A Top US Bank Strengthens IT Security Operations with Scalable Support

A leading US bank was facing serious gaps in engineering support for more than 100 identity and security applications. Their current vendor was failing to meet expectations, leaving the bank exposed to security risks and compliance issues. With only 30 days left on their vendor contract—and half of the needed services still unsupported—the bank urgently sought a solution that was both scalable and cost-effective.

Service Gaps and Increased Security Risks

The bank faced critical issues due to poor service from their vendor, which put their identity and security applications at risk. With the vendor contract expiring soon and inadequate support in place, the bank needed a reliable solution to maintain security, ensure compliance, and mitigate risks during the transition.

Structured, Scalable Approach for a Smooth Transition

Scalence implemented a structured, scalable delivery model with dedicated teams focused on identity and security applications. The transition unfolded in six phases. First, we gathered operational knowledge and documented processes to create a solid foundation. Next, we optimized workflows, created detailed runbooks, and established team structures for smooth operations. Without a formal services transition, our team took over incumbent operations without any disruptions. As we refined workflows, we trained offshore teams for long-term efficiency, using a hybrid model that blended onshore and offshore efforts. Once offshore teams became self-sufficient, we completed the transition while maintaining high service standards.

Improved Security, Reduced Costs, and Enhanced Operations

Scalence helped the bank achieve full operational stability in six weeks, far surpassing the previous vendor’s performance. This transition resulted in $500K in cost savings through increased efficiency and better resource utilization. Incident response times improved, thanks to streamlined communications and faster resolution processes. The bank exceeded service level agreements (SLAs), enhancing operational reliability and strengthening IT security support.