24/7 engineering support for a banking data platform

The client

Erste Bank Polska (formerly Santander Bank Polska), one of the biggest Polish banks with 10,000 employees and a part of a global group with 166 million customers, € 1,020 bn customer loans, € 1,800 bn total assets and € 1,184 bn customer deposits + mutual funds.

The client’s goal is to be the best open financial services platform, by responsible action and earning the meaningful trust of all stakeholders – people, customers, shareholders, and communities.

The situation

As Erste’s data landscape evolved toward a modern, cloud-based architecture, much like in many organizations going through a similar shift, the bank needed to balance two priorities: continuously expanding the capabilities of its data platform while maintaining the level of control, security, and consistency expected in a banking environment. This created several ongoing operational and engineering requirements:

• Maintaining consistency at scale: combining flexibility and standardization for a growing number of data flows and use cases across the platform.
• Operating within strict banking controls: aligning every investigation and change with strict security, access control, and change management requirements.
• Working with limited production access: diagnosing issues through close collaboration with the client’s teams and administrators, without direct access.
• Coordinating changes across multiple stakeholders: aligning deployments with release windows and the right client teams.
• Maintaining ownership beyond the initial fix: following up on every change until it is safely and fully deployed.

These conditions called for a support model that combines engineering expertise, operational discipline, and a strong customer focus. Erste needed a partner able to understand the wider platform, operate securely within the bank’s standards, and take ownership end-to-end, not just resolve individual incidents.

Our activity

Our team provides ongoing engineering support and maintenance for the data platform and solutions delivered to Erste. Engineers work directly with the teams using the platform, combining hands-on resolution with guidance as requirements evolve.

Key Responsibilities:

• Ongoing support and maintenance of data engineering solutions and data flows
• Investigation and resolution of issues affecting data processing and availability
• Developmernt of enhancements and extensions to existing platform capabilities
• Technical consultations and support for teams using the solutions
• Analysis and optimization of existing data processing configurations
• Testing and validation of fixes and enhancements
• Coordination of deployments and cooperation with relevant client teams
• End-to-end ownership of changes, including follow-up until successful deployment
• Proactive investigation of issues across system and team boundaries when required to identify root causes and protect the wider data flow

Working within banking standards

Our delivery processes are backed by quality and security practices aligned with ISO 9001:2015 and ISO 27001:2023, keeping every change auditable and consistent even under the bank’s strict controls.

Beyond the technical work, our understanding of banking and financial processes helps us read the client’s operating environment, anticipate where a change might ripple into other teams or systems, and coordinate with the right stakeholders before problems grow. When a situation calls for it, the team extends its support around the clock.

Tech stack

The supported solutions operate within a Databricks-based data platform. Our day-to-day engineering work primarily involves Python, Databricks, Apache Spark and GitHub-based CI/CD workflows.