A leading global financial services company partnered with NuWare to ensure seamless operations across its critical business applications that supported day-to-day financial transactions, customer management, and regulatory reporting.

The client operated a complex, multi-vendor ecosystem with several mission-critical applications forming the backbone of its business operations. Any downtime, lag, or failure in these systems directly impacted revenue flow, customer satisfaction, and compliance.

To maintain consistent application performance, uptime, and user satisfaction, NuWare implemented a 24x7 application support and maintenance model aligned with ITIL-based processes, ensuring predictable performance, faster resolution times, and continuous improvement through automation and proactive monitoring.

Operating in a global market, the client relied on a heterogeneous set of systems and vendor-supplied applications, each critical for daily operations. Ensuring high availability, performance, and stability across this diverse landscape posed several challenges:

• 1. System Heterogeneity – Managing multiple applications built on different platforms and technologies required specialized support capabilities.
• 2. Operational Dependencies – The client’s core business operations were heavily reliant on these systems, demanding near-zero downtime.
• 3. Performance Bottlenecks – System load fluctuations and latency issues occasionally affected application response times.
• 4. Reactive Support Model – The client’s existing approach was reactive, with limited automation or root cause analysis to prevent recurring issues.
• 5. Limited Visibility – The management lacked consolidated reporting on incident trends, performance metrics, and SLA compliance.

To address these challenges, the client needed a proactive, round-the-clock support model that combined automation, visibility, and continuous optimization.

NuWare designed and delivered a 24x7 onsite-offshore support model tailored to the client’s SLA requirements and operational priorities. The solution provided end-to-end application availability across all server infrastructures while ensuring compliance with ITIL standards.

1. Comprehensive Support Coverage
NuWare’s support encompassed all layers of the client’s ecosystem — including application, database, and infrastructure. The services were anchored around:

• • Incident Management – Rapid triage, categorization, and prioritization of issues.
• • Problem Management – Root cause analysis to minimize recurrence of defects.
• • Change Management – Structured release management to ensure stability during upgrades or patches.

2. 24x7 Automated Monitoring

• • Implemented continuous monitoring for application performance, availability, and health.
• • Integrated automated alerting mechanisms for faster incident detection and escalation.
• • Enabled round-the-clock support coverage across onshore and offshore teams, ensuring consistent response times regardless of time zone.

3. Multi-Tier Support Services
NuWare’s application maintenance and support services included:

• • Error tracking and debugging
• • End-user support and technical troubleshooting
• • Application upgrades and enhancements
• • Web content updates
• • Quality assurance and regression testing
• • Documentation development and maintenance

4. Internal Tools and Knowledge Systems

• • Leveraged NuWare’s proprietary issue tracking and knowledge management system to record incidents, resolutions, and preventive actions.
• • Ensured transparency by giving the client full visibility into ticket lifecycles, system health, and SLA performance via dashboards and reports.

5. Continuous Improvement through Analytics

• • Used trend analysis to identify repetitive issues and proactively escalate them to development teams.
• • Automated common issue resolutions to reduce manual effort and improve turnaround time.

NuWare’s engagement resulted in enhanced reliability, cost savings, and faster resolution cycles across all supported systems.

• 1. Improved SLA Compliance
  • • Achieved 95% SLA resolution rate, exceeding client expectations.
• 2. Proactive Issue Reduction
  • • Reduced user issue tickets by 40% by identifying and escalating recurring problems to the development team for permanent fixes.
• 3. Cost Optimization through Offshoring
  • • Leveraged the onsite-offshore delivery model to achieve significant operational cost reductions.
• 4. Enhanced Visibility and Governance
  • • Delivered real-time visibility into maintenance activities and performance metrics.
  • • Established structured reporting mechanisms for senior management review.
• 5. Increased Functional Value
  • • Delivered more functionalities than initially scoped, adding long-term value for business users.
• 6. Faster Ticket Turnaround
  • • Implemented a robust follow-up and escalation process, reducing average resolution time and improving end-user satisfaction.

NuWare continues to work closely with the client to enhance support through:

• • Predictive maintenance using AI-based anomaly detection.
• • Further automation of recurring tasks and system health checks.
• • Integration of DevOps and support functions for continuous delivery and improvement.
• • Cloud migration strategy for scalability and flexibility in global operations.

These initiatives are designed to create a self-optimizing, transparent support environment that ensures business continuity and resilience.