Service Ops Idas

2 weeks ago

Pune, Maharashtra, India Deutsche Bank Full time
**Job Title

  • Service Ops IDAS****Location
  • Pune**
    Role Description
We (EUC - Authentication and Identity (IDAS) ) are part of Technology Data and Innovation group (TDI) ,responsible

follow the sun support model.

The EUC IDAS line of business has a current portfolio of several criticalback business teams on a daily basis within a fast-paced dynamic environment.

EUC-Authentication domain provides production support for the bank's strategic authentication and authorization


platforms such as Enterprise Identity Provider (IDP), Web Single Sign on (WebSSO), Multifactor Authentication (MFA) & One Time Password services.


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

Position Specific Responsibilities and Accountabilities

  • Act as an escalation point for user issues and requests and from Level 1/L2 support. Report issues to senior management.
  • 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 postmortems of incidents and drive relevant feedback into Incident, Problem and Change management programs.
  • 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 postrelease 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.
  • In the event of major outages or issues we may ask for flexibility to help provide appropriate cover including evenings and weekends.
  • Weekend coverage needs to be provided on rotational/on request basis, compensation days can be provided for those performing weekend work.

People Management
The behaviors provided below should be adopted by all Deutsche Bank employees in relation to their

development and management of others.

Supports the development of an environment where people management and development are the

number one priority. Coaches' direct reports and others in the organization, as appropriate
- lActively supports the business strategy, plans and values, contributing to the achievement of a high performance culture
- lTakes ownership for own career management, seeking opportunities for continuous development of personal capability and improved performance contribution

  • Acts as a role model for new employees, providing help and support to facilitate early integration and assimilation of their new environment
  • Supports tough people decisions to ensure people performance is aligned with organization
- imperatives and needs. Addresses individual performance issues, where necessary, to drive for high performance

Your skills and experience

Experience/ Exposure
3+ years for an Analyst and 6+ years for an Associate - providing hands on IT support and

Preferred:
Experience in an investment bank, financial institution, or large corporation; Strong Technology

background.

Preferred:
Prior experience working in Authentication & Authorization (A&A) and Identity and Access

management ( IDAM ) domain

  • Good analytical and problemsolving skills.
  • Good written and oral communication skills, including the ability to communicate technical information to a nontechnical audience and with executive levels.
  • Understanding of ITIL / best practices for supporting a production environment
  • Preferred:
ITIL v3 foundation certification.

  • 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

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