Smart Infrastructure Monitoring
As one of the biggest bank in Indonesia, Bank Mandiri has continued to expand their business to face up the era of industrial revolution 4.0, which have changed the way people live, work, and connect including the banking sector. So the role of IT in supporting bank Mandiri business growth is crucial to maintain existing services to keep up availability and reliability of the application and develop services in the future.
The IT Team must continue to ensure that Bank customers can use e-channel services such as Mandiri Online, ATMs, Call Centers to run correctly. Except for e-channel, the IT Team has to support other Banks business services. There are currently more than 200 applications with thousands of servers that must be maintained at all times within 7 x 24 hours.
Operational monitoring of IT services is carried out in a room in the command center that is designed as an operational control center to be able to detect problems & solve problems as quickly as possible. Command center as the vanguard of Bank Mandiri IT services guard has 2 locations, one in the outskirt of Jakarta and the other is in Jakarta. The distance between the two sites is approximately 17km, but the interconnection quality is equivalent between rooms. Communication facilities are also equipped with video conferencing with large screens and are always ready at any time to be used to support 2-way communication effectively.
The Bank Mandiri command center is supported by dozens of professional engineers who at all times ensure that all services are running well, and are always quick to escalate if an indication of a problem is found with Bank Mandiri’s management.
In carrying out daily operations every day, the command center engineers every day are supported by many service monitoring application tools. These tools have many perspectives displayed on the monitor screen.
Broadly speaking, the command center always monitors the speed of access (response time) & service availability (availability services) of IT services.
In addition to monitoring, the command center engineer also periodically reports to management regarding response time & service availability. The large IT environment that must be monitored causes a lot of work to be done every day. Monitoring indicators also always increase following the development of BMRI service applications. The development of this indicator can be said to be unlimited and will lead to engineers in conducting daily operations. If this is not managed properly, operational activities will not be able to run properly because of the increasing number of indicators that must be monitored every time, if operational monitoring is not running optimally, it is difficult to support business activities within the BMRI environment because currently IT operational activities are very dependent on IT support.
In anticipation, Operational monitoring must be supported with a robotic automation-based monitoring tools framework.
Bank Mandiri’s Command center has implemented a monitoring framework by implementing a single dashboard solution since 2017 and a robotic notification system in 2018. The Single dashboard is a solution that combines all indicators into one single view dashboard, where these tools integrate all monitoring tools into one dashboard system and are presented in the form of a management view to facilitating daily operations. Simply put, with this solution, the Engineer who previously needed a lot of monitor screens will be simplified into just one monitor screen. This will simplify the work and make the Engineer more focused when doing their jobs.
In carrying out the daily activities, we all know that human errors can occur to anyone and at any time, that’s the reason robotic automation systems are needed to help daily operations in the command center environment. Since 2018, the command center has also been assisted by Naura (Native Automation with Robotic Infrastructure) to run daily operations.
Naura helps engineers send every error that occurs on the IT system via WhatsApp Messenger. Naura also tasked with providing periodic reporting to Bank Mandiri’s management. Naura is an automation-based robotic system that is implemented to help engineers monitor. Naura can work proactively or reactively.
Proactive means checks the response time & availability services on the monitoring system periodically; if an anomaly occurs, the Engineer will be notified. Reactive means Naura will receive error information from monitoring tools then inform the Engineer. As far as implemented Naura currently has more than 2000 sensors of indicators that are usually monitored by engineers team, so it is not surprising that Naura is always faster to inform errors.
Explanation of the solution to the renewal can certainly directly discuss some of the benefits derived from the solution, but for more details, let’s try to explain in points :
1. Increase Error Detection
The error system was launched quickly through the Robotic Naura & Single Dashboard system, added with a more proactive Emergency Mode by giving attention interruptions through the dashboard display & sound media. Improves recovery time from stunted systems.
2. Increase Visibility Display to find the root cause
To define a problem occurs, this solution can provide broader visibility to analyze IT systems. For example, if a service logon fails, we can make any breakdown errors related to the service and analyze based on the time the error occurred.
3. Monitored by Everyone
The single dashboard is the concept of simplifying & approving information so that it is easier for everyone to ask if the information conveyed can be understood by everyone, the direct and indirect process of monitoring is not only done by engineers but all independents can provide Bank Mandiri service system assistance.
4. Smart Offices & Smart Workers
What happens if a job is done by just doing a routine that is always repeated every day? Yes, this will increase human error in daily operations. By implementing these solutions, it can improve performance for engineers to work smarter in the overall support system.
In the last three years, monitoring technology has done a pretty good transformation in the command center work environment with a focus on improving Dashboarding, Notifications & combining the two with an Emergency Mode that can provide visuals & audio well. The solution implemented has changed the way that previously was conventional to robot automation. This system becomes very important in supporting the operation of each visit. Do not stop here; the future system must be able to build knowledge through data that has been previously converted. All monitoring of data stored will be processed into information that must then be obtained that can help resolve the problem.
We will continue to carry out enhancement by research and development to be able to produce new Benefits for Bank Mandiri operational monitoring, by innovating & also supporting the technology that is available to be applied in the current monitoring solution.
