Production Support Specialist, AVP

Job Title: Production Support Specialist

Location: Pune, India

Corporate Title: AVP

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.

Business Line Brief

• 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

• Ensure all the business queries are handled as a 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. 
• 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 for maintaining 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
• Partner with, and influence, stakeholders globally from development, infrastructure and production on risk identification, remediation solutions, and managing change conflicts to build momentum in optimizing the processes, platforms across Production.
• 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.
• 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
• Manage SLO for Faster Resolution and Fewer Incident for the Production Application Stability

Your skills and experience

• Bachelor's degree (in Computer Science and other steam) and Master's degree a plus. 
• Service Operations experience within a global operations context. 
• 12+ years of experience in IT in large corporate environments, specifically in 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., ServiceNow, Remedy etc.) 
• 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 banking domain. 
• Database environments (e.g., Oracle, SQL) 
• Experience in APM Tooling is mandatory (Splunk & Geneos). 
• Middleware (e.g., MQ, Apache and Kafka) 
• Good Knowledge in Unix ,PL/SQL, Oracle is mandatory 
• Good to understand java and cloud technologies. 
• Knowledge of 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. 
• Manage SLO for Faster Resolution and Fewer Incident for the Production Application Stability. 
• An SLO (service level objective) is an agreement within an SLA about a specific metric like uptime or response time. So, if the SLA is the formal agreement between application support and customer, SLOs are the individual promises making to customer. SLOs are what set customer expectations and tell IT and application support teams what goals they need to hit and measure. 
• Experience in working with AGILE, DEVOPS and SCRUM framework. 
• Experience in GCP and other Cloud technologies will be an advantage.
• Highly experienced with Production Application Support and ITIL Practices
• Deep understanding of application Support and/or Development and complex IT infrastructure (UNIX, Database, Middleware, Cloud, MQ etc.)
• Strong knowledge of databases (Oracle/MSSQL etc.), including working experience of writing SQL scripts and queries
• Working experience on UNIX/Linux, Solaris, Java J2EE, Python, PowerShell scripts, Bash, Ansible, tools for automation (RPA, Workload, Batch)
• Experience in application performance monitoring tools – Geneos, Splunk, Grafana & New Relic, Scheduling Tools (Control-M)
• Leadership and People Management experience

Nice to have:

• Cloud services: GCP
• Experience with automation solutions (Ansible, Jenkins/Groovy, Python, Java)
• DevOps & CI oriented

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.