, patching, and reporting
- ITSM: Ticketing and SLA management systems
- Infrastructure Management: Endpoint oversight, uptime monitoring