Application and infrastructure operations, delivered as one programme.
AMS keeps the application stable and improving. IMS keeps the platform underneath available and secure. One vendor, two managed-service tracks.
Bankware Global's Application Management Service (AMS) provides systematic, financial-IT-specialised operations that maximise business value as the strategic partner for the institution's application estate.
Three tiers, two owners, one feedback loop.
Bank staff, partner staff, customer-facing channels.
User issue intake, basic troubleshooting, FAQ resolution, ticket logging.
Deep troubleshooting, configuration fixes, application-layer diagnosis, temporary workarounds.
Product defect confirmation, hotfix release, architecture-level issue analysis.
- 7×24 for P1 incidents
- Business-day technical ops
- Product defects, hotfix delivery, architecture analysis
Four priorities, four response windows.
Critical incidents engage the Bankware product team within two to four hours. Lower-priority issues are handled by the partner support desk first, with the product team called in on request.
| Priority | First Response | Bankware Engages | Resolution | Coverage |
|---|---|---|---|---|
| Critical | Minutes | 2–4 hours | Hotfix release | 24/7 incl. holidays |
| High | Within hours | 1–2 business days | Next patch release | Business hours |
| Medium | Within business days | On request | Scheduled release | Business hours |
| Low | Within business days | On request | Product roadmap | Business hours |
Five characteristics define Bankware's AMS programme.
Application operations management — service requests, feature improvements, work and configuration management, deployment, incident and defect management, user support — runs to a standardised process library.
An IT operations process confirmation workshop, formal process-procedure documentation, and an automated operations support toolset turn operations from craft to discipline.
A PDCA-cycle quality-management system, SLA-and-KPI monitoring, and continuous improvement keep service quality stable as the platform evolves.
A staged knowledge-transfer plan, customer-specific operations-process build, and a stabilisation period with continuous improvement secure a quality handover from build to run.
Financial-industry specialisation, localised global standards, flexible service models (on-premise, remote, ASP), structured maintenance economics, and HQ expert-group consultation on the largest changes.
Four pillars of the AMS framework.
A library of AMS standard operations processes runs on top of an enterprise-wide ITSM system.
The AMS management framework is tuned to each engagement's scale, regulatory regime, and operating model.
Comprehensive quality-management process with quantitative quality metrics and real-time monitoring.
Customised SLA design and operation, with data-driven performance analysis and continuous improvement.
Three-tier escalation, team to PSC to executive committee.
Joint Bankware-SI-customer project team resolution within 24 hours. Daily tools and meetings as the primary channel.
Project Steering Committee escalation within 48 hours when team resolution exceeds target. Special call and formal email.
Executive Committee solution within 72 hours for the most severe incidents. Management meeting and letter, with senior accountability on both sides.
Tell us about your application operations.
The Bankware operations team will respond within two business days.
Four ways to begin. Choose the one that fits the work in front of you.
A structured conversation with senior architects and operations leadership.
An operational, SLA, or escalation question, with the engineers running the platform.
Regional SI partners operate L1 and L2 service desks across the engagement.
Before operations begins, the implementation engagement delivers the platform.