Application Management Support for Data Integration Platform


A $100B NYSE listed retail company needed round-the-clock support for its eCommerce data integration and reporting platforms. The customer required a dedicated team to engage in smooth transitioning from Go-Live to a Stable Steady State with ongoing production support.

Client Challenges and Requirements

  • Need for a dedicated support team to streamline the development, maintenance and support areas within the eCommerce department
  • To support ongoing growth in production of 1000+ processes with optimal resources
  • Support Azure cloud migration and parallel runs with on-premise
  • Proactively identify recurring issues, root cause analysis and fix
  • Consistently produce knowledge documents and periodic updates

Bitwise Solution

  • Provide support for production covering 40+ subject areas by forming an Agile team
  • Maintenance, enhancements and support of 1000+ jobs per period
  • Build and update Knowledge Repository
  • Dark Data Element Discovery – Identify and cleanup of dormant jobs and dead code
  • Fine-tuning long running jobs (code and scheduling optimization)
  • Extensive reporting for complete insight of support health
  • Addition of small effort enhancements and improvements along with support activity
  • Driving weekly support discussion connects to discuss the support KPI and action items in terms of follow-up and root cause analysis

Tools & Technologies We Used

Azure Data Factory
Azure Synapse
Azure Databricks
SQL Server

Key Results

End-to-end ownership model aligned with customer’s OKRs

Onshore involvement reduced to 10% for controlled costs

Consistent updates to Knowledge Repository

Achieved QoQ reduction in support efforts for optimal performance

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