Elevated Identity & Security Support for a Major Financial Institution

A major US financial institution needed to enhance engineering support for nearly 100 identity and security mnemonics running across 18 enterprise IAM applications. These systems served internal and external users, requiring uninterrupted, 24×7 coverage. Scalence partnered with the bank to expand managed security operations, sustaining high performance and resilience in mission-critical environments.

For practical steps to strengthen privileged identity governance integration across cloud and legacy environments, see our blog Cloud IAM Made Easy: Practical Steps for Financial Institutions.

Escalation Bottlenecks Threatened Service Quality

High volumes of escalations to the bank’s L2/L3 engineers caused operational risks, delayed ticket resolution, and negatively impacted work-life balance. These challenges made it difficult to maintain service excellence and robust security across all identity and access management operations.

See how Scalence helped another major US bank overcome similar escalation and security challenges in our case study, Scaling Identity & Security Support for a Top US Bank.

Proactive Managed Security Operations

Scalence deployed a managed security operations model tailored for complex, multi-application identity environments. By taking ownership of incident response, monitoring, and day-to-day support, Scalence reduced dependency on high-level engineers and improved agility.

Enhanced metrics visibility helped drive continuous process improvement, all while enabling sustainable, scalable support for every IAM application, without missing a beat.

Learn how real-time monitoring and process automation underpin effective security operations in our blog How to Build Resilient Systems: 7 Key Steps for Tech Leaders.

Reliable, Scalable Security for Every User

With Scalence, the bank dramatically reduced L2/L3 escalations and improved work-life balance for engineers and stakeholders. Service outages and risks of security breaches were lowered, and enhanced visibility enabled ongoing refinements to support quality. The engagement provided 3 years of continuous managed services, supporting ~98% of identity and security mnemonics and enabling true 24×7 coverage for all IAM applications.

System performance improved and technical debt was reduced, resulting in a more resilient, future-ready security environment.

If your organization is exploring ways to strengthen managed security operations or optimize IAM support, contact us at inquiries@scalence.com.
Read more related transformation stories and resources on our case studies page.