endorsedCompleted

Outsourced IT Support & DevOps for Banco BASE

Services Covered:

DevOps • Managed IT Services • Staff Augmentation

Industry

Financial Services

Duration

36 months

Budget

1M - 10M

Start Date

1 January 2020

Team Size

6-10 Employees

Engagement Model

Nearshore

Project Capability Score (PCS)

77/100

Good

Project Capability Score (PCS) estimates how capable Towa Software is of successfully delivering a project like this, based on its past experience, track record, and ability to handle similar work. Learn more about PCS

Client

Banco BASE

Mexico

Project Summary

A bank (Banco BASE) hired Towa to provide outsourced IT support and DevOps-related services, with a team proficient in .NET, C#, and Microsoft SQL. The engagement included daily ticket handling, migrations, database maintenance, and weekly reporting. The team scaled to a mix of in-house and staffing collaborators and received praise for responsiveness, flexibility, and support during migration windows. The client reported strong account management and recommended the vendor's services.

Key Challenges

Build a support team for daily operations support
Handle level 2 and 3 ticket types
Ensure proficiency in .NET, C#, and MS SQL plus strong customer-service attitude
Scale from 3 to 10 support engineers on a strict timeline
Recruit top-quality, fast-learning, self-taught individuals to support 100+ business applications

Project Deliverables

Daily ticket handling
Migrations and updates
Maintenance routines for databases
Weekly activity reports

Project Solution

Towa was selected via referral for budget fit and culture alignment. Six to ten employees were assigned to the engagement. The vendor handled daily ticket processing (SLA level 2 and 3), performed migrations and updates, maintained databases, and produced weekly activity reports. The team was flexible with schedules and provided migration support during nights and weekends as needed.

Project Outcome

The team was recognized for the value delivered
Business managers requested to keep engineers in-house
The engagement scaled to a mix of in-house and staffing collaborators
Top engineers were promoted and given more responsibilities
The account executive was supportive and attentive to team needs
The client reported satisfaction and recommended the vendor

Platforms

Tech Stack

.NET
C#
Microsoft SQL Server

Client Endorsement

Overall Review Rating

4.88

Timeliness

Cost Rating

Willing to Refer

Quality of Deliverables

“Towa - Nearshore Software Excellence received positive feedback, and the team scaled up to be mixed in-house and staffing collaborators. They were attentive to needs and cared for the collaborators personally and professionally. Their responsiveness and flexibility were impressive.”
Jose Reyes
Service Delivery Manager
Date: 08/14/2024