AVP Operations Support Manager

4 days ago


Pune, Maharashtra, India Deutsche Bank Full time

Job Summary

We are seeking an experienced Operations Service Specialist, AVP to join our team. As a key member of our service operations department, you will be responsible for ensuring the stability and performance of our banking applications.

Responsibilities:

  • Monitor production systems for performance, availability, and anomalies.
  • Collaborate with development teams for bug fixes and enhancements.
  • Provide application support by handling and consulting on BAU, Incidents/emails/alerts for the respective applications.
  • Act as an escalation point for user issues and requests and from Level 1/L2 support. Report issues to senior management.
  • Manage and mentor regional L2 team to ensure the team is up to speed and picks up the support duties.
  • Gain detailed knowledge of all business flows, the application architecture, and the hardware configuration for supported applications.
  • Define, document, and maintain procedures, SLAs, and knowledge base to support the platforms to ensure consistent service levels are achieved across the global support team.
  • Build and maintain effective and productive relationships with stakeholders in business, development, infrastructure, and third-party systems/data providers.
  • Manage incidents through resolution, keeping all stakeholders abreast of the situation and working to minimize impact wherever possible.
  • Conduct post-mortems of incidents and drive relevant feedback into Incident, Problem, and Change management programs.
  • Facilitate coordination across L1/L2 and L3/Engineering teams to investigate and resolve an ongoing infrastructure/platform or application issue impacting multiple business lines.
  • Drive the development and implementation of the tools and best practices needed to provide effective support.
  • Collaborate with and deliver initiatives and install these initiatives to drive stability in the environment.
  • Assist in the process to approve all new releases and production configuration changes, ensure development includes all necessary documentation for each change, and conduct post-release testing where required.
  • Perform reviews of all open production items with the development team and push for updates and resolutions to outstanding tasks and reoccurring issues.
  • Regularly review and analyze service requests and issues that are raised, seek to improve the process, and remove reoccurring tasks where possible.
  • Perform reviews of existing monitoring for the platform and make improvements where possible.

Requirements:

  • Bachelor's degree from an accredited college or university with a concentration in IT or Computer Science related discipline (equivalent diploma or technical faculty).
  • 10+ years of experience in banking operations.
  • Strong analytical and problem-solving skills.
  • Excellent communication and teamwork abilities.
  • Proficiency in log analyzers like Splunk, container platforms like Kubernetes/OpenShift, and Observability tools like NewRelic.

About Deutsche Bank

Deutsche Bank is a leading global bank with a long history of innovation and excellence. We strive to create a workplace where our employees can excel and grow in their careers.



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