Open Joint Stock Company ABB — “International Bank of Azerbaijan” — began its activities on January 10, 1992. The bank’s head office is located in Baku.

Today, ABB is one of the leading banks in the South Caucasus by asset volume, client base, and international operations’ portfolio. The bank employs approximately 4,000 people. ABB provides a wide range of banking services for both individuals and legal entities through 74 branches and 10 sub-branches across Azerbaijan.

ABB Bank’s key areas of activity include:

• Private banking
• Corporate banking
• Digital banking and innovative solutions
• International transactions and trade finance
• Investments and capital markets

Beyond providing quality financial services, ABB actively contributes to the development of Azerbaijan’s financial market and supports key sectors of the country’s economy.

The successful implementation of Dynatrace was possible due to the well-coordinated work of the bank’s technical team and Naim Valiyev (Head of Network Operations Department), who directly supervised the modernization process, shared the experience in the article.

 

ABB and the challenges of digital transformation

Digital initiatives have become a strategic growth driver for ABB. The priorities include developing online lending, loyalty programs, large-scale process automation, and launching new digital products.

This focus on innovation demands high reliability and stability of the entire IT infrastructure. Critical systems include customer interaction and call center management platforms, risk management and payment solutions, compliance control tools, and RPA services and systems for modernizing internal banking processes.

 

How ABB chose Dynatrace

Rapid scaling of digital services brought new challenges for the IT team: lack of transparency, scattered monitoring tools, challenges in finding the root cause of incidents. ABB chose Dynatrace because it is a single observability platform that allows centralized control over the entire IT ecosystem.

ABB Bank has been using Dynatrace since 2020. The key criteria for choosing the solution were:

• Full control over the performance of IT systems
• Automating incident detection and remediation
• Optimization of the use of infrastructure resources·
• Monitoring reliability and performance indicators in accordance with established SLOs

Dynatrace was selected as a strategic observability platform due to its combination of technology leadership and practical value for IT teams. Key selection factors included the platform’s recognized global leadership in APM and Observability ratings, broad capabilities for automation and support of AI-based solutions, and the ability to provide end-to-end monitoring — from user interactions with mobile applications to deep analytics at the code and infrastructure levels.

 

What were the results of the implementation?

 

After implementing Dynatrace, ABB also experienced economic and operational benefits:

• Significant reduction in time needed to detect and resolve incidents.

Previously, many issues were only discovered after user complaints. Now, the Davis AI engine independently detects anomalies in real-time, determines their causes, and notifies the responsible specialists. As a result, service availability was 99.83% in 2022, and by 2024, it reached 99.91%.

• Complete transparency and control over the IT environment

Dynatrace also provides a Smartscape tool, which allows visualization of all interdependencies — from user actions in a mobile application to microservices in Kubernetes. This simplified both daily operation and change control in the bank.

Among the key benefits of Dynatrace are intelligent monitoring, which identifies deviations in real time, analyzes root causes and allows for rapid response to incidents. This is essential for digital channels — mobile applications and web platforms.

After the implementation of Dynatrace, the bank naturally saw tangible economic and operational benefits. Improved customer service quality, increased application performance and reliability led to higher customer satisfaction.

 

How Dynatrace is used in daily work

Every working day of the IT team begins with the analysis of Dynatrace reports: key metrics are tracked, anomalies are investigated, actions are coordinated between Dev, QA and SRE. SLO targets are actively monitored to maintain high-quality services.

At the start, integration with IT systems and specialist training required some effort from bank. However, over time, the processes became more simple and convenient for both the internal infrastructure and users.

 

How the bank will scale its use of Dynatrace

In the future, ABB plan to expand Dynatrace to all digital platforms. Particular attention will be paid to the development of proactive monitoring based on AI to detect and resolve incidents even faster. The bank`s plans include:

• Expanding monitoring to all internal and client IT services
• Integrating Dynatrace more deeply with other IT tools
• Using Dynatrace as a unified observability platform that brings together monitoring and data in one space

These steps are aimed at improving the efficiency, transparency, and manageability of ABB’s IT environment in the long term.

 

Conclusions

ABB Bank’s experience shows that Dynatrace is not just monitoring but a strategic foundation for digital sustainability. Automation of processes, transparency, and control over KPIs have significantly reduced the burden on IT support and strengthened customer trust.

In summary: Dynatrace turned out to be a very helpful product that allows the bank to evaluate the continuity of services provided to customers and improve their quality.

The partnership with BAKOTECH played a crucial role in the project’s success, with their technical expertise and support becoming an integral part of the implementation.

BAKOTECH works only through its partner network and does not interact with end customers directly.