Job Title: Production Support - Senior Analyst, AS

Location: Pune, India

Role Description

• Our organization within Deutsche Bank is AFC Production Services. We are responsible for providing technical L2 application support for business applications.
• The AFC (Anti-Financial Crime) line of business has a current portfolio of 25+ applications. The organization is in process of transforming itself using Google Cloud and many new technology offerings.
• Your role will include hands-on production support and be actively involved in technical issues resolution across multiple applications.

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

• Diligently monitor incoming support tickets, e-mails, chats, taking great care in responses and owning all items till resolution for the respective applications.
• Gain detailed knowledge of all supported applications business/operations process flows, and an applications architecture and hardware configuration.
• 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.
• Execute change management activities, ensuring smooth deployments and minimal business impact
• Maintain documentation, including runbooks, SOPs, and incident resolution steps.
• Work closely with interface, development and infrastructure teams to address recurring production issues.
• Perform health checks for critical applications to ensure system stability and performance
• The candidate will have to work in shifts as part of a Rota covering APAC and EMEA hours between 07:00 IST and 09:00 PM IST (2 shifts). In the event of major outages or issues we may ask for flexibility to help provide appropriate cover.
• Weekend on-call coverage needs to be provided on rotational/need basis.

Your skills and experience

• 2 - 4+ years working experience in IT application support.
• Bachelor’s degree from an accredited college or university with a concentration in Computer Science or IT-related discipline (or equivalent work experience/diploma/certification).
• 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.
• 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)
• Good to have working experience in Cloud based platforms, Shell scripting, as well as ability to write SQL to extract data in Oracle/SQL Server databases.

Skills That Will Help You Excel

• 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 playbooks and scripts execution.
• 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.
• Understanding of application monitoring tools like Control M, Grafana, Geneos, OpenShift, Prometheus, Google Cloud Monitoring, Airflow, Splunk.
• Ability to document troubleshooting steps clearly for knowledge sharing.
• Ability to learn new technologies quickly, adapting to evolving production environments.

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.