Powering a Leading Asset & Wealth Management Firm: How Indium Transformed Front Office Application Support & Management
Client Overview
One of the largest independent asset and wealth management firms globally, managing approximately $1.4 trillion in assets under management (AUM), operates across over 34 countries and serves a broad spectrum of clients, including institutional investors, high-net-worth individuals, and financial intermediaries. The firm offers diverse investment products and solutions spanning various asset classes, such as equities, fixed income, alternatives, and multi-asset strategies. Its core offerings include Portfolio Management Services, which provide tailored investment strategies to meet client objectives, and Trading & Analytics, which leverage advanced tools and platforms to optimize execution and decision-making. Many of these services are delivered through industry-leading applications like Charles River Development (CRD), a state-of-the-art investment management platform that enhances portfolio construction, risk analysis, and trading efficiency.
Tackling Decentralized Operations, Compliance Gaps, and Innovation Barriers
The client, facing increasing challenges in maintaining and supporting their Charles River application, actively sought effective solutions. To transform the client’s decentralized operations into a streamlined, efficient, and compliant framework by implementing best-in-class industry practices.
Key Challenges Identified:
Decentralized Activities
Fragmented processes leading to inefficiencies and increased operational costs.
Compliance Gaps
Inconsistent adherence to regulatory and internal
compliance standards.
Inefficient Change Management
Lack of a structured approach to
managing organizational changes
Data Monitoring Flaws
Inaccurate or incomplete input data monitoring, impacting decision-making
Absence of Innovation Pipeline
No formalized system to identify,
prioritize, and implement innovative ideas.
Uninterrupted Excellence:<br /> Indium’s End-to-End Application Support & Maintenance Solutions
Indium delivered Application Maintenance and Support (AMS) solutions based on an ITIL-driven operating model, with a dedicated team of engineers<br /> providing 24/7 global market support to manage application-related issues and execute development tasks.<br /> Below are some of the most impactful solutions we implemented:
Full Batch Support: Kept the Engine Running Smoothly
Batch processes are the backbone of enterprise systems, and ensuring their flawless execution is critical. Indium provided:
- Proactive Batch Monitoring: Continuous tracking to identify and resolve failures before they impact business operations.
- Issue Resolution & Documentation: Swift troubleshooting and root-cause analysis to prevent recurrence.
- Job Scheduling & Optimization: Fine-tuning batch job execution for better efficiency and minimal downtime.
- Stale Job Cleanup: Identifying and terminating or stuck jobs and optimizing system resources.
Through our structured approach, we significantly reduced batch failures, minimized downtime, and improved overall system reliability.
Application Monitoring: Ensuring Peak Performance Around the Clock
Seamless application experience is crucial for business success. Indium implemented a 24×7 monitoring framework covering:
- System Performance Checks: Identifying bottlenecks and optimizing processing speeds.
- Transaction Processing Audits: Ensuring seamless data flow and transaction integrity.
- Health Checks & Alerts: Real-time alerts for proactive issue resolution before they impact end users.
This robust monitoring mechanism enabled the client to
detect and mitigate potential risks in real-time, ensuring
optimal application uptime and efficiency.
Incident Management (SNOW): Rapid Resolution for Business Continuity
Indium leveraged ServiceNow (SNOW) to provide a
structured, agile, and proactive incident management approach:
- Swift Issue Identification & Categorization: Ensuring critical incidents are addressed with priority.
- Root-Cause Analysis & Resolution: Addressing the source of issues to prevent future occurrences.
- Detailed Documentation & Reporting: Enhancing learning and efficiency by maintaining a knowledge repository.
With our expertise, we reduced resolution time, improved service quality, and enhanced user satisfaction
Vulnerability Management & Compliance: Fortifying Security & Ensuring Adherence
In an era of increasing cyber threats, Indium took a proactive approach to security and compliance by:
- Continuous Server Scanning & Vulnerability Fixing: Identifying security gaps and implementing corrective measures.
- Security Patch Updates: Regular updates to safeguard applications from emerging threats.
- Compliance Audits & Documentation: Ensuring adherence to industry standards (e.g., ISO, GDPR, SOC 2).
