IT Service and Asset Management
A global leader in bank-neutral ATM network and open banking services, with tens of thousands of points of presence in Brazil, needed an IT outsourcing partner to meet scalability and skill demands to quickly respond to incidents, problems, and service requests, including project management and coordination.
Encora’s Professional Services engaged with its IT services team to expand the client’s IT operations, working co-located and remotely, following and enforcing ITIL best practices, and creating a more robust IT support infrastructure, contributing to:
- Discovery and configuration management platform implementation and administration.
- Discovery configuration for network devices, servers, and applications, to feed CMDB: ~ 1.5K hosts and ~ 10k network elements.
- Service catalog definition, implementation, and administration.
- CMDB and ITSM tool integration with third-party applications.
- Automation of services offered in the Service Catalog.
- Application administration: Gitlab, Sonatype Nexus, Ansible.
- Enforced ITIL practices supported by ITSM Tools.
IT Network Infrastructure and Security Management
A global leader in bank-neutral ATM network and open banking services, with tens of thousands of points of presence in Brazil, needed an IT outsourcing partner to address its IT Network and Security routine operational tasks and to deliver their infrastructure projects.
We engaged our IT Support services team to expand the IT network infrastructure and security operation of the client, working co-located and remotely. The team worked on:
- Corporate network security and administration planning, implementation, and service request execution.
- Definition of solution architectures and project scopes, followed by project execution coordination in multiple domains (e.g., security policies; technology migration; architectural changes; DR scenarios, and many others).
- Creation of a redundant, multi-site data center, including a third DR site.
- Deploying an ultra-segmented network structure, considering the isolation of corporate and ATM networks.
- Deployment and operation of routers and firewall devices from multiple vendors - Cisco Nexus, Cisco Prime, Cisco ACI, Cisco ASA, Big IP, Palo Alto, FortiGate, and many others.
- Interface with vendors and third parties. Oversight of nightly deployments.
IT Infrastructure and Application Management
A global leader in bank-neutral ATM network and open banking services, with dozens of thousands of points of presence in Brazil, needed an IT outsourcing partner to manage enterprise applications, their hybrid infrastructure, and systems supporting their corporate and ATM ecosystems.
Encora joined the challenge with our IT Support services to expand our client’s IT Infrastructure operation and project delivery teams, working co-located and remotely. The team worked on:
- Server, application, and container provisioning.
- Operating Systems and middleware upgrades, including software adaptation to meet requirements.
- OpenShift deployment, administration, and upgrade.
- Gitlab source code management system administration.
- Lift and shift Cloud Migrations based on OpenShift.
- Service request portal modernization - from SharePoint to applications running on OpenShift.
- Multicloud infrastructure management. Software rollouts execution - corporate tools.
IT Governance for a US-Based Online Bank
An online banking institution with a presence in the US that provides banking and savings accounts, as well as credit cards is one of the first banks in this modality. It was challenging to succeed in FED audits, guaranteeing that appropriate governance and security controls were in place and being followed.
Encora engaged to work with the client in close cooperation in:
- Security-centric governance framework documentation and metrics collection.
- Coordination of the team for supplying the required information in external audits (including FED).
- Interface with vendors and third parties.
- API and application access control and authorization for internal staff, third-party suppliers and partners, spanning thousands of requests every month.
- Enterprise application access control for internal staff only - over 1.2k employees – for both on prem a cloud-based systems.
