Role Description
- We are part of the Chief Security Office (CSO) responsible for providing technology application support for cyber and physical security platforms
- Our team provides an end-to-end follow the sun support service for multiple areas across Deutsche Bank
- Being at the forefront of supporting the applications the team members have high exposure to, and work with the front to back business teams on a daily basis within a fast-paced dynamic environment.
Your key responsibilities
- Provide superior Level 2 app support for CSO Production Services across full spectrum of ITIL processes adhering to teams Key Operating Procedures (KOP), main focus being on stability.
- Diligently monitor incoming support tickets, e-mails, calls and chats, taking great care in responses and owning all items till resolution.
- Key focus on Knowledge and Training ensuring new and helpful information is continually captured, documented, and communicated benefiting the entire team.
- Gain detailed knowledge of all supported applications business/operations process flows, and an applications architecture and hardware configuration.
- Ensure timely delivery of key data feeds within SLAs. Consistently achieve maximum availability (up time) for critical application functionality.
- Understand Incident impact and urgency, putting together and delivering prompt detailed communications to key stakeholders on resolution progress.
- Managing Incident troubleshooting through to resolution, setting up and leading conference calls and group chats, escalating promptly where required pulling in all essential personnel.
- Conduct post-mortems of Incidents and track preventative measures through to implementation, ensuring lessons learnt are documented and adhered to going forward.
- Review Change Requests and understand their wider impact, ensuring all mandatory information is present and testing has been performed, and that suitable back out plans are in place.
- Put in place new and enhance existing monitoring using monitoring tools to proactively detect and alert to application issues.
- Work with Program managers and Engineering teams to onboard application support for new applications, estimating support work load and rolling out support services.
- Lead regular reviews of all open production issues with Engineering and Program teams and push for updates and resolutions to outstanding tasks and reoccurring issues.
- Mentor and guide L1 team members to develop and improve their capabilities.
- Approach support with a proactive attitude, working to proactively improve the environment before issues occur.
- Weekend coverage needs to be considered on a Rota basis.
Your skills and experience
- 2-4+ years working experience in a financial institution providing IT support and dealing with business users
- Self-motivation and willingness to continual learn and improve both soft and technical skills
- Automation mindset, looking to continually reduce, automate, or eliminate all manual tasks and effort
- Getting things done in large organizations understanding of where to use processes and how to build and operate a network. Change Agent, ability to obtain results through influence
- Work across countries, regions and time zones with a broad range of cultures and technical capability
- Good written and oral communication skills, including the ability to communicate technical information to a non-technical audience - Relationship management skills
- Experience working with virtual and global teams / Intercultural awareness
- Broad ITIL / best practice service context within a real time distributed environment (ITIL v3 foundation desired)
- Ability to manage ambiguity, risk, and changing direction of projects and strategies.
- Working experience in Cloud based platforms.
- Experience with using GCP, CyberArk, PAM, UNIX, Linux, Wintel, Python/Perl/Shell scripting, as well as ability to write SQL to extract data in Oracle/SQL Server databases.
Experience (Recommended):
- Experience in IT in large corporate environments, specifically in the area of controlled production environments or in Financial Services Technology in a client-facing function
- Experience of end-to-end Level 2 production support and good overview of production support.
- Investment Banking Experience is preferable.
- 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 etc.)
- Working experience in Cloud based platforms.
- Must be hands on with technologies like UNIX (Linux/Solaris), Oracle SQL/ PL*SQL and will be required to login to the servers and perform troubleshooting issues.
- Understanding of application monitoring tools
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
