Technology Service Analyst

2 months ago

Pune, India F337 Deutsche India Private Limited, Pune Branch Full time

Description

We are part of the Chief Security Office (CSO) responsible for providing technology application support for cyber and physical security platforms Our team provides an end-to-end follow the sun support service for multiple areas across Deutsche Bank Being at the forefront of supporting the applications the team members have high exposure to, and work with the front to back business teams on a daily basis within a fast-paced dynamic environment.

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

Provide superior Level 2 app support for CSO Production Services across full spectrum of ITIL processes adhering to teams Key Operating Procedures (KOP), main focus being on stability. Diligently monitor incoming support tickets, e-mails, calls and chats, taking great care in responses and owning all items till resolution. Key focus on Knowledge and Training ensuring new and helpful information is continually captured, documented, and communicated benefiting the entire team. Gain detailed knowledge of all supported applications business/operations process flows, and an applications architecture and hardware configuration. Ensure timely delivery of key data feeds within SLA’s. Consistently achieve maximum availability (up time) for critical application functionality. Understand Incident impact and urgency, putting together and delivering prompt detailed communications to key stakeholders on resolution progress. Managing Incident troubleshooting through to resolution, setting up and leading conference calls and group chats, escalating promptly where required pulling in all essential personnel. Conduct post-mortems of Incidents and track preventative measures through to implementation, ensuring lessons learnt are documented and adhered to going forward. Review Change Requests and understand their wider impact, ensuring all mandatory information is present and testing has been performed, and that suitable back out plans are in place. Put in place new and enhance existing monitoring using monitoring tools to proactively detect and alert to application issues. Work with Program managers and Engineering teams to onboard application support for new applications, estimating support work load and rolling out support services. Lead regular reviews of all open production issues with Engineering and Program teams and push for updates and resolutions to outstanding tasks and reoccurring issues. Mentor and guide L1 team members to develop and improve their capabilities. Approach support with a proactive attitude, working to proactively improve the environment before issues occur. Weekend coverage needs to be considered on a Rota basis.

Your skills and experience

2-4+ years working experience in a financial institution providing IT support and dealing with business users Self-motivation and willingness to continual learn and improve both soft and technical skills Automation mindset, looking to continually reduce, automate, or eliminate all manual tasks and effort Getting things done in large organizations – understanding of where to use processes and how to build and operate a network. "Change Agent", ability to obtain results through influence Work across countries, regions and time zones with a broad range of cultures and technical capability Good written and oral communication skills, including the ability to communicate technical information to a non-technical audience - Relationship management skills Experience working with virtual and global teams / Intercultural awareness Broad ITIL / best practice service context within a real time distributed environment (ITIL v3 foundation desired) Ability to manage ambiguity, risk, and changing direction of projects and strategies. Experience with using UNIX, Linux, Wintel, Python/Perl/Shell scripting, as well as ability to write SQL to extract data in Oracle/SQL Server databases.

Experience

Experience in IT in large corporate environments, specifically in the area of controlled production environments or in Financial Services Technology in a client-facing function Experience of end-to-end Level 2 production support and good overview of production support. Investment Banking Experience is preferable. Experience of run-book execution. Experience of supporting complex application and infrastructure domains IITIL / best practice service context Good analytical and problem solving skills Ability to work in virtual teams and in matrix structures Working knowledge of incident tracking tools (i.e. ServiceNow etc.) Working experience in Cloud based platforms. Must be hands on with technologies like UNIX (Linux/Solaris), Oracle SQL/ PL*SQL and will be required to login to the servers and perform troubleshooting issues. Understanding of application monitoring tools

 Education / Certification :

Bachelor Degree from an accredited college or university with a concentration in Computer Science or IT-related discipline (or equivalent work experience or diploma) ITIL Foundation Certificate

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

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