Threat Monitoring & Anomaly Detection: Deploying
automated tools to detect and mitigate security risks.
Our end-to-end security approach ensured data integrity and regulatory compliance and enhanced client confidence
Documentation & Knowledge Management: Building a Strong Information Repository
To drive operational consistency and efficiency, Indium developed a centralized knowledge management system by:
Process Documentation: Maintaining up-to-date process flows, job descriptions, and SOPs.
Known Error Database (KEDB): Documenting recurring
issues and solutions for faster troubleshooting.
Daily SharePoint Updates: Ensuring easy access to the latest operational insights and best practices.
This structured documentation approach reduced dependency on individuals and enabled smoother knowledge transfer.
Process Improvements: Driving Innovation & Operational Excellence
Indium established a Center of Excellence (CoE) to spearhead process transformation initiatives. Our efforts included:
GAP Analysis & Opportunity Identification: Analyzing existing workflows to spot inefficiencies.
Automation Initiatives: Implementing AI-driven and RPA-based automation for routine tasks.
Continuous Improvement Culture: Driving innovation through data-driven process optimization strategies.
Our end-to-end security approach ensured data integrity and regulatory compliance and enhanced client confidence.
Practical Approach & Implementation of AMS to drive operational effectiveness
Indium followed a meticulously planned 4-month training and transition program, ensuring seamless knowledge transfer and operational continuity.
Our approach was designed to mitigate risks, enhance efficiency, and establish a robust support framework
Phase 1: Knowledge Transition with SME Collaboration
Subject Matter Experts (SMEs) from the client and Indium ecosystem participated, ensuring a holistic understanding of the application landscape.
All support analysts underwent hands-on training with guidance from the existing team, enabling deep domain and process expertise.
Phase 2: Risk-Mitigation Through Structured Transition
A well-documented transition approach with clear exit criteria at each stage ensured a smooth and risk-free handover.
Systematic tracking of milestones and progress reviews ensured adherence to best practices.
Phase 3: Shadow & Reverse Shadow for Operational Readiness
In the final month, the shadow phase allowed Indium’s team to observe and learn in a real-time support environment.
This was followed by a reverse shadow phase, where the Indium team took the lead while the existing team observed, ensuring operational confidence.
By May 2024, the support system had mainly become independent, successfully managing operations with minimal oversight.
Phase 4: Establishing Performance Benchmarks
To maintain service excellence, Indium established Key Performance Indicators (KPIs) and baselined SLAs to ensure adherence to high operational standards.
Regular monitoring and reporting ensured continuous improvement and a measurable impact on service delivery.
Delivering Tangible Results
Automated Workflows for Operational Efficiency
Automated workflows ensured that the operations team received documents in the correct formats,
tailored to their specific needs, reducing manual intervention and enhancing productivity.
Improvement in Average Resolution Time
By implementing proactive monitoring and issue resolution, the average time to resolve front-office
application issues was reduced by 60%, ensuring smoother operations and minimal disruptions.
Reduction in Trade Processing Errors
Advanced error detection and automation tools decreased trade processing errors by 98%,
significantly improving accuracy and compliance
Increased Operational Efficiency Through Automation
Maintenance processes were streamlined through automation and improved workflows,
boosting overall operational efficiency and allowing teams to focus on strategic initiatives.
Innovation Pipeline Development:
A structured framework for innovation was implemented, fostering new ideas and solutions to
continuously enhance front-office operations and stay ahead in a competitive market.
About Indium
Indium is an Al-driven digital engineering company that helps enterprises build, scale, and innovate with cutting-edge technology. We specialize in custom solutions, ensuring every engagement is tailored to business needs with a relentless customer-first approach. Our expertise spans Generative Al, Product Engineering, Intelligent Automation, Data & Al, Quality Engineering, and Gaming, delivering high-impact solutions that drive real business impact.
With 5,000+ associates globally, we partner with Fortune 500, Global 2000, and leading technology firms across Financial Services, Healthcare, Manufacturing, Retail, and Technology-driving impact in North America, India, the UK, Singapore, Australia, and Japan to keep businesses ahead in an Al-first world.
