:Job Title: Operations Service SpecialistCorporate Title: AVPLocation: Pune, IndiaRole Description
Private Bank Germany Service Operations - provides 2nd Level Application Support for business applications used in branches, by mobile sales or via internet.
The department is responsible for the stability of the applications. Incident Management and Problem Management are the main processes that account for the required stability. In-depth application knowledge and understanding of the business processes that the applications support are our main assets.
What wexe2x80x99ll offer youAs part of our flexible scheme, here are just some of the benefits that youxe2x80x99ll enjoy
Best in class leave policy
Gender neutral parental leaves
100% reimbursement under childcare assistance benefit (gender neutral)
Flexible working arrangements
Sponsorship for Industry relevant certifications and education
Employee Assistance Program for you and your family members
Comprehensive Hospitalization Insurance for you and your dependents
Accident and Term life Insurance
Complementary Health screening for 35 yrs. and above
Your key responsibilities
Experience: 10+ years
Monitor production systems for performance, availability, and anomalies.
Collaborate with development teams for bug fixes and enhancements.
Provide application support by handling and consulting on BAU, Incidents/emails/alerts for the respective applications.
Act as an escalation point for user issues and requests and from Level 1/L2 support. Report issues to senior management.
Manage and mentor regional L2 team to ensure the team is up to speed and picks up the support duties.
Gain detailed knowledge of all business flows, the application architecture, and the hardware configuration for supported applications.
Define, document, and maintain procedures, SLAs, and knowledge base to support the platforms to ensure consistent service levels are achieved across the global support team.
Build and maintain effective and productive relationships with the stakeholders in business, development, infrastructure, and third-party systems / data providers.
Manage incidents through resolution, keeping all stakeholders abreast of the situation and working to minimize impact wherever possible.
Conduct post-mortems of incidents and drive relevant feedback into Incident, Problem and Change management programs.
Facilitate coordination across L1/L2 and L3/Engineering teams to investigate and resolve an ongoing infrastructure/platform or application issue impacting multiple business lines.
Drive the development and implementation of the tools and best practices needed to provide effective support.
Collaborate with and deliver initiatives and install these initiatives to drive stability in the environment.
Assist in the process to approve all new releases and production configuration changes; ensure development includes all necessary documentation for each change and conduct post-release testing where required.
Perform reviews of all open production items with the development team and push for updates and resolutions to outstanding tasks and reoccurring issues.
Regularly review and analyze service requests and issues that are raised; seek to improve the process and remove reoccurring tasks where possible.
Perform reviews of existing monitoring for the platform and make improvements where possible.
The candidate will have to work in shifts as part of a Rota covering EMEA hours and in the event of major outages or issues we may ask for flexibility to help provide appropriate cover.
Your skills and experienceBusiness and Technical competency:
Hands on experience in Banking domain and technology.
Credit card business and operations knowledge is a must.
Technologies:
Hands-on experience with log analyser such as Splunk (mainly), kibana etc.
Knowledge in container platforms like Kubernetes / OpenShift
Knowledge in Observability tool like NewRelic
Hands on experience in job scheduling tools, sqls/ oracle DB etc.
Incident and Operations Management:
Strong knowledge in incident management processes and various ITIL concepts.
Strong skills in application monitoring and performance, troubleshooting, and root cause analysis.
Soft Skills:
Excellent problem-solving abilities in high-pressure scenarios.
Strong communication skills to work effectively with stakeholders and cross-functional teams.
Ability to prioritize tasks and manage time effectively in a fast-paced environment.
English language skills mandatory, German CEFR A1 level preferred (highly desirable)
Education
Bachelorxe2x80x99s degree from an accredited college or university with a concentration in IT or Computer Science related discipline (equivalent diploma or technical faculty)
How wexe2x80x99ll support you
Training and development to help you excel in your career
Flexible working to assist you balance your personal priorities
Coaching and support from experts in your team
A culture of continuous learning to aid progression
A range of flexible benefits that you can tailor to suit your needs
About us and our teamsPlease visit our company website for further information:We strive for a in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively.Together we share and celebrate the successes of our people. Together we are Deutsche Bank Group.We welcome applications from all people and promote a positive, fair and inclusive work environment.