Service Operations Specialist – Wintel Server Support Engineer

Job Title: Service Operations Specialist – Wintel Server Support Engineer – Level 3
Corporate Title: Analyst, Associate
Location: Istanbul

Overview [Business/Role Specific Description]

The DB In-House Wintel team is responsible for the day-to-day support and operations of the Banks business critical and regulatory important Windows server and VMWare platforms. This position is based locally in Turkey but is part of a global team running a ‘follow the sun’ support model. The main services provided by the team are the support of the core Windows operating system, but also key infrastructure support such as Active Directory, VMWare, IBM Spectrum Protect Backup, and BladeLogic Automation. We work closely with our Engineering colleagues to ensure we maintain a highly stable and resilient environment for our business users and provide high levels of support to our parent organisation as well as neighbouring teams.

Key Role Responsibilities:

• Ensure compliance with the standards and security requirements set forth by the Bank and based on the guidelines authorized by the GTO Management team
• Provide senior Level 3 quality support via the group hotline and ticketing systems for Windows Server and VMWare and connected technologies
• Provide HPE server support and coordinate with vendor for any hardware replacement
• Proactively manage Incident queues and conduct evaluation / triage for all incoming tickets before resolving / closing or re-assigning to the appropriate individual
• Resolve / close incident tickets by following the Deutsche Bank Knowledge Base (KB) process, link resolution plans to KB articles, and document issue and each step taken to resolve
• Personally contribute to the ongoing development and updates to the KB repository
• Provide change management coordination by creating, resourcing, securing approvals for, and ensuring timely execution of planned changes, within Deutsche Bank Change Management policy
• Provide proactive ticketing workflow and queue management in order to identify, flag, and drive positive remediation of workloads not being carried out within documented expectation
• Maintain timely and quality status updates in all Deutsche Bank workflow systems, per Key Operating Procedures (KOP)
• Deliver workloads according to defined Service Level Agreements (SLA) targets and escalate when there is risk of not meeting SLA
• Assist vendors with implementation of new servers, including bank-standard build and Quality Assurance (QA) processes

Your Skills and Experience:

• Expert Windows Server administration knowledge particularly covering Windows Server 2012, 2016 and 2019.
• Advanced VMWare ESX & vCenter administration knowledge covering ESX6.5, 7.0 versions.
• Strong understanding of VMware Infrastructure including automation tools such as vRealize Orchestrator.
• Strong understanding of the Microsoft patch release process and related deployment technologies.

• Ticket queue management, ensuring SLAs are met for incident resolution, and other work requests.
• Experience supporting IBM Spectrum Protect 8 Backup infrastructure would be advantageous.
• Scripting experience in Powershell and PowerCLI
• A mastery of the English language, with excellent written and verbal skills
• Knowledge of the Information Technology Infrastructure Library (ITILv3) framework
• Bachelor’s degree from an accredited college or university with a concentration in an IT-related discipline (or equivalent diploma / work experience)
• Minimum of 5 years’ experience, preferably in the financial services industry or equivalent large-scale, high-volume environment.

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.