Case Study

How Modus, a UST company, stabilized core banking and digital operations for one of Sri Lanka's largest private banks.

Modus, a UST company, delivered 24/7 Finacle Core Banking L1 & L2 Support Services, stabilizing mission-critical banking operations for a leading private bank. Through continuous monitoring, rapid issue resolution, and regulatory-aligned system customization, the engagement ensured reliable e-banking services, seamless end-of-day processing, and consistent operational performance across core banking and digital channels.

Style

Post-info

OUR CLIENT

Our client is one of Sri Lanka's largest and most established private commercial banks, serving personal, SME, and corporate clients across an island-wide branch network. With a strong digital banking presence and a broad portfolio of financial products, the bank is a cornerstone of Sri Lanka's financial services landscape.

THE CHALLENGE

Ensuring continuous banking operations across core and digital systems

The bank depended heavily on Finacle for day-to-day banking operations, including loan processing, reporting, and digital banking services. Maintaining stability across these interconnected systems required consistent monitoring, rapid issue resolution, and ongoing system enhancements.

Key operational challenges included:

Long-standing issues within the Finacle loan module that required timely resolution
The need for 24/7 Finacle core banking support and Finacle e-banking support to maintain uninterrupted banking services
Managing infrastructure-related incidents while maintaining system availability
Ensuring seamless end-of-day (EOD) processing and supporting critical year-end banking activities
Implementing Finacle customization services aligned with regulatory and operational requirements

Without a structured support model, these issues could impact operational efficiency, system reliability, and the bank’s ability to maintain consistent digital and branch banking services.

THE TRANSFORMATION

SLA-driven production support for Finacle core and digital banking platforms

We implemented a structured Finacle Core Banking L1 & L2 Support Services model to stabilize the bank’s core and digital banking environment while enabling ongoing enhancements.

24/7 core banking and infrastructure support: We established a 24/7 banking application support framework that covered Finacle core banking, e-banking systems, and infrastructure components. This ensured continuous monitoring and rapid response to incidents impacting banking operations.
Integrated core and digital banking support: Dedicated teams provided Finacle e-banking support and Finacle core banking support, enabling seamless coordination across digital banking channels and core transaction systems.
Finacle customization and enhancement delivery: The team executed Finacle core and report customizations, along with e-banking enhancements, ensuring the platform continued to meet evolving operational and regulatory requirements.
Issue resolution and operational support: We addressed long-pending loan module issues, delivered timely system enhancements, and supported critical activities such as EOD processing and year-end operations.
Structured testing and release support: The engagement included unit testing validation, UAT and SIT support, patch testing, deployment, and post-production enhancements, ensuring stability during system updates and releases.

Through this structured support model, the bank built a reliable system performance across its Finacle environment.

THE IMPACT

Reliable banking operations supported by continuous production support

By implementing a structured support framework, we helped the bank maintain stable and responsive core banking operations.

Seamless support for both core banking and e-banking platforms, improving operational continuity
Timely delivery of system enhancements and customizations, aligned with business and regulatory requirements
Rapid resolution of loan module issues, reducing operational disruption
Consistent completion of report and core system customizations within agreed timelines
Continuous 24/7 operational support for infrastructure, Finacle core banking, and digital banking systems

With SLA-driven banking IT production support and integrated Finacle core banking support, the bank strengthened system reliability and ensured uninterrupted service delivery across its banking operations.

Want to strengthen the stability and performance of your core banking platforms?

Explore how Modus, a UST company, delivers banking support services that help banks maintain reliable operations, resolve critical issues faster, and support continuous digital banking performance.