Production Support

Job Title- Production Support Engineer, AVP

Location- Pune, India

Role Description

You will be operating within Corporate Bank Production as a Production Support Engineer in the Corporate Banking subdivisions. You will be accountable to drive a culture of proactive continual improvement into the Production environment through application, user request support, troubleshooting and resolving the errors in production environment. Automation of manual work, monitoring improvements and platform hygiene. Supporting the resolution of issues and conflicts and preparing reports and meetings. Candidate should have experience in all relevant tools used in the Service Management environment and has specialist expertise in one or more technical domains and ensures that all associated Service Management stakeholders are provided with an optimum level of service in line with Service Level Agreements (SLAs) / Operating Level Agreements (OLAs).

• Ensure all the business queries are handled on priority within agreed SLA to ensure application stability.
• Ability to support the incident management, problem management adhering to ITIL and DB standard process.
• Embrace a Continuous Service Improvement approach to resolve IT issues, drive efficiencies and remove repetition to streamline support activities, reduce risk, and improve system availability.
• Responsible for day-to-day engineering support delivery task, using data and analytics, drive a reduction in technical debt across the production environment with development and infrastructure teams.
• Act as a Production Engineering role model to enhance the technical capability of the Production Support teams to create a future operating model embedded with engineering culture.

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

• Lead by example to drive a culture of proactive continual improvement into the Production environment through automation of manual work, monitoring improvements and platform hygiene.
• Carry out technical analysis of the Production platform to identify and remediate performance and resiliency issues.
• Engage in the Software Development Lifecycle (SDLC) to enhance Production Standards and controls.
• Responsible to maintain all support documents.
• Participate in all BCP and component failure tests based on the support documents.
• Understand flow of data through the application infrastructure.
• Event monitoring and management via a 24x7 workbench that is both monitoring and regularly probing the service environment and acting on instruction of a support documents.
• Drive knowledge management across the supported applications and ensure full compliance.
• Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution.

Your skills and experience

• Recent experience of applying technical solutions to improve the stability of production environments.
• Working experience on below technologies:
  • Operating systems (Linux) and the underlying infrastructure environments
  • Good Knowledge in payment related SWIFT message MT formats(MT940,MT942,MT101,MT103,MT910,MT900) and MX Messages ISO20022(PACS,PAIN,CAMT).
  • Database environments (e.g., Oracle, Tandem, SQL)
  • Experience in Monitoring and analytic platform is mandatory (Splunk & Geneos).
  • Knowledge in distributed messaging systems (MQ,Kafka)
  • Good Knowledge in Unix ,PL/SQL,Oracle is mandatory
  • Good to have understanding of java and cloud technologies.
  • Knowledge in Control-M and NewRelic is an advantage.

• Good understanding of ITIL Service Management framework such as Incident, Problem, and Change processes.
• Ability to self-manage a book of work and ensure clear transparency on progress with clear, timely, communication of issues.
• Excellent troubleshooting and problem-solving skills.
• Excellent communication skills, both written and verbal, with attention to detail.
• Ability to work in virtual teams and in matrix structures.

Experience | Exposure (Recommended):

• Service Operations experience within a global operations context.
• 12+  yrs. 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.
• Global Transaction Banking Experience is a plus.
• Experience of end-to-end Level 2,3,4 management and good overview of Production/Operations Management overall
• 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., Remedy, Heat etc.)

Education | Certification (Recommended):

• Bachelor’s 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  

Business Competencies:

• Communication - Experienced
• Financial Management – Basic
• Industry Knowledge - Experienced
• Innovation - Basic
• Managing Complexity - Basic
• Product Knowledge (internal & external) Basic
• Risk Management - Basic
• Technical Competencies: Experienced
• Business Continuity/Disaster Recovery – Experienced
• Operational Management – Experienced

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

Please visit our company website for further information:

https://www.db.com/company/company.htm

We strive for a culture in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively.

Together we share and celebrate the successes of our people. Together we are Deutsche Bank Group.

We welcome applications from all people and promote a positive, fair and inclusive work environment.