Position Overview

Job Title: Service Operations Technology, AVP

Location: Pune, India

Role Description

TDI PB (Private Bank) Production Stability, provides 2nd Level Application Support for business applications used in branches, by mobile sales or via internet.
The department is responsible for the stability of the applications. Incident Management and Problem Management are the main processes that account for the required stability.
In-depth application knowledge and understanding of the business processes that the applications support are our main assets.

Job Description Summary

The Production Specialist works as a member of the IT department and provides second level production services and end level technologies to different clients and business lines across Deutsche Bank.
They work as the point of contact and the escalation point for members of the business and ensure effective restoration of product services by taking control of and managing each incident. In this role, they will interact directly with several different populations.
The Production Specialist will liaise directly with IT Application Owners and CIO, IT infrastructure groups, Operations, and key business stakeholders.
The role is to support applications in the Lending domain.
The main tasks of the Production Specialist are monitoring and tracking activities, incident management: analyzing issues, problem management: supporting the resolution of issues and conflicts and Service Request management: supporting user queries and preparing reports; has in-depth knowledge of the batches.
The Production Specialist has knowledge and experience of all relevant tools used in the Service Management environment.
The Production Specialist has specialist expertise in one or more technical domains and ensures that all associated Service Operations stakeholders are provided with an optimum level of service in line with Service Level Agreements (SLAs)/Operating Level Agreements (OLAs).

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

Ensures that the Service Operations team provides optimum service level to the business lines it supports.
Takes overall responsibility for the resolution of incidents and problems within the team. Oversees the resolution of complex incidents. Ensure that Analysts apply the right problem-solving techniques and processes.
Assists in managing business stakeholder relationships.
Assists in defining and managing OLAs with relevant stakeholders.
Ensures that the team understands OLAs and resources appropriately and are aligned to business SLAs.
Ensures relevant Client Service teams are informed of progress on incidents, where necessary.
Ensures that defined divisional Production Management service operations and support processes are adhered to by the team. Make improvement recommendations where appropriate.
Prepares for and, if requested, manages steam review meetings. Makes suggestions for continual service improvement.
Manages escalations by working with Client Services and other Service Operations Specialists and relevant functions to accurately resolve escalated issues quickly.
Observes areas requiring monitoring, reporting and improvement.
Identifies required metrics and ensure they are established, monitored and improved where appropriate.
Continuously seeks to improve team performance.
Participates in team training events, where appropriate.
Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution.
Mentors and coaches Production Management Analysts within the team by providing career development and counselling, as needed.
Assists Production Management Analysts in setting performance targets; and manages performance against them.
Identifies team bottlenecks (obstacles) and takes appropriate actions to eliminate them.
Level 3 or Advanced support for technical infrastructure components
Evaluation of new products including prototyping and recommending new products including automation
Specify/select tools to enhance operational support.
Champion activities and establishes best practices in specialist area, working to implement best of breed test practices and processes in area of profession.
Defines and implements best practices, solutions and standards related to their area of expertise
Builds captures and manages the transfers of knowledge across the Service Operations organization
Fulfil Service Requests addressed to L2 Support
Communicate with Service Desk function, other L2 and L3 units

Area specific tasks / responsibilities:

Handling Incident- /Problem Management und Service Request Fulfilment
Analyze Incidents, which are addressed from 1st Level Support
Analyze occurred errors out of the batch processing and interfaces of related systems
Resolution or Workaround determination and implementation
Supporting the resolution of high impact incidents on our services, including attendance at incident bridge calls
Escalate incident tickets and working with members of the team and Developers
Handling Service Request eg. Reports for Business and Projects
Providing resolution for open problems, or ensuring that the appropriate parties have been tasked with doing so
Supporting the handover from new Projects / Applications into Production Services with Service Transition before Go Life Phase
Supporting Oncall-Support activities

Experience/Exposure

Your skills and experience

Service Operations Specialist experience within a global operations context
Extensive experience of supporting complex application and infrastructure domains
Experience managing and mentoring Service Operations teams
Broad ITIL/best practice service context within a real time distributed environment
Experience managing relationships across multiple disciplines and time zones
Ability to converse clearly with internal and external staff via telephone and written communication
Good knowledge on interface technologies and communication protocols
Be willing to work in DE business hours
Clear and concise documentation in general and especially a proper documentation of the current status of incidents, problems and service requests in the Service Management tool
Thorough and precise work style with a focus on high quality
Distinct service orientation
High degree of self-initiative

Skill-profile/Experience

9 or more years of experience of working in L2 Production Support areas
Production Support / ITIL / Incident Management / Problem Management / Service Management
Knowledge in SAP functional modules (SAP CML - Loans management) possibly with production support experiences
Hands on experience in either SAP Banking Services / SAP Functional / Bank Reconciliation / General Ledger / SAP Bank Analyzer / Bank Customer Accounts (BCA) / SAP Core Banking / SAP Financial Services / SAP Account Management / Posting Control Office / SAP FI / SAP FICO / SAP Finance / SAP Payments Engine.
Oracle database, SQL, Unix and Automic/UC4/Control-M/AutoSys scheduling tools knowledge would be an added advantage.
Knowledge in SAP Basis activities
Knowledge in batch processing within SAP Systems
Knowledge in Post Processing Offices within SAP Systems
Knowledge to run queries or create reports within SAP Systems
ABAP programming know how
Experience in On call-Support activities
Extensive analytical and process related thinking combined with creativity, independence and assertiveness, to design procedures.
Organizational Skills (Project experience, independent working)
Communication Skills (good verbal and written communication)
ITIL Know How

Education/Certification

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 (preferred but not mandatory)
Good knowledge on interface technologies and communication protocols
Very strong English written & verbal skills required.
Good language skills in German required (preferred but not mandatory)

Key Technical Competencies - Proficiency Level (1 to 5)

Quality Management - P4 – Advanced
Client Services - P3 – Experienced
Process Development & Management - P3 – Experienced
Industry Knowledge - P3 – Experienced
Innovation - P3 – Experienced
Managing Complexity - P3 – Experienced
Product Knowledge (internal & external) - P3 – 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.html

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.

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