Production Support and Issue Resolution​

SITUATION​

A global bank required ongoing production support and defect resolution for their online and mobility systems. The key objectives of this initiative were to receive daily issue resolution, progress reporting and leadership of resources. ​

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We deployed a team consisting of production support managers, java developers and technical business analysts to accomplish a variety of technical deliverables and activities. Our solution included direct responsibility of the following:​

• Support, identification, resolution and reporting of defect metrics​

• Day-to-day management of assigned development projects and allocation of work​

• Communication of weekly status (progress and timelines) to management and Program Management Office​

• Prioritization of multiple deliverables across all software development projects​

• Escalation of critical issues on project deliverables to appropriate client stakeholders​

• Monthly meetings to discuss issues, risks, successes and other topics by utilizing the client’s standardized tracking and reporting tools​

• Budget issue resolution and financial reporting to include monthly estimates-at-completion ​

• Risk metrics documentation and recommendations​

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RESULT​

Our team continues to complete all development and issue resolution on time, within budget and at a very high client satisfaction rating. As a result, the engagement was extended and out of scope services increased.​