Service Operations Specialist

5 months ago

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

Description

TDI PB GY Services Operations provides Level 2 Application Support for critical business applications . The department is responsible for the stability of the applications. Incident Management and Problem Management are the main processes that account for the required stability. In-depth application knowledge and understanding of the business processes that the applications support are our main assets. 
The primary application to support is Finanzstatus application under Client Sales Warehouse - ETL 23413-3 , Sales event and Sales Data to downstream consumers.
The Technology Service Management Analyst acts as a hands-on technician executing several tasks in relation to the required services within the Service Management environment.
The Service Management Analyst role supports the respective functional teams and provides expertise and assistance to ensure effective services are provided by Service Management. 
The main tasks of the Service Management Analyst are monitoring and tracking activities, analyzing issues, supporting the resolution of issues and conflicts, and preparing reports and meetings. 
The Service Management Analyst has knowledge of and experience in all relevant tools used in the Service Management environment.
The Service Management Analyst with focus on Service Operations will be responsible for undertaking Service Operation support activities including service request fulfilment, incident, and problem resolution where these have been assigned.

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

Management of support activities for service operations, such as troubleshooting and solving incidents and problems / service delivery. Take overall responsibility for the resolution of incidents and problems within the team & oversee the resolution of complex incidents Ensure analysts are using the correct troubleshooting methods and processes Assistance in managing relationships with involved business partners and stakeholders. Manage escalations by collaborating with internal / external teams, other service operations specialists and relevant TDI functions to properly and quickly resolve escalated issues Overview of areas that need monitoring, reporting and improvement Identifying the required metrics and ensuring that they are addressed, monitored and improved where necessary • Experience with multiple technology stacks (Oracle / SQL / Postgress / ) database with application in Java, Cloud based platforms and good Monitoring Focus ,Batch scheduler etc) Working knowledge of standard tools (Service-Now, Confluence, JIRA) ITIL & GCP qualified desirable Area specific tasks / responsibilities: 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.

Your skills and experience

Hands on experience on GCP / Unix / / Java / Scheduler / Monitoring etc. Hands on experience on DataFlow, Cloud Composer, Cloud Storage, Data Proc etc. Proficient in Application debugging using Shell Scripting, Cloud infrastructure including Micro services Basic understanding of data flow , Python code hosted on GCP environment. Basic understanding of networking concepts. Has more than 6 years of experience in reputed organization. Data visualization experience Experience of RDBMS (Oracle)/ SQL / Postgress. Education and qualification: Degree in a numerate field required.

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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