Production Support

2 months ago

Pune, India Deutsche Bank Full time

**Job Title - **Production Support**

**Location - Pune, India**

**Role Description**:

- Regional production status affirmation by collaborating with Corporate Bank Line of Business teams in daily calls
- Support the resolution of incidents and problems within the team. Assist with the resolution of complex incidents. Ensure that the right problem solving techniques and processes are applied
- Able to manage global partnership across development, support and business users.
- Be responsible for your own engineering delivery and using data and analytics, drive a reduction in technical debt across the production environment with development and infrastructure teams.

**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**:

- Chair start of day Regional calls with Application Leads to ensure all incidents over the past 24 hours are well understood and all outstanding follow-ups to be performed over the course of production day. Encourage team to flag any potential incident that are at risk of becoming a major incident
- Chair Senior management/stakeholder calls for major critical incidents. Ensure incident status and plan to recovery is well communicated
- Carry out technical analysis of the Production platform to identify and remediate performance and resiliency issues.
- Work with Operation/business users and establish strong relationship
- Participation in production change review/documenting, raising appropriate CAB questions and ensuring the deployments of every change have followed the standards and completed successfully.
- Participate in all BCP and component failure tests based on the run books
- Proactive event monitoring and ensuring the alerts/events are well handled by referring to runbook and also taking initiative in creating new ones if required for the future reference.
- Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution.

**Your skills and experience**:

- Recent experience in Problem Governance and Service improvement
- Working experience of some of the following technology skills:

- Operating systems (e.g. UNIX, Windows) and the underlying infrastructure environments
- Middleware (e.g. MQ, WebLogic, Tomcat, Jboss, Apache, Kafka and similar), DAP,Dweb, Fabric
- Database environments (e.g. Oracle, MS-SQL, Sybase, No SQL)
- Automation, monitoring and data analytics tools (e.g. Monitoring tool (Geneos/Nagios), scheduling tool (Control-M /Autosys), Ansible, Blueprism, App dynamics, Splunk and similar tools)
- Good understanding of ITIL Service Management framework such as Incident, Problem, and Change processes.
- Ability to self-manage a book of work and ensure clear transparency on progress with clear, timely, communication of issues.
- Excellent trouble-shooting and problem solving skills.
- Excellent communication skills, both written and verbal, with attention to detail.
- Ability to work in virtual teams and in matrix structures

**Experience | Exposure (Recommended)**:

- 8+ yrs experience in IT in large corporate environments, specifically in the area of controlled production environments or in Financial Services Technology in a client-facing function
- Service Operations, development experience within a global operations context
- Global Transaction Banking Experience is a plus.
- Experience of end to end Level 2,3,4 management and good overview of Production/Operations Management overall
- ITIL / best practice service context. ITIL foundation is plus.
- Good analytical and problem solving skills

**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

**About us and our teams**

Our values define the working environment we strive to create - diverse, supportive and welcoming of different views. We embrace a culture reflecting a variety of perspectives, insights and backgrounds to drive innovation. We build talented and diverse teams to drive business results and encourage our people to develop to their full potential. Talk to us about flexible work arrangements and other initiatives we offer.

Visit Inside Deutsche Bank to discover more about the culture of Deutsche Bank including Diversity, Equity & Inclusion, Leadership, Learning, Future of Work and more besides.

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