Client: Private sector retail bank with 400+ branches
Service: IT Managed Services

Background

The client struggled with growing downtime across branches and ATMs, unmanaged patch cycles, and rising support tickets. In-house IT couldn’t scale with the speed and compliance demands of modern banking.

Our Approach

Teraluna provided 24/7 managed IT services spanning infrastructure monitoring, desktop support, and core banking application uptime SLAs.

Key Steps

1. Centralized NOC Setup: Real-time monitoring of ATM and branch IT across all zones.

2. Automated Patch Management: Reduced manual interventions and outages.

3. Incident Response Playbooks: Created category-wise SOPs, improving MTTR.

4. Ticketing Automation: Integrated ITSM tool (ServiceNow) for SLA-driven support across L1-L3.

Impact

• MTTR (mean time to resolution) dropped by 53%

• Endpoint issues reduced by 39% in 6 months

• Core banking uptime rose to 99.96%

• Support ticket closure SLA met 97% monthly