Service Operations

Job Description

Service Operations - Production Engineer Support, Associate

Position Overview

Job Title: Service Operations - Production Engineer Support, Associate

Location: Bangalore, India

Role Description

You will be operating within Corporate Bank Production domain or in Corporate Banking subdivisions, as a Production Support Engineer. In this role, you will be accountable to drive a culture of proactive continual improvement into the Production environment through application, user request support, troubleshooting and resolving the errors in production environment. Automation of manual work, monitoring improvements and platform hygiene. Training and mentoring new and existing team members, supporting the resolution of issues and conflicts and preparing reports and meetings. Candidate should have experience in all relevant tools used in the Service Operations environment and 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).

- Ensure all the BAU support queries from business are handled on priority and within agreed SLA and to ensure all application stability issues are well taken care off.
- 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.
- Embrace a Continuous Service Improvement approach to resolve IT failings, drive efficiencies and remove repetition to streamline support activities, reduce risk, and improve system availability.
- 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.
- Act as a Production Engineering role model to enhance the technical capability of the Production Support teams to create a future operating model embedded with engineering culture.
- Train and Mentor team members to grow to the next role.
- Bring in the culture of innovation engineering and automation mindset.

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

- Lead by example to drive a culture of proactive continual improvement into the Production environment through automation of manual work, monitoring improvements and platform hygiene.
- Carry out technical analysis of the Production platform to identify and remediate performance and resiliency issues.
- Engage in the Software Development Lifecycle (SDLC) to enhance Production Standards and controls.
- Update the RUN Book and KEDB as & when required.
- Participate in all BCP and component failure tests based on the run books.
- Understand flow of data through the application infrastructure. It is critical to understand the dataflow so as to best provide operational support.
- Event monitoring and management via a 24x7 workbench that is both monitoring and regularly probing the service environment and acting on instruction of a run book.
- Drive knowledge management across the supported applications and ensure full compliance.
- 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 of applying technical solutions to improve the stability of production environments.
- Working experience of some of the following technology skills:

- Operating systems (UNIX, Windows) and the underlying infrastructure environments

- Middleware (MQ, WebLogic, Tomcat, Jboss, Apache, Kafka, DAP, DWEB)

- Database environments (Oracle, MS-SQL, Sybase, No SQL)

- Automation, monitoring and data analytics tools (Monitoring tool (Geneos/Grafana/New Relic), scheduling tool (Control-M /Autosys), Ansible, Blue-prism, App dynamics, Splunk and similar tools)

- Scripting languages (UNIX shell, PowerShell, Python and any similar programming languages).

- Incident Tool (Service Now) and JIRA.

- 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 troubleshooting 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):

- 7+ years of experience in IT in large corporate environments, specifically in 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 (SWIFT, Payment Messaging flows knowledge will be good to have)

- Experience of end-to-end application support (Level 1, 2) with good overview of Production/Operation.

- Experience of supporting complex application and infrastructure domains
- ITIL / best practice service context. ITIL foundation is plus.
- Problem Management and Change Management.
- Good analytical and problem-solving skills
- Preferably knowledge or experience on GCP.
- Experience of working in an agile work culture.
- Knowledge of DevOps, Scrum and SRE concepts.
- Participate in the Disaster Recovery / Release and Deployment activity on weekend Support.
- Participate in Hand-over and follow the Sun Model in Production Support.
- KPI improvement, Manual activity in Support to be automated.
- Working closely with the Development team on JIRA tickets as well for SRE.
- Worked on Confluence and KB Documents.
- Manage SLA and OLA for the application support.

Business Competencies:

- Communication - Intermediate / Experienced
- Financial Management - Intermediate
- Industry Knowledge - Intermediate
- Innovation - Intermediate
- Managing Complexity - Intermediate
- Technical Competencies: Intermediate
- Business Continuity/Disaster Recovery - Intermediate
- Operational Management - Intermediate
- Domain Knowledge: Knowledge of Corporate Banking would be advantageous.

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

Please visit our company website for further information:

We strive for a in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively.
Together we share and celebrate the successes of our people. Together we are Deutsche Bank Group.
We welcome applications from all people and promote a positive, fair and inclusive work environment.