Technology Service Specialist, AS

Description

The Technology Service Specialist acts as technical SME for Reference Data applications, maintains an end-to-end view of the application and infrastructure landscape and manages service delivery to our consumers based on agreed Service Level agreements. The specialist automates and implements technical solutions in response to business problems. With the full ownership of Production platforms, the individual is required to ensure environment stability, expeditious and timely resolution of Production issues, drive continual service improvements and perform key stakeholder’s management. The person performing the role may lead delivery of other members of the team and controls their work where applicable.

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 hands on technical support for a suite of applications within Deutsche Bank. Build up technical subject matter expertise on the applications being supported including business flows, the application architecture, and the hardware configuration. Resolve Incidents and 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). Incoming tasks management and take ownership to track & resolve issues coming via different channels (monitoring tool, ticketing system,email, chat channel etc). Build and maintain effective and productive relationships with the stakeholders in business, development, infrastructure, and third-party systems / data providers & vendors. 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 run books and knowledge articles are kept up to date. Actively pursue service improvements and efficiencies in the applications / processes that lead to increased production stability and customer satisfaction, respectively. Engage in 24 hrs follow the sun model with the support teams based in APAC, Europe and US.

Your skills and experience

5+ years for an associate providing hands on IT support and interacting with application end users. Preferred: Experience in an investment bank, financial institution, or large corporation. Understanding of ITIL/best practices, SRE for supporting a production environment Preferred: ITIL v3 foundation certification. Ability to work against tight deadlines & fast paced environment. Ability to work on weekend and odd hours to support production change/issue/incident as and when required. Experience using operating systems such as UNIX and Linux from the command line interface. Knowledge of commands need to navigate, troubleshoot issues and provide status of these systems. Preferred: LINUX, UNIX, Oracle Experience of monitoring and scheduling tools such as Geneos, Netcool, Control-M and New Relic. Ability to write SQL to extract and patch data in Oracle databases as well as monitor database health and performance. Exceptional written and oral communication skills, including the ability to communicate technical information to a non-technical audience and with executive levels. Understanding of Agile methodology and Google Cloud Platform. SRE experienced support preferred.

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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