Eastern Europe’s Top Bank improved MTTR and TTM with Loglix Managed Observability service

‍Business overview & challenge

One of the largest Banks in Eastern Europe with a wide range of financial products and services.Bank is known for its strong focus on technology and innovation and has implemented a number of digital solutions to enhance the customer experience and streamline its operations.

Bank has a complex microservice architecture that requires continuous inventory and updating: the service that was documented yesterday will no longer be relevant today. With this rapid growth in the use of microservices architecture, the time to identify the causes of incidents increased significantly, resulting in higher downtime costs. Bank had to involve more and more engineers and developers to solve incidents, and it took more than a few hours to analyze the incident, but it was not always possible to find the real source of the problem.

Solution

Bank approached Loglix, the managed services provider, to provide full-stack observability and troubleshooting as a service and help the customer's in-house engineering team improve performance objectives.

To successfully reduced Mean Time to Resolve (MTTR), improved Time to Market, reduce the complexity of monitoring microservice architecture and boost Bank business performance without wasting the resources of the customer's engineering team, Loglix regularly audited the business logic of the customer's digital services as part of its Full-stack Monitoring and support Managed Service offering, and customized Infrastructure, Application performance, and Real User monitoring solutions to meet the customer's changing business and application environment, including continuous auditing and customization works:

• Auditing the business logic of the customer's digital services.
• Analyzing User Journey Maps.
• Analyzing all monitoring tools used by the Bank.
• Reviewing the completeness and quality of the metrics, transaction tracing and logs capture.
• Reviewing the configuration of alerts and incident management processes.
• Reviewing SLA, runbooks for incident investigations, and dealing with technical debt and customer's other guidelines.
• From time to time replacing some monitoring tools with the ones, that are more suitable for the business logic of the customer's digital services, processing transactions without sampling,while demonstrating minimal overhead.
• Providing details regarding incident-affected users to the customer's marketing department for retention efforts.
• Tuning the settings of the monitoring tools.
• Adjusting processes of event processing to eliminate the alerts noise and fatique.
• Tuning the rapid incident investigation plans.
• Investigating IT incidents.

Web application availability and Web application security are highly contingent. A successful web application attack may not only put users' data at risk but may result in revenue loss due to digital services interruption and unavailability as well. Since Loglix provides comprehensive managed services, including Cybersecurity monitoring services, and Loglix 's team includes Cybersecurity engineers, even within the managed Full stack monitoring services, we involve our Cybersecurity engineers to help to improve the security protection of customer's digital services as an extra service free of charge.

Results

By constantly auditing the business logic of the Bank's digital services and business process, IT architecture, and tuning monitoring tools to suit the customer's specifics, Loglix team provided proactive detection of the events leading up to the incident and quickly eliminate the root cause of the problem, resulting in issues resolution reduced from days to 20 minutes, a significant Mean Time to Resolve (MTTR)decrease by 40%, Mean Time to Detect decrease by 60%, and identifying the root cause of server performance degradation up to 90% quicker.

The most immediate benefit of Loglix for the Bank was its impact on reducing digital bank service downtime, reducing the number of incidents and technical debt, as well as promptly identifying the causes of server performance degradation even when it was related to security incidents.

With Loglix Managed Full Stack Application Monitoring and Support 24/7 service, the Bank was able to push its digital services to production faster, at scale, and with security onboard.

As Loglix supplements and strengthens the Bank’s engineering team by offering proactive full-stack monitoring and helping in troubleshooting, it became possible to unlock the resources of the customer's DevOps and Software development specialists and direct them to the launch of new digital banking products and services which made it possible to achieve 50% Time to Market improvements.

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