Job Description:Job Title: Production Support Analyst
Location: Pune, India
Corporate Title: Associate
Role Description
- At the heart of Deutsche Bank's client franchise, is the Corporate Bank (CB), a market leader in Cash Management, Trade Finance & Lending, Securities Services and Trust & Agency services. Focusing on the Treasurers and Finance Departments of Corporate and Commercial clients and Financial Institutions across the Globe, our Universal Expertise and Global Network allows us to offer truly integrated and effective solutions.
- Application provides globally Cash Account Services which combines a growing number of business services like Cash account and booking services.
- Additionally, provides services to store and retrieve payment data for most use cases outside of archiving. It will store important events in the payment workflow from all DB Payment Processing engines. Retrieval is available via API as well as streaming data access. normalizes data into the Payment Standard Data Protocol.
- Our objective at Corporate Bank Production is to consistently strive to make production better which ensures promising End To End experience for our Corporate Clients running their daily Cash Management Business through various access channels. We also implement, encourage, and invest in building Engineering culture in our daily activities to achieve the wider objectives. Our strategy leads to attain reduced number of issues, provide faster resolution on issues, and safeguard any changes being made on our production environment, across all domains at Corporate Bank.
- 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 Operations environment and has specialist expertise in one or more technical domains; Competency to identify SLO’s to measure application services to ensure that all associated Service Operations stakeholders are provided with an optimum level of service.
- Deutsche Bank’s Corporate Bank division is a leading provider of cash management, trade finance and securities finance. We complete green-field projects that deliver the best Corporate Bank - Securities Services products in the world. Our team is diverse, international, and driven by shared focus on clean code and valued delivery. At every level, agile minds are rewarded with competitive pay, support, and opportunities to excel.
- You will work as part of a cross-functional agile delivery team. You will bring an innovative approach to software development, focusing on using the latest technologies and practices, as part of a relentless focus on business value. You will be someone who sees engineering as team activity, with a predisposition to open code, open discussion and creating a supportive, collaborative environment. You will be ready to contribute to all stages of software delivery, from initial analysis right through to production support.
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
- Resolve incidents/service requests submitted by the application end users to the best of L2 ability and escalate any issues that cannot be resolved to L3.
- Conduct real time monitoring to ensure application SLAs are achieved and maximum application availability (up time).
- Assist in the process to approve all new releases and production configuration changes, keep stakeholders informed and conduct any release tasks assigned to support.
- 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.
- Update the RUN Book and KEDB as and when required
- Participate in all BCP and component failure tests based on the run books
- Weekend support need to be provided on rotational basis
Your skills and experience
Skills You’ll Need
- Bachelor's degree (in Computer Science and other steam) and Master's degree a plus.
- Previous relevant experience in Banking Domain
- 7+ years’ experience in IT in large corporate environments, specifically in the production support.
- Experience of Operating systems (e.g. UNIX, Windows) & Environments like:
- Middleware (e.g. MQ, WebLogic, Tomcat, Jboss, Apache, Kafka and similar)
- Database environments (e.g. Oracle, MS-SQL, Sybase, No SQL)
- Unix Scripting, Python and Ansible for automation.
- Experience in APM Tools like Splunk & Geneos; Control-M /Autosys; App dynamics and New Relic.
- Splunk, Grafana and New Relic Dashboard for Observability will be advantage.
- Experience in Incident Management tool like ServiceNow and JIRA Tool.
- Experience in working with AGILE, DEVOPS and SCRUM framework.
- Good understanding of ITIL Service Management framework such as Incident, Problem, and Change processes. ITIL foundation Certification is plus.
- 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 of end-to-end application support (Level 1, 2) with good overview of Production and Operations.
- Experience in GCP and other Cloud technologies will be advantage.
- Self-motivated with excellent interpersonal, presentation, and communication skills. Able to think strategically with strong analytical and problem-solving skills.
- Able to handle multiple demands and priorities simultaneously, work under pressure, in an organized manner and with teams across multiple locations and time-zones
- Able to connect, manage and influence people from different backgrounds and cultures.
- A strong team player being part of a global team, communicating, managing, and cooperating closely on a global level while being able to take ownership and deliver independently.
- Acting as a Production Support Analyst for the CB production team providing second level of support for the applications under the tribe working with key stakeholders and team members across the globe in a 365 days, 24/7 working model
- As an individual contributor and prime liaison for the application suite into the incident, problem, change, release, capacity, and continuity functions
- Escalation, Management and communication of major production incidents
- Liaising with development teams on new application handover and 3rd line escalation of issues
- Application rollout activities (may include some weekend activities)
- Develop a Continuous Service Improvement approach to resolve IT failings, drive efficiencies and remove repetition to streamline support activities, reduce risk, and improve system availability by understanding emerging trends and proactively addressing them.
- Carry out technical analysis of the Production platform to identify and remediate performance and resiliency issues.
- Update the RUN Book and KEDB as and when required
Skills That Will Help You Excel
- Self-motivated with excellent interpersonal, presentation, and communication skills. Able to think strategically with strong analytical and problem-solving skills.
- Able to handle multiple demands and priorities simultaneously, work under pressure, in an organized manner and with teams across multiple locations and time-zones
- Able to connect, manage and influence people from different backgrounds and cultures.
- A strong team player being part of a global team, communicating, managing, and cooperating closely on a global level while being able to take ownership and deliver independently.
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.
