Case Study

How Modus, a UST company, delivered Finacle L2 support services to sustain reliable production operations for Vijaya Bank

Finacle L2 support services by UST Modus enabled Vijaya Bank to maintain stable production operations, resolve high volumes of issues efficiently, and ensure uninterrupted core banking services.

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OUR CLIENT

Vijaya Bank was a prominent Indian public sector bank established in 1931 and headquartered in Bangalore. The bank served a broad base of retail and corporate customers through an extensive branch network across India.

As part of India’s banking sector consolidation, Vijaya Bank was merged with Bank of Baroda, forming the third-largest bank in the country. Today, all former Vijaya Bank branches and accounts operate under Bank of Baroda, reflecting the scale and operational importance of its banking infrastructure.

THE CHALLENGE

Maintaining stable, high-volume core banking operations under complex production conditions

As Vijaya Bank operated a large-scale core banking environment, they required continuous service availability while managing growing operational complexity and high volumes of production issues.

We found these key challenges in their system:

High volume of production issues impacting service continuity: A significant number of L1 and L2 issues across both product and customization layers increased the likelihood of service disruption, delayed transactions, and customer dissatisfaction, requiring timely resolution to avoid business impact.
Complex issue analysis due to large data volumes: Extensive retail and corporate customer data increased the effort and time required to analyze issues and identify root causes, slowing resolution cycles.
Limited support capacity affecting responsiveness: The absence of dedicated environment support resources across teams created dependencies that constrained timely issue handling and resolution.
Dependency on OEM for product-level issue resolution: Critical product issues required coordination with L3 teams, extending turnaround times and impacting responsiveness for business-critical incidents.
Risk to continuity during critical financial cycles: Quarter-end, year-end, and disaster recovery activities required precise execution, with any failure posing risks to financial reporting accuracy, compliance and operational continuity.

Without structured support, these challenges could impact service availability, increase operational risk, and limit the bank’s ability to maintain reliable core banking operations at scale.

THE TRANSFORMATION

Business-aligned Finacle L2 support services to sustain stable, high-volume banking operations

UST Modus delivered Finacle L2 support services with a focus on protecting business continuity, accelerating issue resolution, and ensuring operational stability during high-impact business cycles.

Stabilizing high-volume production environments: Managed and resolved a large volume of production issues across both product and customization layers to ensure continuous availability of core banking services.
Improving resolution turnaround for business-critical issues: Acted as a central coordination layer between the bank and OEM L3 teams, accelerating issue closure and reducing delays in resolving complex product-level concerns.
Ensuring continuity during critical financial cycles: Executed and validated quarter-end and year-end activities, ensuring accurate reporting and uninterrupted operations during high-impact financial periods.
Strengthening operational readiness and resilience: Supported disaster recovery (DR) drills and validated system readiness to ensure business continuity in contingency scenarios.
Reducing risk in production changes: Performed structured patch testing and validation before deployment, minimizing the risk of production disruptions and ensuring system stability.
Enhancing operational clarity and control: Provided ongoing analysis and clarification on system behavior, enabling the bank to better understand and manage its core banking environment.

THE IMPACT

Sustaining reliable, high-volume banking operations with improved control and continuity

We enabled Vijaya Bank to maintain stable core banking operations while improving responsiveness, reducing operational risk, and ensuring continuity during critical business operations.

Uninterrupted core banking operations: Sustained continuous availability of banking services by effectively managing high volumes of production issues across product and customization layers.
Faster resolution of business-critical issues: Improved turnaround time for complex issues through streamlined coordination with OEM teams, reducing operational delays and minimizing service impact.
Reliable execution of critical financial cycles: Ensured smooth and accurate completion of quarter-end and year-end activities, supporting business continuity during high-impact reporting periods.
Strengthened operational resilience: Validated system readiness through disaster recovery drills, improving the bank’s ability to maintain service continuity in contingency scenarios.
Reduced risk in production environments: Minimized disruption from system changes through structured patch testing and controlled deployment processes.
Improved operational visibility and control: Enabled better understanding of system behavior, supporting more effective management of the core banking environment.

Learn how Modus, a UST company, helps banks maintain resilient, always-on core banking operations through structured support and faster issue resolution.