Job Description:Job Title: Technology Service Analyst
Location: Pune, India
Corporate Title: Associate
Role Description
We ( TDI/CSO/ISPS– Authentication ) are part of the Technology Data and Innovation group – Chief Security Office responsible for providing technical application support for authentication platforms used by several lines of business, utilizing a follow the sun support model. The ISPS-Authentication line of business has a current portfolio of 12+ global critical authentication platforms. Being at the forefront of supporting these applications our team also works closely with the front to back business teams on a daily basis within a fast paced dynamic environment.
ISPS-Authentication domain provides production support for the banks strategic on platforms such as Web Single Sign on, Cloud Identity Provder , Enterprise Identity Provder , One Time Password (OTPS) , MFA Gateway and LDAP directory services.
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 application support by handling and consulting on BAU, Incidents/emails/alerts for the respective applications.
- Act as an escalation point for user issues and requests and from Level 1/L2 support. Report issues to senior management.
- Manage and mentor regional L1/L2 team to ensure the team is upto speed and picks up the support duties.
- Gain detailed knowledge of all business flows, the application architecture and the hardware configuration for supported applications.
- Define, document and maintain procedures, SLAs and knowledge base to support the platforms to ensure consistent service levels are achieved across the global support team.
- Build and maintain effective and productive relationships with the stakeholders in business, development, infrastructure and third party systems / data providers.
- Manage incidents through to resolution, keeping all stakeholders abreast of the situation and working to minimize impact wherever possible.
- Conduct post-mortems of incidents and drive relevant feedback into Incident, Problem and Change management programs.
- Facilitate coordination across L1/L2 and L3/Engineering teams to investigate and resolve an ongoing infrastructure/platform or application issue impacting multiple business lines.
- Drive the development and implementation of the tools and best practices needed to provide effective support.
- Collaborate and deliver on initiatives and install these initiatives to drive stability in the environment.
- Assist in the process to approve all new releases and production configuration changes; ensure development includes all necessary documentation for each change and conduct post-release testing where required.
- Perform reviews of all open production items with the development team and push for updates and resolutions to outstanding tasks and reoccurring issues.
- Regularly review and analyze service requests and issues that are raised; seek to improve the process and remove reoccurring tasks where possible.
- Perform reviews of existing monitoring for the platform and make improvements where possible.
- The candidate will have to work in shifts as part of a rota covering APAC and EMEA hours between 06:30 IST and 10:30 PM IST ( 2 shifts). In the event of major outages or issues we may ask for flexibility to help provide appropriate cover.
- Weekend on-call coverage needs to be provided on rotational/need basis.
Your skills and experience
- 7+ years for an associate providing hands on IT support and interacting with application end users.
- Preferred: Experience in an investment bank, financial institution or large corporation; Good Technology background.
- Good analytical and problem solving skills.
- Exceptional written and oral communication skills, including the ability to communicate technical information to a non-technical audience and with executive levels.
- Understanding of ITIL / best practices for supporting a production environment
- Preferred: ITIL v3 foundation certification.
- Understanding of how to get things done in large organizations, where to use processes and how to build and operate a network.
- Ability to work across countries, regions and time zones with a broad range of cultures and technical capability.
TECHNICAL COMPETENCIES
- Proven experience of SSO ( single sign on ) technologies
- Proven experience/expertise with Access/Authentication Manager products, preferably
- Experience in implementing SSO using OAuth and OpenIdConnect
- Proven working experience of Enterprise Web/J2EE environment, Web/application/data layer using WebLogic,Tomcat, JBoss, Apache Server 2.x, IIS
- Strong technical skills on Federated Identity management/SSO using SAML protocol and good experience in implementing Single Sign on using Federated identity solution
- Technical proficiency navigating UNIX servers, running basic UNIX commands and writing / debugging shell scripts.
- Familiar with job scheduling tools: Cron and experience with application monitoring tools, such as Geneos
- Knowledge of web services ( SOAP based and RESTful Web services )
- Prior experience in L3 support along with L2 support will be preferred.
- Specific Cloud expertise of Google GCP environments using GKE.
- Knowledge of Forgerock Authenticaton Manager and OpenJDK LDAP server.
- Specific experience of RedHat OpenSSO and RedHat Openshift 3 or 4.
- Knowledge of Cloud based distributed Oracle Database (EXACC).
- Monitoring – Knowledge of New Relic/Grafana/GeneOS.
Education | Certification (Recommended):
- 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
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.
