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One of the largest small finance banks in India is dedicated to empowering underserved communities through offering accessible financial services. The bank has established a strong presence with over 1,500 branches offering best-in-class banking solutions. It displays its commitment to providing the highest level of security for depositor funds by adhering to stringent compliance standards. The bank continues to evolve to meet the dynamic needs of its customers by embracing a technology-led approach to banking.
The bank's network follows a distributed network architecture, with three data centers hosting 2,500 servers and 5,000+ devices across its branches. The bank also runs more than 100 apps to facilitate processes such as core banking, internet banking, mobile banking, credit and loan processing, and customer onboarding. With a workforce of over 25,000 employees, 800 of whom are dedicated IT staff, the organization is structured into multiple specialized teams to handle areas like incident reporting, ISP link monitoring, and application and server management.
To address these complexities, the bank required a unified monitoring solution that would provide all teams access to real-time data, facilitate collaboration, and support informed decision-making. The command center head of the NOC team explained how investing in OpManager enabled the bank to see impactful results, ensuring seamless banking operations and aligning with the bank's digital-first approach.
To select a solution that would align with its objectives, the bank evaluated vendors like SolarWinds and WhatsUp Gold, ultimately choosing OpManager. The command center head described how three primary factors distinguished OpManager from the other solutions: First, a "good proof of concept" from the ManageEngine team, combined with a "range of features offered at affordable pricing" and "the on-premises setup” put ManageEngine's solution ahead of the competition. With respect to features, the IT leadership team was impressed by the device discovery capability, out-of-the-box integrations, and custom integrations offered via webhooks and REST APIs.
The bank primarily used OpManager for proactive incident identification and comprehensive reporting. The IT team's multiple branches all connect to the command center. The command center monitored the servers, databases, and the entire network with the help of OpManager's custom dashboards. "We create custom dashboards as per our requirements, like branch availability, critical devices' availability, critical alerts, and data center devices," said the command center head. With these dashboards, the command center gained access to the entire network and could quickly identify issues.
The bank was able to leverage OpManager's integration capabilities to streamline incident response. Alerts generated in OpManager could be easily transferred to a homegrown ITSM tool. This was especially useful during device outages or outages at a branch office network.
Besides integrating the bank's own tools with OpManager using the REST API, the command center head also highlighted the seamless integration with other third-party and custom tools. "The beauty of this tool is that it integrates with other solutions seamlessly," they said. "We have integrated OpManager with Microsoft Teams for instant collaboration on issues."
By enabling proactive monitoring, reducing incident response times, and optimizing resource allocation, the bank achieved the following results with OpManager.
The reports in OpManager were useful for the IT teams to understand network availability and capacity planning. "We schedule branch availability reports for our top management staff to provide an overview of the performance and availability of branches," said the command center head. "We also use these reports to analyze bandwidth utilization and plan to upgrade or downgrade our resources based on demand."
By enabling proactive monitoring, reducing incident response times, and optimizing resource allocation, the bank achieved the following results with OpManager.
OpManager's traffic analysis module empowered the bank to analyze bandwidth usage trends across various branches and allocate resources more effectively. Through trend reports in OpManager, the bank found that certain branches were using significantly less bandwidth than their allocation. "Some branches were small, with only 10 employees," the command center head explained. "By tracking such branches based on their actual usage, we reduced the allocated bandwidth, helping us pay less to the ISPs." As a result of this optimization, the bank was able to save one crore, equivalent to $115k, in just the last quarter.
Before OpManager, the bank's troubleshooting team would respond to an issue by searching the app layer, DB layer, and then the network to find the root cause. All this investigation ultimately prolonged the network's downtime. With OpManager, they could finally identify bottlenecks like high bandwidth utilization or quickly troubleshoot issues like SD-WAN outages proactively. Thanks to OpManager, the team reduced the time taken to resolve incidents by an impressive two hours. The command center head noted this improvement, citing the example of resolving a network slowdown due to a third-party service provider.
ManageEngine OpManager is a powerful network monitoring software that provides deep visibility into the performance of routers, switches, firewalls, load balancers, wireless LAN controllers, servers, VMs, printers, and storage devices across a geographically distributed network. This easy-to-use and affordable network monitoring solution enables banks to drill down to the root cause of issues, helping to reduce transaction failures, ensure seamless online and mobile banking experiences, and maintain the reliability of critical financial services, helping keep customers happy and satisfied.
Transactions are critical to the banking sector, and OpManager has played a crucial role in ensuring successful transactions and maintaining customer satisfaction for the bank. The command center head praised OpManager for its impact. "Prior to OpManager, when a transaction failed, we had no visibility into the reasons behind the failure. Now, by monitoring network devices, data centers, and servers in real time, we can avoid issues like latency and high bandwidth usage that could lead to transaction failures. "Additionally, even when transactions do fail, the availability log information allows us to pinpoint where the issue might have occurred—whether in routers, switches, or between the bank and third-party services," they said.
ManageEngine OpManager is a powerful network monitoring software that provides deep visibility into the performance of routers, switches, firewalls, load balancers, wireless LAN controllers, servers, VMs, printers, and storage devices across a geographically distributed network. This easy-to-use and affordable network monitoring solution enables banks to drill down to the root cause of issues, helping to reduce transaction failures, ensure seamless online and mobile banking experiences, and maintain the reliability of critical financial services, helping keep customers happy and satisfied.
