Case Study

How UST Modus helped SBI sustain secure, SLA-driven Finacle operations across international banking environments

OUR CLIENT

State Bank of India (SBI) is one of India’s largest banking institutions, with a broad domestic and international footprint and a complex core banking environment that supports multiple products, channels, and regulatory requirements. To maintain service continuity across this environment, SBI needed a partner that could provide dependable Finacle application management services, support customization needs, and sustain production operations under strict SLA commitments.

THE CHALLENGE

Supporting a complex, multi-country Finacle environment at scale

SBI needed ongoing Finacle AMS Support for a large and demanding international core banking environment. This was not just a routine maintenance requirement. The bank needed a partner that could help sustain business continuity, adapt the platform to evolving needs, and support production systems across a complex operating model.

Key business and technology challenges included:

• Managing annual maintenance services and customization support for Finacle CBS products in a live banking environment
• Supporting a broad application estate across the Finacle suite, including Core, FEBA, and C24/CSIS
• Handling the complexity of development, installation, and configuration across multiple countries
• Addressing country-specific regulatory and security requirements without disrupting core operations
• Meeting turnaround time expectations under SLA commitments
• Maintaining adherence to SDLC standards while supporting ongoing enhancements and production issues
• Navigating the deep functional and technical complexity of multiple banking products, modules, and configurations
• Supporting interfaces tied to critical transaction channels such as ATM, NEFT, RTGS, and SWIFT

For SBI, the business risk was clear. A delay in support, a weak customization model, or inconsistent issue resolution could affect service continuity, alignment with compliance, and the speed at which the bank can respond to operational demands.

THE TRANSFORMATION

Delivering structured Finacle application management and support for SBI

UST Modus deployed a dedicated team at SBI-ITFO in Navi Mumbai to provide Finacle application management services, implementation support, custom development, and production support from 2015 onward. The engagement combined platform expertise, operational discipline, and bank-specific customization support to help SBI sustain and evolve its core banking environment.

UST’s scope of work included:

• Providing Finacle CBS support services for implementation, configuration, custom development, and production support
• Delivering installation and configuration support for the Finacle suite, including Core, FEBA, and C24/CSIS applications
• Setting up services based on bank requirements, including post-installation configuration on Connect24 servers
• Configuring CBC sections and required third-party integrations
• Setting up and configuring required interfaces
• Implementing security requirements as part of the application setup
• Supporting key banking modules such as CASA, TD, GL, and Loans
• Supporting channel and interface transactions across FI and Connect24 environments
• Resolving issues through log analysis, data extraction, workarounds, and permanent product fixes
• Assisting SBI users during user acceptance testing
• Developing customized code based on bank requirements
• Fixing defects arising from customized code and scripts
• Supporting product development and customization teams in designing appropriate solutions

What SBI could do after this engagement, in practical terms:

• Maintain core banking AMS support through a structured, SLA-aligned operating model
• Implement and configure Finacle components and interfaces with stronger execution support
• Resolve production issues faster through deeper product and backend data expertise
• Deliver bank-specific enhancements within agreed timelines
• Better support international operations with security and regulatory configuration needs built into delivery
• Sustain critical banking applications with a more dependable support model

THE IMPACT

Sustaining secure, SLA-driven core banking operations

The engagement delivered clear operational value for SBI by improving service dependability and strengthening support quality across its Finacle environment.

Documented outcomes from the source material include:

• Seamless support for SBI core banking applications while adhering to SLA timelines
• Enhancements delivered in line with client requirements and committed timelines
• A high level of reputation earned through a professional, quality-driven approach to service delivery

Based on the work performed, the business impact is best understood in these terms:

• Improved operational continuity for critical Finacle-based banking services
• Stronger responsiveness across production support and issue management
• Reduced friction in managing complex multi-country configurations and deployments
• Better alignment between customization needs and production stability
• More secure and controlled setup of interfaces and application environments
• Greater confidence in ongoing application maintenance and support for a business-critical banking platform

Learn how Modus, a UST Compnay, helps banks strengthen Finacle application management services, improve service continuity, and support secure core banking operations at scale.

RESOURCES

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