The Cross Identity technical team recently faced a significant challenge when a very large Digital Payments Bank customer encountered a temporary meltdown in its Identity and Access Management (IAM) environment. Breakdowns are inevitable, but the efficiency and speed with which an organization handles such crises can make all the difference. In this insightful discussion, we spoke with Pramod Panikkar Bhaskar, CTO at Cross Identity, to gain insights into how they successfully resolved the problem in record time. Here’s how it all went down.
Q: What was the crisis all about, and what specific challenges did the team face during the crisis? Could you share how they overcame it?
A: The challenge arose when our valued client faced an urgent need to conduct an internal auditing process. They required a campaign for all their IT managers to be completed within the same day. This sudden spike in data generation overloaded our system, causing it to crash. Recognizing the severity of the situation, we swiftly organized a war room session with our engineering team and Subject Matter Experts (SMEs). Together, we worked relentlessly to ensure the successful completion of the access certification campaign, even under a tremendous data load.
Q: Were any innovative or unique solutions implemented during the problem-solving process?
A: Absolutely. As we delved into the situation, we identified certain areas within our product that could be optimized for better performance. This real-time analysis enabled us to identify gaps and fine-tune the logic to enhance the product’s speed and efficiency. We promptly implemented these fixes to address the immediate crisis and laid the groundwork for long-term improvements.
Q: How did the team members collaborate and support each other during this intense period?
A: The team members played distinct roles according to their expertise. Developers focused on identifying the root causes and implementing necessary fixes to prevent similar failures. Our SMEs interacted closely with the customer, gathering use case details and providing essential information to the engineering team. Additionally, our dedicated QA team ensured that the fixes addressed the identified issues by testing them against similar use cases. The collaboration and mutual support among team members were vital in successfully navigating this challenging situation.
Q: Were there any notable moments or experiences that stood out during the resolution process?
A: The crisis presented us with valuable lessons. Through the experience, we identified areas where our product could be enhanced and made more resilient. We also discovered practical use cases that were not initially envisioned, providing us with insights for future improvements. These moments of learning and adaptation were instrumental in our ongoing commitment to deliver a better product and address similar scenarios effectively.
Q: What were the outcomes and results achieved by your team’s efforts? How did their expertise contribute to resolving the crisis?
A: Our efforts yielded both short-term and long-term outcomes. In the war room session, we provided our client with a short-term fix, enabling them to address the immediate situation and continue their operations. We also prepared a proper process to guide them through the workaround. In the long term, we leveraged the lessons learned from this crisis to initiate further discussions and execute a comprehensive plan. By addressing the identified gaps and implementing fixes and enhancements, we ensured a more robust product for future challenges. Our team’s expertise, combined with their dedication and customer-centric approach, played a pivotal role in resolving the crisis and meeting our client’s business requirements.
Q: As the CTO, what drives your passion for solving real-world tech problems?
A: Our ultimate goal as an organization is to empower our customers with solutions that enable them to run their businesses smoothly. Seeing our customers achieve their business goals using our technology is incredibly fulfilling. Real-world tech problems present us with opportunities to apply our expertise, creativity, and innovation to overcome challenges and make a positive impact. It’s the constant pursuit of finding solutions that excites me and drives my passion. I firmly believe that technology has the power to transform industries and improve people’s lives, and being at the forefront of solving real-world problems allows me to contribute to that transformation.
The crisis resolution not only strengthened the relationship between Cross Identity and our client but also highlighted the importance of continuous monitoring, effective collaboration, and maintaining a customer-centric approach. By leveraging the lessons learned, we are committed to enhancing our processes, products, and customer relationships to better handle similar situations in the future. We remain dedicated to providing reliable and efficient solutions that empower our clients to navigate any challenges they may face.
This exclusive interview with Pramod Panikkar Bhaskar, CTO at Cross Identity, sheds light on the team’s resilience and determination to overcome the crisis, highlighting their expertise and commitment to customer success.