Service Operations Specialist

Description

TDI Private Bank Global Production Stability - provides 2nd Level Application Support for business applications used in branches, by mobile sales or via internet. The department is responsible for the stability of the applications. Incident Management and Problem Management are the main processes that account for the required stability. In-depth application knowledge and understanding of the business processes that the applications support are our main assets.

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

Experience: 7+ years Monitor production systems for performance, availability, and anomalies. Collaborate with development teams for bug fixes and enhancements. Mainframe, DAP and Unix is knowledge will be an advantage. 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. 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 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 automations and implementation of the tools and best practices needed to provide effective support. Collaborate with, deliver 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 EMEA hours and in the event of major outages or issues we may ask for flexibility to help provide appropriate cover. Be willing to take over on-call service for the application.

Your skills and experience

Business and Technical competency:

Hands on experience in Banking domain and technology. Banking Payments business and operations knowledge is a must.

Technologies:

Hands-on experience with log analyser such as Splunk (mainly), Geneos etc. Knowledge in Mainframe, DAP and Unix Knowledge and hands on in Observability tool like NewRelic Hands on experience in job scheduling tools, SQL etc.

Incident and Operations Management:

Strong knowledge in incident management processes and various ITIL concepts. ITIL V3 foundation certification (preferred) Strong skills in application monitoring and performance, troubleshooting, and root cause analysis.

Soft Skills:

Excellent problem-solving abilities in high-pressure scenarios. Strong communication skills to work effectively with stakeholders and cross-functional teams. Ability to prioritize tasks and manage time effectively in a fast-paced environment. English language skills mandatory, German CEFR A1 level preferred (highly desirable)

Education

Bachelor’s degree from an accredited college or university with a concentration in IT or Computer Science related discipline (equivalent diploma or technical faculty)

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.

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