Rft Production Support Finance

**Job Title: Production Service**

**Location: Pune, India**

**Overview**

The Associate Engineer role is essential to ensure production platform stability for the Bank. To accomplish Production Stability objective, the Associate Engineer ensures expeditious and appropriate resolution of issues and proactively address potential ones. The role requires engagement with wide cross section of teams required to drive to resolution. The Associate Engineer builds robust and reliable Production Monitoring solutions and effectively automate any recurring manual activities.

**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 child care assistance benefit (gender neutral)
- Flexible working arrangements
- 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**:
SL2 Technical Support
- Work in follow the sun-model support providing coverage for APAC/EMEA timezones, during holidays as well as weekends on a rota-basis

Relationship Management
- There is a significant amount of day to day relationship management involved in this role in order to provide excellent service, concentrating especially on the values core to the bank. Work with wide cross section of teams, including SL3, Development, QA and central platform teams, effectively manage their expectations.

Incident Management
- Create and manage high priority incident tickets. Work with members of the team and developers to resolve incidents, ensuring that affected users & management are always kept informed.
- On-call support will be required on a rota basis both during the week and at weekends

Change Management
- Working with developers to validate software releases ensuring advanced warning, appropriate technical and user testing has been completed.
- Ensuring that runbooks and information critical to successful release management are in place in advance of work occurring.

Problem Management
- Collaborate with technology partners to provide resolution for open problems or ensure that the appropriate parties have been tasked with doing so.
- Ensures PIR reporting and Root Cause Analysis
- Assists with the implementation of agreed remedies and preventative measures.

Continual Service Management Process Improvement & Reporting
- In the area of service quality and management, the role will involve;
- Identify process improvements in the regional and global support models and assist in implementation
- Work with project managers on the introduction and supportability of new services and systems
- Produce MIS reports on the overall quality of services
- Follow up and resolve service quality issues

Expectations
- There are a number of common expectations that all experts should demonstrate over and above their technical/specialist contribution. These are also important for reinforcing our Deutsche Bank Values and Beliefs:

- Demonstrate high standards of client centricity to provide appropriate solutions to existing issues and proactively address potential issues.
- Absolute adherence to established Incident Management and Change Management processes.

People Management

The behaviours provided below should be adopted by all Deutsche Bank employees in relation to their development and management of others.

**Your skills and experience**:

- 6-9 years working experience in financial institution (preferred) in providing IT support and dealing with business users on support or requirement gathering
- Work with teams across countries, regions and time zones with a broad range of cultures and technical expertise.
- Ability to manage ambiguity, risk, and changing direction of projects and strategies.
- Ability to work in a fast paced environment with competing and alternating priorities with a constant focus on delivery.
- Ability to balance business demands and IT fulfilment in terms of standardisation, reducing risk and increasing IT flexibility.
- Experience in IT delivery in a large enterprise working on mission-critical IT systems support, working in an Agile environment (preferred)
- Experience of working in a delivery model based on agreed Service Level agreements and working to continuously improve the efficiency and quality of service delivered.
- Ability to provide out of hours coverage as needed including holiday and weekends. Experience working in follow-the-sun model with virtual and global teams

**Technical Skills**
- Sound understanding of strong change management processes and controls in large organizations.
- Strong scripting experience in Java, Python and Shell
- Excellent problem solving skills in a distributed, multi-technology ecosystem.
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