IT Resilience Centre of Excellence (ITRCoE) Qorus-Infosys Finacle Banking Innovation Awards 2025

IT resilience refers to the ability of banking systems to anticipate, absorb, and rapidly recover from disruptions. It encompasses: • Disaster Recovery (DR) and Business Continuity Planning (BCP) • Cyber Resilience • High Availability (HA) and Failover Architecture • Real-Time Monitoring and Incident Response An IT Resilience CoE centralizes governance, best practices, knowledge, and innovation to institutionalize resilience across all layers of banking IT systems.

Multiple customer channels, a growing digital footprint, a higher volume of data, an increasingly complex technology environment and customer demands for 24/7 availability are leading to operational complexities, such as monitoring in silos, disparate logs and a high volume of alerts. As a result, traditional monitoring techniques and APM solutions are becoming inadequate to detect anomalies and fix them before they become outages. This setup focuses on the whole customer experience and improves application performance resilience through proactive root cause analysis and problem resolution. This setup facilitates all the applications and interdependent systems to work together to produce the desired experience of customers by proactively identifying and addressing the issues before they impact users. Ultimately, this boosts customer confidence, strengthens the Bank’s reputation, supports scalability and can lead to increased market share by attracting new clients who value reliability and security. In order to realize Bank’s operational resiliency goals, Bank had to evolve in its Application Performance monitoring and Incident handling maturity level. The different maturity levels are depicted in the below diagram where Bank is at Level 1 of integration of multiple monitoring tools to have a unified dashboard, and aim is to reach at level 2 i.e., with AI & ML capabilities, achieving predictive analysis i.e., automated identification of root cause of issues and get recommendations:

This is a strategic initiative that significantly enhances the organization’s capability to maintain high-performing applications. Integrating incident management and removing operational silos in ITRCoE enabled faster response times, improved collaboration and more effective problem solving. It also ensured better coordination across teams leading to quicker issue resolution, clearer accountability and a comprehensive approach to incident management. This integration also boosts operational efficiency by eliminating redundancies, reducing costs and enhancing overall system resilience. Through real-time monitoring, proactive management, and continuous improvement, ITRCoE plays a critical role in ensuring optimal application performance and delivering superior user experiences.