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Oracle Financial Application - Support & Maintenance

Objective:

Our client, a large bank is using various Oracle Financial modules, and managing part of it from its IT center. The application had not only provided automation of its banking process; it had helped them by achieving better customer service and operational efficiency. They have out-sourced their application support to external vendors while keeping management in house. Application support has been outsourced to three vendors with clear assignments and responsibilities

Banking Process:

Every bank has its own business model; and its practices are influenced by the country's rules and regulation. Similar was the case of our client. Some of the banking processes of our client's are-

  • Opening an account: This includes processes from filling the application form, authentication of details to issuing of check books, passbook, ATM and Debit cards.
  • Clearing cycle: Clearing cycle involves two steps
    • Check Drop box (at our client's service branch) Clearing House Drawee bank for check debit
    • Check moves from Drawee bank to Clearing House to Our client's service branch where amount is credited in the customer's account
  • Asset management - It is a tool for identifying, measuring and controlling risk Also, it ensures sufficient liquidity and provides data for effective treasury management.
  • Credit Information system - CIS provides comprehensive database on advances. CIS captures data from live ledgers and processes them to generate returns. It also contains PB/RD data and non fund exposures.

Modules Implemented:

Our client had following modules of the Oracle Financial Application (11.5.8) implemented

  • Fixed Assets
  • General Ledger
  • Accounts Payables
  • Accounts Receivables
  • Personnel
  • Revenue Accounting

Team involved:

  • Account Manager - Responsible for contractual success of the project and relationship management.
  • Project manager - Responsible for technical success of the project. He is the link between our client and the development team and decides the roles and responsibilities of the resources.
  • Business analyst/consultant (Functional and Technical) - Responsible for understanding business requirements of our client.
  • Team leader - Analysis of requirements, managing team, architectural designing, responsible for providing quality support and developing enhancement code and ensuring quality in the development phase itself. Troubleshooting and support.
  • Developers - Developing enhancements or fixes based on the requirements prepared by the analyst. Developers also perform Independent unit testing and cross developer testing.
  • DBA and Application System Admin - Responsible for managing servers, patch installation, release management, Application Management

Server Configuration:

Oracle Financial Application implemented at our client's office is installed on redundant servers managed by DBA and System Admin. Our role includes managing development and staging servers. The technical team at client approves enhancements and fixes on staging servers before moving them to production server.

Our role - Providing Support and Enhancement:

  • Providing daily operational support of the application, utilizing proper tools to ensure proper performance of jobs and processes.
  • Handling day to day management activities like load balancing of application server, printer setups and fixing issues with workflow.
  • Implementing patches and upgrades to the software. Successfully implementing the existing patch strategy (we made few changes in the strategy to improve the process.)
  • Database growth management that is done by analyzing, monitoring and then tuning the growth of various tables within the application and proactively resizing them. After analysis, better indexing strategies is recommended.
  • Proactively monitoring the database health in terms of I/O bottlenecks, CPU utilization, memory and swap utilization
  • Monitoring the database console and performing critical batch jobs.
  • Troubleshooting
  • Ensuring that sufficient hardware resources exist
  • Tuning of concurrent manager to ensure optimum number of processes are configured to run in batch along with online load.
  • Setting up concurrent request and processes that best fit the given environment.
  • Fine tuning sleep time to determine how often each queue will wake up to check if there are requests.
  • Developing back-up and recovery procedure for development and staging servers
  • Verifying that backups ran correctly
  • Implementing a tuning methodology to ensure optimum performance of Oracle Financial Applications.
  • Maintaining documentations for patches applied and other instance levels.

Work Process:

  • On-site visit to our client's office to acquire knowledge and understand requirements
  • Create development environment, testing environment at our development center.
  • Remotely connect to the client's server and scrub database at our end for development and testing. Majority of the development and testing is done in the client's office.
  • Patch implementation: Patch is implemented first in a test environment. Backup of Oracle installation files is made. Load balancing is turned off and the patch is first tested and installed on the secondary server. On successful install the primary server is shutdown and secondary server handles all requests. On the primary database server, the patch is installed and it is also made available for handling user requests. All installation files are again backed up.
  • Performance tuning: All information related to problem collected from client's office by talking to end users. Good test cases (that represent the problem, are repeatable and can run for sufficient log time to produce valid results) that will be used are defined. Each layer of the application is tested to identify bottlenecks. The performance bottlenecks are tuned. The test cases are run to review and assess the effectiveness of changes.
  • Troubleshooting done at the client's office.
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