Macquarie delivers reliable banking experiences its customers can trust with Dynatrace

Macquarie is known for delivering digital banking experiences that are safe, secure, simple and reliable for its customers. Without the constraints of a legacy technology stack, Macquarie can move quickly, driving agile transformation and pushing the boundaries of customer-first innovation in the banking sector. This approach is critical to maintaining and extending its position as one of Australia’s leading digital banks.

Reliability is central to Macquarie’s ability to build customer trust. The bank targets 99.95% service availability, ensuring its customers can access essential banking services whenever they need them. Achieving this level of reliability requires more than responding to incidents. Macquarie set out to adopt a proactive approach to reliability and resilience, to allow teams to predict and prevent problems before they occur, while quickly identifying and resolving issues when they do arise. To enable that, Macquarie needed unified visibility and shared runtime context across its multicloud stack, spanning Amazon Web Services (AWS) and Google Cloud Platform (GCP).

Macquarie partnered with Dynatrace to allow end-to-end visibility into the customer experience, from the user device to applications, services and into the underlying cloud infrastructure. The Dynatrace Intelligence capability helps teams quickly identify the root cause of issues and understand how systems behave across complex environments.

“We measure the customer experience through our critical user journeys, which include tasks like opening an account, logging into our service, or making a payment,” said Richard Heeley, Head of Technology for Macquarie’s Banking and Financial Services (BFS) division. “Dynatrace plays a role in enabling us to both prevent and detect any issues associated with those critical customer journeys. Ultimately, it’s helping us to move from a reactive to a proactive approach to managing service availability, through data, insights, and automation.”

• Resilient services: Macquarie is using Dynatrace Intelligence to analyse system behaviour and demand patterns, helping teams to identify potential problems before they impact customers. By anticipating issues ahead of peak usage, engineers can proactively optimise services to protect customer experiences. With Live Debugger, teams gain real-time insights into how code behaves in production, enabling them to continuously troubleshoot and resolve issues before they impact users.
• Safer innovation: The Dynatrace platform has helped Macquarie to build an automated release verification capability, allowing teams to validate new changes before they reach production. By automatically testing the performance, reliability, and security of new code, Macquarie reduces the risk associated with rapid software delivery. This allows developers to adopt AI-assisted delivery practices and accelerate innovation while maintaining strong reliability guardrails.
• Faster recovery: In the event of an incident, Dynatrace Intelligence helps cut through alert noise and quickly identify the precise cause of problems. Instead of relying on manual investigation across multiple tools, teams can resolve issues based on clear answers derived from correlated telemetry across applications, infrastructure, and services. This approach has played a key role in a significant reduction in major incidents while improving mean time to detect (MTTD) and resolve (MTTR).
• Shared context: Dynatrace provides a unified observability platform that creates a shared view of system behaviour across teams. By bringing together telemetry from applications, infrastructure, and cloud services into a single platform, Dynatrace enables development, reliability, and operations teams to work from the same data and insights. This shared context strengthens collaboration across teams, helping Macquarie innovate faster while maintaining a reliable and resilient customer experience.

“Reliability is about preventing customer problems from happening in the first place, so the best incident is the one that never happens,” said Phil Grasso-Nguyen, Head of Reliability for Macquarie’s BFS team. “With Dynatrace, we’re building a reliability factory that allows us to innovate faster and safer. An industry rule of thumb is that 80 percent of incidents are caused by change in release, so the insights and automation from Dynatrace will be key to our ability to use Agentic AI and AI-powered coding techniques to scale innovation with confidence now and in future.”