Operational Initiative · Resilience
Operational Resilience & Contingency Architecture
How we eliminated 100% of automatic denials and reduced latency by 62%.
Itaú Unibanco · Collateral · 2024–2025 · Senior PM
The Critical Problem
What the credit engine did
The credit engine validated customer eligibility for contracting Collateral. When it went down, 100% of customers were denied.
In the three months prior to the project, engine outages caused ~40% drops in contracting volume on affected days.
Additional problem: latency
The collateral eligibility API ran at P95 600ms — and the overall call exited at 900ms. This made the contracting flow slow and hurt conversion.
The Solution
D-1 Eligibility Base
Built a base containing the previous day's eligible customers. If the credit engine fails, we query that base — a customer approved yesterday remains approved today.
PUC Adapter 2.0
Migrated to the new credit-engine endpoint with stronger resilience, lower latency and better availability — eliminating the technical bottleneck.
Unified Engines
Unified the Increase and Issuance credit engines, enabling faster, more consistent decisions on a cleaner, more performant architecture.
Outcomes
| Metric | Before | After |
|---|---|---|
| Availability during PUC outage | 0% — all denied | 100% — fallback active |
| P95 eligibility API latency | 600ms | 229ms (-62%) |
| Overall call latency | 900ms | 550ms (-40%) |
| API /increase (limit increase) | 912ms | 836ms (-8.33%) |
| API /available (limits hub) | 788ms | 714ms (-9.39%) |
Key operating principles
Resilience is a PM decision
The fallback was born from understanding the business impact of each outage — not just engineering.
Elegant beats complex
The D-1 base solved a critical problem with simple, auditable logic.
Performance is product
Every millisecond of latency impacts conversion — PM responsibility as much as engineering.
External dependencies require a plan
Trusting third-party availability at 100% is a product risk.
Translate technical into business
-62% latency = more conversion = more outcome for the bank.