Managed Services & DORA Transition

Transition of legacy payment and core accounting systems to a SLA-governed Managed Operations team while satisfying strict DORA resilience and compliance criteria.

The Challenge

The client operated highly sensitive payment infrastructures that suffered from unstable release cycles and slow incident response times. Under the EU's Digital Operational Resilience Act (DORA), the client faced significant regulatory pressure to provide end-to-end auditability, continuous configuration logs, and rapid incident resolution timelines. The transition of operational knowledge from internal teams to a managed service model had to be performed without disrupting processing services.

Architecture & Operations Flow

The Solution

Mochikabu engineered an operational model using structured DORA templates. We redesigned the ticket routing interface, introduced SLA tier boundaries, and set up continuous automated audit logs. We established a dedicated Operations team with L1, L2, and L3 support layers. Transition of operations was completed in a staged rollout, establishing clear dashboard observability and ensuring regulatory compliance ahead of schedule.

Performance Metrics (KPIs)