Role Description
- Private Bank Germany Service Operations - 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.
- The primary application to support is Automic job scheduler and automation engine.
- The Service Management Analyst acts as a hands-on technician executing several tasks in relation to the required services within the Service Management environment. The Service Management Analyst role supports the respective functional teams and provides expertise and assistance to ensure effective services are provided by Service Management.
- The main tasks of the Service Management Analyst are:
- Monitoring and tracking activities, analyzing issues, supporting the resolution of issues, conflicts, preparing reports and meetings. The Service Management Analyst has knowledge of and experience in all relevant tools used in the Service Management environment.
What we'll offer you
- As part of our flexible scheme, here are just some of the benefits that youll 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
- Develop a good understanding of the activities required to execute Service Management functions.
- Follow all guidelines and controls for the relevant processes to ensure compliance and quality.
- Undertake specific functions within the relevant Service Management process as identified for the specific Service Management area.
- Participate in regular meetings with stakeholders, prepare and document meetings, track progress.
- Collect, interpret and respond to changes in production data, as appropriate.
- Track the implementation of resolution tasks.
- Provide regular and reliable reporting of relevant data to meet management requirements.
- Understand thoroughly the end-to-end application support process and escalation procedures, become fully conversant with all support tools that will be used to provide effective support in the relevant area (i.e. service operations).
- Maintain an end-to-end view of the application and infrastructure landscape.
- Provide feedback and communicates results to stakeholders.
- Provide input and contribute in Service Management related audits.
Your skills and experience
- Strong hands-on knowledge of production monitoring tools like Geneos, Control-M/Autosys/UC4 Automic(any of the job scheduling tool)
- Should be able to drive automation
- Must be a Team player with excellent soft skills
- Must be very clear with the ITIL processes
- Ready to work in GERMANY Shifts
- Ensures that the Service Operations team provides optimum service level to the business lines that it is supporting.
- Technically involves yourself in incident management and quickly find out an approach to resolve the problem.
- 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 managing OLA, SLI, SLOs, and SLAs with relevant stakeholders.
- Ensures to adhere the defined support processes.
- Makes improvement recommendations where appropriate.
Education
- Bachelors degree from an accredited college or university with a concentration in IT or Computer Science related discipline (equivalent diploma or technical faculty)
- ITIL V4 foundation certification (preferred)
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.
