Production Analyst, Associate

Description Production is responsible for the supply of IT services to the bank. The Production analyst works as a member of the IT department and provides second level production services and end level technologies to different clients and business lines across Deutsche Bank. They work as the point of contact and the escalation point for members of the business and ensure effective restoration of product services by taking control of and managing each incident. In this role, they will interact directly with several different populations. The Production analyst will liaise directly with IT Application Owners and CIO, IT infrastructure groups, Operations, and key business stakeholders. The role is to support applications in the Banking domain. The primary application to support is Spar Support (SAP DM)  - Savings Accounts management. The Production analyst has specialist expertise in one or more technical domains and ensures that all associated Service Operations stakeholders are provided with an optimum level of service in line with Service Level Agreements (SLAs)/Operating Level Agreements (OLAs). The Production analyst has knowledge and experience of all relevant tools used in the Service Management environment. Work includes: Resolving events and complex issues with an awareness of overlapping and different technology areas Identifying where IT designs can be strengthened and provide value to the bank Partnering with product development to ensure that the business needs for each targeted segment are incorporated into product design and branding approaches Providing technical delivery governance on all related IT platforms and delivering technical expertise for support in outage co-ordination Embracing a Continuous Service Improvement approach to drive efficiencies and remove repetition to stream-line support activities Monitoring and Tracking activities Incident Management: analyzing issues Problem Management: supporting the permanent resolution of issues and conflicts Service Request Management: supporting user queries and preparing reports 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 Develop a good understanding of the activities required to execute Service Management functions. Follow all guidelines and controls for the relevant processes to ensure compliance and quality. Undertake specific functions within the relevant Service Management process as identified for the specific Service Management area. Participate in regular meetings with stakeholders, prepare and document meetings, track progress. Collect, interpret and respond to changes in production data, as appropriate. Track the implementation of resolution tasks. Provide regular and reliable reporting of relevant data to meet management requirements. Understand thoroughly the end-to-end application support process and escalation procedures, become fully conversant with all support tools that will be used to provide effective support in the relevant area (i.e. service operations). Maintain an end-to-end view of the application and infrastructure landscape. Provide feedback and communicates results to stakeholders. Provide input and contribute to Service Management related audits. Engage with other Service Management groups to understand business requirements Perform review of specifications. Collect, analyze and produce metrics on process data for KPIs to find out improvements. Identify risks and issues related to the area. Provide governance to ensure appropriate planning and reporting. Champion activities and establish best practices in specialist area, working to implement best of breed test practices and processes in area of profession. Defines and implements best practices, solutions and standards related to their area of expertise Build, capture and manage the transfer of knowledge across the Service Operations organization Your skills and experience 6 or more years of experience working in L2 Production Support areas Extensive knowledge in SAP Finance possibly with production support experience Exposure to SAP-DM, SAP-BP, SAP-BA, SAP-BW, SAP-CRM, Oracle, Unix and Automic Workload Automation (UC4) knowledge would be an added advantage Hands on experience in either SAP Banking Services / SAP Finance / Bank Reconciliation / General Ledger / SAP Bank Analyzer / Bank Customer Accounts (BCA) / SAP Core Banking / SAP Account Management / Posting Control Office / SAP FI / SAP FICO / SAP Payments Engine etc., would be very handy Knowledge in SAP Basis activities Knowledge in batch processing within SAP Systems Knowledge in Post Processing Offices within SAP Systems Knowledge to run queries or create reports within SAP Systems ABAP programming & debugging know-how Extensive analytical and process related thinking combined with creativity, independence and assertiveness, to design procedures. Good knowledge on interface technologies and communication protocols Be willing to work in DE business hours Organizational Skills (project experience, independent working) Communication Skills (good verbal and written communication) ITIL know-how Experience in on call support activities Clear and concise documentation in general and especially a proper documentation of the current status of incidents, problems and service requests in the Service Management tool Thorough and precise work style with a focus on high quality Highest degree of self-initiative 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