Client Overview
The client is a financial services company specializing in remittance solutions for individuals and businesses. It facilitates cross-border money transfers, enabling users to send money internationally with ease. The platform is known for its competitive exchange rates and lower transaction fees compared to traditional banks.
The Business Challenge
The client faced challenges in ensuring high availability and flexibility across their infrastructure, including servers, storage, network appliances, and load balancers. They needed to streamline cloud resource management and implement comprehensive lifecycle governance. Automating deployment and configuration was crucial for improving efficiency, while enforcing consistent security policies and regulatory compliance remained a top priority. Additionally, the client required enhanced visibility into the performance of their cloud-based applications and infrastructure to optimize operations.
Technology Components
Amazon GuardDuty, Amazon Inspector, AWS WAF, AWS Certificate Manager, AWS Shield, AWS IAM, AWS Security Hub, Key Management Service, Redshift, Amazon Connect, Lex, Pinpoint, Amazon VPC, Amazon EC2, Amazon EC2 autoscaling, Elastic Load Balancing, Amazon s3, Amazon EBS, Amazon Route53, Amazon CloudFront, Amazon CloudWatch, Amazon CloudTrail, AWS Config, AWS CloudFormation, Amazon RDS, and AWS Lambda.
The Approach
Trianz leveraged the Concierto platform to manage the client's end-to-end AWS cloud infrastructure, delivering the following solutions:
- Concierto enabled unified management across multiple cloud environments while streamlining end-to-end ITSM and hybrid cloud operations through a single integrated platform.
- The team expertly designed, configured, and deployed tailored Concierto solutions for incident & problem management, service requests, advanced reporting, and knowledge management.
- Deployed Concierto's automated workflow system to accurately categorize and route incoming tickets as incidents or service requests, ensuring appropriate handling and prioritization.
- Leveraged auto-scaling capabilities to seamlessly adjust supporting infrastructure during seasonal demand spikes, maintaining consistent performance levels without service disruption.
- The platform improved service reporting through real-time monitoring dashboards, providing immediate visibility into critical IT metrics with contextual insights for rapid decision-making.
The following solution approach was implemented across respective areas as part of the overall strategy:
Cloud Governance
- Proactive Cloud Monitoring & Compliance Assurance – Concierto enabled continuous cloud monitoring, real-time anomaly detection, and automated compliance enforcement, ensuring adherence to industry regulations and internal governance policies.
- Security, Risk Mitigation & Policy Enforcement – The platform enforced security best practices by controlling access, managing audit trails, and enabling automated patching, reducing vulnerabilities and mitigating operational risks.
- Scalability & Multi-Cloud Integration – Concierto made seamless integration across AWS and multi-cloud environments, supporting dynamic scaling, policy standardization, and automated remediation for resilient cloud governance.
- SLA Compliance, Audit Readiness & Reporting – By maintaining transparent audit logs, detailed compliance reports, and automated SLA tracking, Concierto ensured accountability, operational transparency, and readiness for regulatory audits.
Monitoring and Observability
- Seamless Datadog Integration – Concierto securely integrated with Datadog using SAML-based authentication, enabling real-time cloud service monitoring. This integration streamlined the automated event and incident rule processing, ensuring continuous observability.
- Comprehensive Cloud Monitoring – Concierto tracked the key performance metrics across EC2 instances, Load Balancer Target Groups, and RDS, providing deep visibility into resource utilization, traffic patterns, and database health to optimize performance.
- Automated Incident Management – By intelligently processing Datadog alerts, the platform auto-generated and assigned the tickets for issue tracking and resolution, helping reduce manual intervention and accelerating incident response.
Operations Management
- Predictive Maintenance & Failure Prevention – Concierto leveraged AI and machine learning to predict potential system failures, enabling proactive maintenance and reducing unplanned downtime.
- End-to-End Workflow Automation – The platform automated complex workflows across IT operations, reducing bottlenecks, improving process efficiency, and ensuring consistency in execution.
- Security & Compliance Monitoring – Concierto continuously monitored IT environments for security vulnerabilities, ensuring compliance with regulatory standards and enforcing security best practices.
- Self-Healing Capabilities – Through automated remediation and self-healing mechanisms, Concierto detected and resolved common system issues without manual intervention, ensuring stability and operational continuity.
- Customizable Dashboards & Reporting – Concierto provided real-time visibility into IT operations through customizable dashboards and automated reports, allowing stakeholders to track KPIs, SLA adherence, and system health.
Cloud Financial Management
- Intelligent Cost Optimization – Concierto, integrated with its Maximize Solution to deliver automated recommendations for instance right-sizing, idle resource removal, and workload configuration. This eliminates inefficiencies, reduces cloud spend, and ensures optimal performance without compromising security.
- Data-Driven Insights – Using Concierto's cloud watch data, Concierto Maximize analyzes CPU, RAM, and memory utilization along with instance-specific parameters to provide actionable insights for instance management and workload optimization.
- Operational Efficiency – The users benefited from automated recommendations to downgrade/upgrade instances, remove idle resources, and configure workloads efficiently, driving significant cost savings.
- Strategic Financial Planning – With Concierto Maximize integration, Concierto offered improved budget planning, accurate cost prediction, and robust financial control, leading to a scalable and cost-effective cloud infrastructure.
Transformational Effects
- The client leveraged Concierto's extensive pre-built automation libraries, eliminating resource-intensive scripting and custom development.
- By utilizing Concierto Maximize, they achieved significant reductions in operational and software expenses through intelligent resource right-sizing, idle resource elimination, and automated cost governance controls.
- The platform improved first-time resolution rates by 20% with integrated workflows and automated remediation, minimizing service disruptions and operational overhead.
- With Concierto’s end-to-end automation and proactive monitoring, the client saw a 10% reduction in recurring incidents, as potential issues were identified and resolved before impacting operations.
- Additionally, Concierto’s 24x7 real-time monitoring with instant automated remediation dramatically reduced mean time to resolution (MTTR), ensuring seamless business continuity even during off-hours.
- Improved Operational efficiency: Performance monitoring, health checks, and automation ensured the platform's efficiency.
- Reduced Downtime: With proactive and improved monitoring, unexpected downtimes were eliminated.
- Compliance: By leveraging Amazon Web Services (AWS) security and compliance framework, Trianz maintained regulatory needs for the infrastructure.safeguarding the access credentials and restricting access to information to authorized personnel only.
- Root Cause Analysis and Corrective Actions: Ensured incident reporting accuracy by providing root cause analysis and documentation for problem management operations.
