Production Specialist, AVP - Pune - Business Bay

Job Title- Support Analyst

Location- Pune, India

Role Description

This support Analyst role is operating within Production services team of Securities Services and Trade Custodian, Fund services domain which is a subdivision of Corporate Bank as a Production Support Engineer.

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

• To drive a culture of proactive continual improvement into the Production environment stability through application, user request support, troubleshooting and resolving the errors in production environment.
• Automation of manual work, monitoring improvements and platform hygiene are additional key responsibilities.
• You should have experience in all relevant tools used in the Service Operations environment.
• Specialist expertise in one or more technical domains.
• Committed to ensure that all associated Service Operations stakeholders are provided with an optimum level of service in line with Service Level Agreements (SLAs) / Operating Level Agreements (OLAs).
• Ensure all the BAU support queries from business are handled on priority and within agreed SLA and also to ensure all application stability issues are handled.
• Work towards the resolution of incidents. Drive with the resolution of complex incidents. Ensure that the right problem-solving techniques and processes are applied
• Embrace a Continuous Service Improvement approach to resolve IT failings, drive efficiencies and remove repetition to streamline support activities, reduce risk, and improve system availability.
• Act as a Production Engineering role model to enhance the technical capability of the Production Support teams to create a future operating model embedded with engineering culture.
• Provide hands on technical support for a suite of applications/platforms within Deutsche Bank during early APAC hours.
• 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.
• Shift Working (Weekday and Weekend) coverage is mandatory and is on rotational basis with compensatory offs for extra working days.
• Lead by example to drive a culture of proactive continual improvement into the Production environment through automation of manual work, monitoring improvements and platform hygiene.
• Carry out technical analysis of the Production platform to identify and remediate performance and resiliency issues.
• Engage in the Software Development Lifecycle (SDLC) to enhance Production Standards and controls.
• 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
• Proactive event monitoring and ensuring the alerts/events are well handled by referring to runbook and also taking initiative in creating new ones if required for the future reference.
• Drive knowledge management across the supported applications and ensure full compliance
• Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution.

Your skills and experience

• 9+ years of experience in IT in large corporate environments, specifically in the area of controlled production environments or in Financial Services Technology in a client-facing function
• Experience of end-to-end Level 1,2 management and good overview of Production/Operations Management overall
• Operating systems (e.g. UNIX, Windows) and the underlying infrastructure environments
• Good working knowledge of RDBMS Database environments (e.g. Oracle, MS-SQL, Sybase, MySQL, No SQL)
• Middleware (e.g. MQ, WebLogic, Tomcat, Jboss, Apache, Kafka ), DAP, Dweb, Fabric
• Scripting languages (e.g. UNIX shell and PowerShell, PERL, Python, Github, Spring boot, JAVA/.NET )
• Automation, monitoring and data analytics tools (e.g. Monitoring tool (Geneos/Nagios) , scheduling tool (Control-M /Autosys), Ansible, Blueprism, App dynamics, Splunk )
• Working experience in Cloud technologies (preferably GCP).
• Good understanding of ITIL Service Management framework such as Incident, Problem, and Change processes.

Nice to Have:

• Recent experience of applying technical solutions to improve the stability of production environments
• Ability to self-manage a book of work and ensure clear transparency on progress with clear, timely, communication of issues.
• Excellent troubleshooting and problem-solving skills.
• Excellent communication skills, both written and verbal, with attention to detail.
• Ability to work in virtual teams and in matrix structures
• Service Operations, development experience within a global operations context
• Global Transaction Banking Experience is a plus.
• Experience of supporting complex application and infrastructure domains.
• Experience in Devops/SRE.
• Knowledge and development experience in Ansible automation.
• Good analytical and problem-solving skills
• Experience of working in an agile work culture.
• Experience of leading small feature/function teams.

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:

https://www.db.com/company/company.htm

Deutsche Bank’s Corporate Bank division is a leading provider of cash management, trade finance and securities finance. We complete green-field projects that deliver the best Corporate Bank - Securities Services products in the world. Our team is diverse, international, and driven by shared focus on clean code and valued delivery.  At every level, agile minds are rewarded with competitive pay, support, and opportunities to excel. 

You will work as part of a cross-functional agile delivery team. You will bring an innovative approach to software development, focusing on using the latest technologies and practices, as part of a relentless focus on business value. You will be someone who sees engineering as team activity, with a predisposition to open code, open discussion and creating a supportive, collaborative environment. You will be ready to contribute to all stages of software delivery, from initial analysis right through to production support.

Our values define the working environment we strive to create – diverse, supportive and welcoming of different views. We embrace a culture reflecting a variety of perspectives, insights and backgrounds to drive innovation. We build talented and diverse teams to drive business results and encourage our people to develop to their full potential. Talk to us about flexible work arrangements and other initiatives we offer.

We promote good working relationships and encourage high standards of conduct and work performance. We welcome applications from talented people from all cultures, countries, races, genders, sexual orientations, disabilities, beliefs and generations and are committed to providing a working environment free from harassment, discrimination and retaliation.

Visit Inside Deutsche Bank to discover more about the culture of Deutsche Bank including Diversity, Equity & Inclusion, Leadership, Learning, Future of Work and more besides.