CIMB Bank brings critical incidents to near-zero with unified observability from Dynatrace

CIMB Bank is the fifth largest banking group by assets in ASEAN, serving more than 30 million customers. Digital services sit at the center of its strategy as the bank works to deliver secure, always-available experiences across mobile and online channels. In Malaysia alone, CIMB’s mobile retail banking applications process close to 100 million transactions each month. Supporting this level of activity requires constant monitoring and reliable infrastructure to ensure that services remain stable and responsive around the clock.

As CIMB’s technology estate expanded, the bank identified an opportunity to strengthen visibility across its complex hybrid environment. A clearer view of how services interact across systems would help teams understand performance more quickly and manage operations with greater precision. By unifying telemetry data from across its technology stack, CIMB aimed to reduce the time engineers spent investigating issues and create more space for innovation and improvements to customer services.

CIMB established a fusion center built around Dynatrace, creating a mission-control hub where operational data is visible in one place. Teams and executives alike can see service health in real time and respond proactively to issues before customers are impacted. By automatically identifying root causes and analyzing telemetry in seconds, Dynatrace provides the reliable data foundation needed to power AIOps and AI-driven decision-making across the organization.

“At the scale in which we operate, visibility is everything,” said Ros Yusoff, Group Chief Technology Officer at CIMB. “Before Dynatrace, we spent a lot of time in war rooms trying to piece together where problems were happening. Now Dynatrace Intelligence automatically points us to the root cause in seconds, instead of our teams hunting through logs. That means less time searching and more time innovating.”

• Reduced critical incidents: End-to-end visibility across CIMB’s digital services, combined with automated root-cause analysis that surfaces issues as they emerge, enables engineers to intervene earlier and resolve problems faster. This has helped CIMB reduce the number of critical incidents to near zero, supporting more stable and reliable banking services at scale.
• Streamlined operations with fewer alerts: Dynatrace Intelligence has led to alert volumes falling by approximately 90%, significantly streamlining operational monitoring. By filtering unnecessary signals and surfacing only the most relevant alerts, Dynatrace provides teams with a clearer view of system performance. This has transformed day-to-day operations, enabling engineers to work with greater focus while maintaining consistent service quality.
• Improved availability: Greater visibility across CIMB’s digital environment has helped to strengthen the reliability of its banking services. Availability scores have increased from around 0.6 to a consistent 0.95. With more stable services in place, teams can concentrate on optimizing customer experiences and maintaining consistent availability across all CIMB digital channels.
• AI-driven operations:, Dynatrace enables the bank to advance its adoption of AIOps through its deterministic AI and automation capabilities, in line with CIMB’s Forward30 strategy to embrace AI and optimise efficiencies. Looking ahead, CIMB plans to extend these capabilities further by using Dynatrace to enable self-healing workflows as it moves toward autonomous operations.

“We now have visibility across hundreds of millions of interactions and workflows and can turn that data into action in real time. Dynatrace helps to translate complex IT data into the business insights our leaders rely on every day. As we move toward autonomous operations, Dynatrace will help us automate routine fixes so our engineers can focus on building the next generation of banking features instead of maintaining current ones,” added Ros.