Case Study

Global fintech optimizes IT operations with DevOps/SRE best practices and boosts product implementation efficiency 75%

A global financial technology leader transformed its operations with UST’s DevOps and site reliability engineering (SRE) solution. The engagement automated 400 manual tasks, boosting product implementation efficiency by 75% and accelerating support workflows by 30% for faster, more reliable digital customer services.

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OUR CLIENT

This financial technology company delivers innovative payment processing, banking, and financial management solutions. Committed to advancing digital experiences, it provides secure, efficient, and scalable platforms, serving millions of financial institutions, businesses, and merchants worldwide. The company employs approximately 45,000 people and generates nearly $20 billion annually.

THE CHALLENGE

Overcoming operational silos by streamlining development processes and IT operations

The client struggled with inefficient processes due to its outdated approach to software development and IT operations. Siloed teams led to frequent miscommunications that delayed software releases and impacted delivery quality. This lack of collaboration created significant bottlenecks that increased operational costs, time-to-market, and limited agility for the fintech company to deploy new software to meet rapidly evolving market demands.

Compounding these challenges, the client also had a fragmented monitoring and feedback system, resulting in prolonged downtime and preventing the IT team from advancing its observability with proactive issue detection. A lack of process automations impacted resource availability and response speed, and repetitive tasks consumed valuable resources while preventing the team from focusing on more strategic business-imperative projects.

Our client needed a more cohesive, integrated approach to IT operations that fostered collaboration between development and operations teams and streamlined the product lifecycle from development to deployment. The company also wanted to boost development and IT productivity, accelerate time-to-market, and deliver more value to customers. However, adopting a DevOps and observability-led model required a cultural shift and new technologies, making this initiative a complex digital transformation.

THE TRANSFORMATION

Delivering a DevOps transformation and site reliability engineering integration

After conducting a comprehensive assessment of development, product management, and IT workflows, UST developed a custom strategic DevOps and site reliability engineering (SRE) project roadmap. This effort laid a strong foundation for digital transformation and enabled the fintech company to rapidly adopt modern DevOps tooling and processes.

The strategic roadmap ensured seamless integrations across multiple IT functions, enabling more cohesive collaboration, automations, and efficiencies. The modern tools and processes empowered the client with proactive monitoring and continuous improvement capabilities, essential for long-term operational success. Key elements of the digital transformation included:

Tailored software development lifecycle (SDLC) tools—The new tools facilitated the transition from legacy, on-premise systems to modern, scalable SaaS platforms with enhanced accessibility and collaboration across functional teams.
An automation framework for efficiency—We introduced automations to replace repetitive tasks, significantly reducing errors and enabling IT resources to focus on strategic, innovative initiatives.
Establishing continuous integration and continuous delivery (CI/CD) pipelines—Integrated CI/CD pipelines ensure smoother product development cycles, faster time-to-market, and improved product quality.
Advanced observability system—We deployed real-time monitoring tools to provide actionable insights and an enhanced feedback loop for proactive incident management and resilience.
Empowered teams with trainings and cultural shift—Comprehensive trainings helped the client’s development and engineering teams adapt to the new tools and processes, promoting a collaborative DevOps/SRE culture focused on agility and continuous improvement.

This transformation enabled the client to rapidly deploy new features and functionality faster and with better performance, positioning the company to meet evolving market demands and deliver consistent customer value.

THE IMPACT

Achieving a 75% increase in operational efficiency

Our DevOps and SRE model helped the client transform IT operations, yielding measurable efficiency gains and enhanced customer satisfaction. Key outcomes included:

Automation of 400+ manual processes—By eliminating repetitive tasks and reducing errors, development teams can focus on high-value activities
75% increase in product implementation efficiency—An optimized value stream and new SDLC tools reduced time-to-market for fixes, updates, and new features, enabling the company to respond to industry demands rapidly.
30% improvement in support function workflows—The client could detect and address issues before they negatively affect customers because of the proactive system monitoring and real-time feedback systems.

To learn more about the power of observability, watch this short webinar.

RESOURCES

https://www.ust.com/en/pace-practice

https://www.ust.com/en/pace/applied-observability

https://www.ust.com/content/dam/ust/documents/platform-engineering-for-aws-devsecops-at-scale.pdf