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Operations Services Specialist, AVP

4 months ago

pune, India F337 Deutsche India Private Limited, Pune Branch Full time

Description

Private Bank Germany Service Operations - 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) Flexible working arrangements 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:

• Management of support activities for service operations, such as troubleshooting and solving incidents and problems / service delivery

• Take overall responsibility for the resolution of incidents and problems within the team & oversee the resolution of complex incidents

• Ensure analysts are using the correct troubleshooting methods and processes

• Assistance in managing relationships with involved business partners

• Manage escalations by collaborating with customer Service, other service operations specialists and relevant TDI functions to properly and quickly resolve escalated issues

• Overview of areas that need monitoring, reporting and improvement

• Identifying the required metrics and ensuring that they are addressed, monitored and improved where necessary

• Experience with multiple technology stacks (IBM mainframe, DB2/Oracle database, Cloud based platforms, JAVA etc)

• Working knowledge of standard tools (Service-Now, Confluence, JIRA)

• ITIL & GCP qualified desirable

• English language skills mandatory, German CEFR A1 level mandatory (higher desirable)

Your Key Skills and Experience:

• Experience with multiple technology stacks (IBM mainframe, DB2/Oracle database, Cloud based platforms, JAVA etc)
• Working knowledge of standard tools (Service-Now, Confluence, JIRA)
• ITIL & GCP qualified desirable
• English language skills mandatory, German CEFR A1 level mandatory (higher 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 Flexible working to assist you balance your personal priorities 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