Technology Service Analyst
1 month ago
We are part of the Chief Security Office (CSO) responsible for providing technology application support for cyber and physical security platformsOur team provides an end-to-end follow the sun support service for multiple areas across Deutsche BankBeing at the forefront of supporting the applications the team members have high exposure to, and work with the front to back business teams on a daily basis within a fast-paced dynamic environment.What we’ll offer youAs part of our flexible scheme, here are just some of the benefits that you’ll enjoyBest 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 aboveYour key responsibilitiesProvide superior Level 2 app support for CSO Production Services across full spectrum of ITIL processes adhering to teams Key Operating Procedures (KOP), main focus being on stability.Diligently monitor incoming support tickets, e-mails, calls and chats, taking great care in responses and owning all items till resolution.Key focus on Knowledge and Training ensuring new and helpful information is continually captured, documented, and communicated benefiting the entire team.Gain detailed knowledge of all supported applications business/operations process flows, and an applications architecture and hardware configuration.Ensure timely delivery of key data feeds within SLA’s. Consistently achieve maximum availability (up time) for critical application functionality.Understand Incident impact and urgency, putting together and delivering prompt detailed communications to key stakeholders on resolution progress.Managing Incident troubleshooting through to resolution, setting up and leading conference calls and group chats, escalating promptly where required pulling in all essential personnel.Conduct post-mortems of Incidents and track preventative measures through to implementation, ensuring lessons learnt are documented and adhered to going forward.Review Change Requests and understand their wider impact, ensuring all mandatory information is present and testing has been performed, and that suitable back out plans are in place.Put in place new and enhance existing monitoring using monitoring tools to proactively detect and alert to application issues.Work with Program managers and Engineering teams to onboard application support for new applications, estimating support work load and rolling out support services.Lead regular reviews of all open production issues with Engineering and Program teams and push for updates and resolutions to outstanding tasks and reoccurring issues.Mentor and guide L1 team members to develop and improve their capabilities.Approach support with a proactive attitude, working to proactively improve the environment before issues occur.Weekend coverage needs to be considered on a Rota basis.Your skills and experience2-4+ years working experience in a financial institution providing IT support and dealing with business usersSelf-motivation and willingness to continual learn and improve both soft and technical skillsAutomation mindset, looking to continually reduce, automate, or eliminate all manual tasks and effortGetting things done in large organizations – understanding of where to use processes and how to build and operate a network. "Change Agent", ability to obtain results through influenceWork across countries, regions and time zones with a broad range of cultures and technical capabilityGood written and oral communication skills, including the ability to communicate technical information to a non-technical audience - Relationship management skillsExperience working with virtual and global teams / Intercultural awarenessBroad ITIL / best practice service context within a real time distributed environment (ITIL v3 foundation desired)Ability to manage ambiguity, risk, and changing direction of projects and strategies.Experience with using UNIX, Linux, Wintel, Python/Perl/Shell scripting, as well as ability to write SQL to extract data in Oracle/SQL Server databases.ExperienceExperience in IT in large corporate environments, specifically in the area of controlled production environments or in Financial Services Technology in a client-facing functionExperience of end-to-end Level 2 production support and good overview of production support.Investment Banking Experience is preferable.Experience of run-book execution.Experience of supporting complex application and infrastructure domainsIITIL / best practice service contextGood analytical and problem solving skillsAbility to work in virtual teams and in matrix structuresWorking knowledge of incident tracking tools (i.e. ServiceNow etc.)Working experience in Cloud based platforms.Must be hands on with technologies like UNIX (Linux/Solaris), Oracle SQL/ PL*SQL and will be required to login to the servers and perform troubleshooting issues.Understanding of application monitoring toolsEducation / Certification :Bachelor Degree from an accredited college or university with a concentration in Computer Science or IT-related discipline (or equivalent work experience or diploma)ITIL Foundation CertificateHow we’ll support youTraining and development to help you excel in your careerCoaching and support from experts in your teamA culture of continuous learning to aid progressionA range of flexible benefits that you can tailor to suit your needs
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