Case study | 25.09.2025
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.
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.
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
Naim Valiyev (Head of Network Operations Department)
“Initially, we expected Dynatrace to provide us with quick information in case of incidents and to rapidly identify their root causes. This significantly impacted the reliability of banking services”.
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.
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.
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:
These steps are aimed at improving the efficiency, transparency, and manageability of ABB's IT environment in the long term.
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.