Customeranalytics internalization bc

**Job Title - **Customer Analytics **| **Dispatcher for Platform Orchestration Squad** **Location - Pune/Bengaluru (India)** **Role Description** The tribe "Customer Analytics" is responsible for the creation as well as the orchestration of the digital customer communication towards our internal and external customers for the brands Deutsche Bank and Postbank within Deutsche Bank Private Bank Germany (PB GY). The Tribe consists of several squads, which are responsible for the Digital Marketing Platform of PB GY on the one hand and the creation, orchestration, and playout of data-based, individualized customer communications on the other. The overall management of the Digital Marketing Platform is clustered in a Product Domain. As soon as possible, we are looking for a Dispatcher for this Squad to support us to expedite our endeavor of fully leveraging and scaling our Digital Marketing Platform for our clients. **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** - You are responsible for evaluating, prioritizing, and routing of incoming incidents/problems and service tickets for our Digital Marketing Platform - You manage the total list of incidents/problems, and you are the single point of contact for our different stakeholder - Your responsibility is the decision to differentiate a problem from an incident - Based on your technical expertise you can evaluate and challenge to business impact and thereby supporting our agile teams and Product Owners to define the priority and impact on their current book of work - You can communicate the progress, impact and actions taken to our various stakeholders with a client-centric language - You are a proactive person, and you strive to improve our squad by means of standardization, clear communication guidelines and automated categorization logics - You are acting calm in critical incident situations **Your skills and experience** - +5 years’ experience in multiple mailbox handling, raising, and updating Incident tickets and service request - Experience in following frameworks: SDLC, ITIL and COBIT - Experience in handling problems management - Experience in opening and handling calls with Global Incident Management - Multi-year Experience in user onboarding, coordination with different team during incident management, disaster recovery expertise - You are an excellent communicator; you show strong independence and initiative to work in / with agile delivery teams including proficiency in JIRA, confluence - You are highly customer-oriented, quality focused and resistant in critical incident situations - Experience in working with distributed teams (especially Germany + India) - Fluency in English (spoken, written); German-speaking/reading skills highly welcome **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.