LogicMonitor Enables Provident Bank’s Growth Beyond $25 Billion in Assets

Provident Bank is a leading New Jersey-based community-focused financial institution with over $25 billion in assets. The 187-year-old institution serves customers at its 140+ branches throughout New Jersey, New York, and Pennsylvania and is growing rapidly. 

The challenge: Delivering financial wellbeing through trusted IT

Jeffrey Yep, Senior Vice President and Head of Technology Operations at Provident Bank, joined the institution during its merger with Lakeland Bank. At the time, Provident identified opportunities to further mature how it manages and responds to infrastructure alerts in line with its growth. These issues sometimes prolonged branch disruptions and impacted customer experience when accessing important bank services. He said:

“Our branches are one of the most important channels for customers. If a branch is down, it can’t conduct business as expected and has to potentially redirect a customer to another location. That’s not the experience we want our customers to have.”

The tool’s complicated user interface, confusing communication system, and high alert noise meant that critical updates could be buried or hidden — which kept Yep and his team from being able to do their jobs the way they needed to. The team struggled with issues like: 

• Overwhelming infrastructure alert noise with a high volume of emails per day, making it hard for Provident’s IT team to determine what needed to be prioritized versus what could wait. 
• As the organization scaled, the need for a dedicated NOC model became more critical to support growing operational complexity, and proactively identify and resolve potential issues before they could become noticeable to branch employees and customers. 
• Reliance on email-based communication between IT and business units during critical events that would prolong remediation. 

Why Provident Bank chose LogicMonitor 

Yep decided to focus on the IT Service Desk first and ramp up into full infrastructure observability over time. By improving IT’s access to system monitoring and streamlining alert noise, Yep could ensure that his team had a strong foundation in place to begin working more proactively — not reactively, as they had been before. To do this, though, Provident Bank would need a solution that could:  

1. Reduce infrastructure alert fatigue and create a proactive monitoring culture 
2. Enable ongoing pre-planning for future infrastructure upgrades  
3. Support efforts to reduce downtime at all high-traffic touchpoints during and after the merger 
4. Improve IT operational efficiency without significant overhead  

“The LogicMonitor team is constantly asking what they can do for us; there’s always a channel of communication open.” — Jeffrey Yep, SVP and Head of Technology Operations, Provident Bank 

What’s next for Provident Bank?  

With LogicMonitor fully embedded in its operations, Provident Bank is looking ahead to the future. The company plans to grow its managed assets organically through various channels, and LogicMonitor’s infrastructure can help them reach this goal.