Client: A Major Pension Custodian in Nigeria
Industry: Financial Services / Pension Custody
Solution: Post-Migration T24 Support & Knowledge Transfer
1. Overview
A leading Pension Custodian in Nigeria, operating as a fully owned subsidiary of a major bank, recently completed a core system version upgrade. Post-upgrade, the bank experienced significant challenges in managing the system and resolving a variety of new issues that emerged.
2. Challenges
The client’s primary challenge was the inability to handle post-migration issues effectively due to internal constraints.
- Post-Upgrade Complexity: After the version upgrade, the in-house team was faced with resolving daily technical issues of varying complexity related to both general support and local development needs.
- Limited Bandwidth and Skill Set: The internal team’s limited bandwidth and skill set made it difficult to keep up with the volume and complexity of the post-upgrade problems, creating an operational bottleneck.
3. Solution
ACS provided a targeted solution to address the immediate stabilization needs while building the bank’s long-term capabilities:
- Dedicated Onshore Support: A dedicated team of ACS onshore consultants was deployed to focus on resolving the issues that had been cropping up daily since the T24 version upgrade.
- COE Backing: The onshore team was supported by ACS’s Center of Excellence (COE) to tackle more complex challenges, ensuring swift and effective resolutions.
- In-House Team Up-skilling: Alongside direct support, ACS implemented its comprehensive knowledge transfer program to up-skill the bank’s in-house team, preparing them for future challenges.
4. Outcome
The six-month engagement resulted in a stable system and a more capable internal team:
- System Stability: ACS worked meticulously to resolve the various issues, successfully stabilizing the T24 system and ensuring smooth daily operations.
- Team Self-Sufficiency: The bank achieved its objective of making its in-house IT team skilled enough to handle daily issues related to custom development, configuration changes, and routine health checks, ensuring the long-term stability of the system.