Technology Service Specialist, Associate

Position Overview

Job Title:Technology Service Specialist

Location: Pune, India

Corporate Title: AVP

Role Description

We are looking for a motivated Operation Services Specialist to join our HRIT Production Engineering team. This role requires a Professional with a wide variety of strengths and capabilities across multiple technologies and disciplines. You'll work in a collaborative, thought-provoking environment that encourages diversity of thought, creative solutions, and requires a high level of accountability to deliver technical solutions and continuous improvements in the overall support strategy. You'll manage all aspects of the HRIT systems and work closely with geographically diverse support and development teams to continue to build a market leading support organization for Corporate Functions Technology (IT).

What we'll offer you

As part of our flexible scheme, here are just some of the benefits that you'll enjoy

• Best in class leave policy
• Gender neutral parental leaves
• 100% reimbursement under childcare assistance benefit (gender neutral)
• 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

• 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 L1/L2 team to ensure the team is upto 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 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.
• 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 and deliver on 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 APAC and EMEA hours between 06:30 AM IST and 10:30 PM IST ( 2 shifts). In the event of major outages or issues we may ask for flexibility to help provide appropriate cover.
• Weekend on-call coverage needs to be provided on rotational/need basis.
• Take care of Release Management on application configurations /functional changes.
• Update the RUN Book and KEDB as & when required
• Participate in all BCP and component failure tests based on the run books
• Understand flow of data through the application infrastructure. It is critical to understand the dataflow so as to best provide operational support
• Event monitoring and management via a 24x7 workbench that is both monitoring and regularly probing the service environment, and acting on instruction of a run book.
• Drive knowledge management across the supported applications and ensure full compliance Drive continual service improvements

Your skills and experience

• Extensive 10+ years of IT experience (preferably within large corporate environments, controlled production environments including financial services technology in a client-facing function) and experience with people/team management.
• Having Engineering background on Computer Science
• Extensive hands-on experience in report preparations using PowerPoint
• ITIL Foundation Certificate
• Exhibit SRE mindset and exposure implanting SRE, DevOps, and agile methods
• Knowledge of databases (Oracle/MSSQL etc.), including working experience of writing Structured Query Language (SQL) scripts and queries
• Experience working on UNIX/Linux, Solaris, Java J2EE, Python, Powershell scripts, Bash, and Ansible
• Knowledge of Cloud-based technologies (preferably Google Cloud platform), and knowledge of application performance tools (such as New Relic, Splunk, AppDynamics, Grafana).

Skills That Will Help You Excel

• Articulate and experienced communicator able to communicate with a broad range of stakeholders and virtual teams
• Strong analytical and problem-solving skills
• Bachelor's degree in Computer Science or IT-related discipline
• ITIL Foundation Certificate
• CGP certification is a plus

How we'll support you

• Training and development to help you excel in your career
• 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 teams

Please 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.