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Case Study: Managed IT Support Services for a Digital Bank

Business challenge

Our client, an Abu Dhabi-based pioneer in trade finance, set their sights on becoming the first digital trade banking institution in the world. To completely revamp the way they run business, they contracted with Intellias to assess their existing processes, policies, systems, and documentation. While conducting this comprehensive assessment, we applied our knowledge, expert judgment, and industry best practices to suggest a roadmap for transforming our client’s business into a mature digital bank with automated operations.

Based on our proven expertise setting up enterprise solutions for the banking industry, our client trusted us with delivering a package of solutions including development of and managed IT support services for their cloud-based platform without on-premises infrastructure.

We were also challenged to quickly ramp up the team and kick off the project to enable the rapid creation of an entirely new product by turning a new strategy and cutting-edge technology into a highly sophisticated solution.

Managed IT support services delivered

The Intellias Service Desk and Tech & Infrastructure Support teams helped our client accelerate their business growth with fully managed IT support services. Within one month of signing a contract, we launched a comprehensive multi-level support service covering help desk tasks, ongoing maintenance, and continuous improvement of our client’s IT infrastructure. Our IT Support services team acts as a liaison among all third-party vendors responsible for the development of banking, security, payment gateway, compliance and blacklist, and other solution components.

Our team of 30 specialists can cover all of our client’s support operations and provide round-the-clock services. As the bank’s operational team is headquartered in Abu Dhabi, there’s a gap between their business hours and those of the Intellias team. One of our main tasks was to ensure that the high number of requests created on Sunday — the first business day of the week in the UAE — are processed without any delays.

Read the full article by Intellias HERE. For more resources, visit the Holland FinTech dedicated insights page here.

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