Production Support Analyst, NCT

Job Summary

Job Title- Production Support Analyst, NCT

Location- Pune, India

Role Description

L2 Technical Application Support

Your key responsibilities

• Provide hands on technical support for a suite of applications/platforms within Deutsche Bank
• Build up technical subject matter expertise on the applications/platforms being supported including business flows, the application architecture, and the hardware configuration.
• Resolve service requests submitted by the application end users to the best of L2 ability and escalate any issues that cannot be resolved to L3.
• Conduct real time monitoring to ensure application SLAs are achieved and maximum application availability (up time).
• Assist in the process to approve all new releases and production configuration changes, keep stakeholders informed and conduct any release tasks assigned to support.
• Manage incidents through to 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.
• Build and maintain effective and productive relationships with the stakeholders in business, development, infrastructure, and third-party systems / data providers/vendors.
• Ensure all knowledge is documented and that support runbooks and knowledge articles are kept up to date.
• Approach support with a proactive attitude, working to improve the environment before issues occur.
• The candidate may have to work in shifts as part of a rotation covering APAC and EMEA hours between 06:30 IST and 10:30 PM IST (2 shifts). Weekend coverage may need to be provided on rotational basis.

Your skills and experience

• 3 to 5 years providing hands on IT support and interacting with application end users.
• Preferred: Experience in an investment bank, financial institution, or large corporation.
• Bachelor s degree from an accredited college or university with a concentration in Computer Science or IT-related discipline (or equivalent work experience or diploma).
• Good analytical and problem-solving skills.
• Exceptional written and oral communication skills, including the ability to communicate technical information to a non-technical audience and with executive levels.
• Understanding of ITIL / SRE / Cloud best practices for supporting a production environment
• Preferred: Experience in Google Cloud and AI tools
• Understanding of how to get things done in large organizations, where to use processes and how to build and operate a network.
• Ability to work across countries, regions, and time zones with a broad range of cultures and technical capability.

Technical Competencies

• UNIX
• Linux
• Wintel
• OpenShift
• Docker
• Kubernetes
• JAVA
• SQL
• Oracle

Proven ability to leverage AI tools to enhance productivity, optimise workflows to solve business problems, while applying critical judgment to ensure responsible and ethical use of data and AI outputs.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.