Level 2 Production Support for Partner Data

**Role Responsibilities**
- Ensures that the Service Operations team provides optimum service level to the business lines that it is supporting.
- Assists in managing business stakeholder relationships.
- Assists in defining and managing OLAs with relevant stakeholders.
- Ensures that the team understands OLAs and resources appropriately and are aligned to business SLAs.
- Ensures relevant Client Service teams are informed of progress on incidents, where necessary.
- Ensures that defined divisional Production Management service operations and support processes are adhered to by the team. Makes improvement recommendations where appropriate.
- Prepares for and, if requested, manages steam review meetings. Makes suggestions for continual service improvement.
- Manages escalations by working with Client Services and other Service Operations Specialists and relevant functions to accurately resolve escalated issues quickly.
- Observes areas requiring monitoring, reporting and improvement.
- Identifies required metrics and ensure they are established, monitored and improved where appropriate.
- Continuously seeks to improve team performance.
- Participates in team training events, where appropriate.
- Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution.
- Mentors and coaches Production Management Analysts within the team by providing career development and counselling, as needed.
- Assists Production Management Analysts in setting performance targets; and manages performance against them.
- Identifies team ‘bottlenecks’ (obstacles) and takes appropriate actions to eliminate them.
- Level 3 or Advanced support for technical infrastructure components
- Evaluation of new products including prototyping and recommending new products including automation
- Specify/select tools to enhance operational support.
- Champion activities and establishes 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
- Builds captures and manages the transfers of knowledge across the Service Operations organization
- Fulfil Service Requests addressed to L2 Support
- Communicate with Service Desk function, other L2 and L3 units

**Experience/Exposure**
- Service Operations specialist experience within a global operations context
- Experience managing and mentoring Service Operations teams
- Broad ITIL/best practice service context within a real time distributed environment
- Experience managing relationships across multiple disciplines and time zones
- Ability to converse clearly with internal and external staff via telephone and written communication
- Good knowledge on interface technologies and communication protocols
- Be willing to work in DE business hours
- 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
- Distinct service orientation
- High degree of self-initiative

**_Area specific tasks / responsibilities: _**
- Handling Incident
- /Problem Management und Service Request Fulfilment
- Analyze Incidents, which are addressed from 1st Level Support
- Analyze occurred errors out of the batch processing and interfaces of related systems
- Resolution or Workaround determination and implementation
- Supporting the resolution of high impact incidents on our services, including attendance at incident bridge calls
- Escalate incident tickets and working with members of the team and Developers
- Handling Service Request eg. Reports for Business and Projects
- Providing resolution for open problems, or ensuring that the appropriate parties have been tasked with doing so
- Supporting the handover from new Projects / Applications into Production Services with Service Transition before Go Life Phase
- Supporting Oncall-Support activities

**Skill-profile/Experience**
- Experience working in an Agile environment will be beneficial
- Oracle, Unix and UC4 knowledge would be an added advantage
- Knowledge in COBOL programming, respectively understanding/analysing of coding
- Deeper Know How of IBM mainframe environment (JCL, OPC, batch processing, middleware infrastructure)
- Good experience in mainframe DB2 (mainly SQL)
- Knowledge about Java, HTML and Web technologies
- Extensive analytical and process related thinking combined with creativity, independence and assertiveness, to design procedures.
- Organizational Skills (Project experience, independent working)
- Communication Skills (good verbal and written communication)
- ITIL Know How

**Education/Certification**
- Bachelor’s degree from an accredited college or university with a concentration in Computer Science or IT-related discipline (or equivalent wor