01Overview
Service Operations - Production Support Engineer, AVP Position Overview
Job Title: Service Operations - Production Support Engineer
Location: Pune, India
Corporate Title: AVP
Role Description
At the heart of Deutsche Bank's client franchise, is the Corporate Bank (CB), a market leader in Cash Management, Trade Finance & Lending, Securities Services and Trust & Agency services. Focusing on the Treasurers and Finance Departments of Corporate and Commercial clients and Financial Institutions across the Globe, our Universal Expertise and Global Network allow us to offer truly integrated and effective solutions.You will be operating within Corporate Bank Production as a Production Support Engineer in the Client Access & Services subdivision. Client Access & Services serves the critical client facing applications categorized under Payment Initiation, Account Services and Client Centric Technology.Our objective at Corporate Bank Production is to consistently strive to make production better, which ensures promising End to End experience for our Corporate Clients running their daily Cash Management Business through various access channels. We also implement, encourage, and invest in building Engineering culture in our daily activities to achieve the wider objectives. Our strategy leads to attaining reduced number of issues, provide faster resolution on issues, and safeguard any changes being made on our production environment, across all domains at Corporate Bank.You will be accountable to drive a culture of proactive continual improvement into the Production environment through application, user request support, troubleshooting and resolving the errors in production environment. Automation of manual work, monitoring improvements and platform hygiene. Supporting the resolution of issues and conflicts and preparing reports and meetings. Candidate should have experience in all relevant tools used in the Service Operations environment and have specialist expertise in one or more technical domains and ensures 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).
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 policyGender neutral parental leaves100% reimbursement under childcare assistance benefit (gender neutral)Sponsorship for Industry relevant certifications and educationEmployee Assistance Program for you and your family membersComprehensive Hospitalization Insurance for you and your dependentsAccident and Term life InsuranceComplementary Health screening for 35 yrs. and above
Your key responsibilities
Ensure all the business queries are handled on priority within agreed SLA to ensure application stability.Support the resolution of incidents and problems. Assist with the resolution of complex incidents. Ensure that the right problem-solving techniques and processes are applied.Partner with, and influence, stakeholders globally from development, infrastructure and production on risk identification, remediation solutions, and managing change conflicts to build momentum in optimizing the processes, platforms across Production.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.Develop a Continuous Service Improvement approach to resolve IT failings, drive efficiencies and remove repetition to streamline support activities, reduce risk, and improve system availability by understanding emerging trends and proactively addressing them.Carry out technical analysis of the Production platform to identify and remediate performance and resiliency issues.Responsible for day-to-day engineering support delivery task, using data and analytics, drive a reduction in technical debt across the production environment with development and infrastructure teams.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.Engage in the Software Development Lifecycle (SDLC) to enhance Production Standards and controls.Responsible for maintaining all support documents.Participate in all BCP and component failure tests based on the support documents.Understand flow of data through the application infrastructure.Event monitoring and management via a 24x7 workbench that is both monitoring and regularly probing the service environment and acting on instruction of a support documents.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 & Experience
Highly experienced with Production Application Support and ITIL .
