Wasata Capital

Wasata Capital needed dependable L1 support for Temenos T24 and its associated applications, with the fast turnaround its end users depend on.

The bank also wanted to reduce total cost of ownership, lift per-user productivity, and put ITIL-compliant processes and ISO documentation in place across a complex environment.

SAT stood up an ITIL-compliant service desk covering Temenos T24 L1 support, end-user infrastructure, and datacenter monitoring and L1 management across the bank’s AIX, Oracle, WebSphere MQ, Windows and Citrix platforms.

The team defined policies and implemented ITIL methodologies — Change, Incident, Problem and Configuration management — alongside ISO documentation, and customised Temenos reporting while revamping asset management.

By moving support offshore and centralising the service desk, SAT reduced onsite cost by 60% while meeting 100% of SLAs, and gave management better visibility through structured monthly MIS reporting.

Centralised asset and vendor management — including IT contract and purchase negotiation on the bank’s behalf — further reduced cost and improved returns.