Job Title: Technology Service Specialist

Corporate Title: AVP

Location: Pune, India

Role Description

Overview

• We are looking for a motivated Operation Services Specialist to join our HRIT Production Engineering team. This role requires a Professional with a wide variety of strengths and capabilities across multiple technologies and disciplines. You'll work in a collaborative, thought-provoking environment that encourages diversity of thought, creative solutions, and requires a high level of accountability to deliver technical solutions and continuous improvements in the overall support strategy.
• You'll manage all aspects of the HRIT systems and work closely with geographically diverse support and development teams to continue to build a market leading support organization for Corporate Functions Technology (IT).

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

• Provide application support by handling and consulting on BAU, Incidents/emails/alerts for the respective applications.
• Act as an escalation point for user issues and requests and from Level 1/L2 support.  Report issues to senior management.
• Manage and mentor regional L1/L2 team to ensure the team is upto speed and picks up the support duties.
• Gain detailed knowledge of all business flows, the application architecture and the hardware configuration for supported applications.
• Define, document and maintain procedures, SLAs and knowledge base to support the platforms to ensure consistent service levels are achieved across the global support team.
• Build and maintain effective and productive relationships with the stakeholders in business, development, infrastructure and third party systems / data providers.
• Manage incidents through to resolution, keeping all stakeholders abreast of the situation and working to minimize impact wherever possible.
• Conduct post-mortems of incidents and drive relevant feedback into Incident, Problem and Change management programs.
• Facilitate coordination across L1/L2 and L3/Engineering teams to investigate and resolve an ongoing infrastructure/platform or application issue impacting multiple business lines.
• Drive the development and implementation of the tools and best practices needed to provide effective support.
• Collaborate and deliver on initiatives and install these initiatives to drive stability in the environment.
• Assist in the process to approve all new releases and production configuration changes; ensure development includes all necessary documentation for each change and conduct post-release testing where required.
• Perform reviews of all open production items with the development team and push for updates and resolutions to outstanding tasks and reoccurring issues.
• Regularly review and analyze service requests and issues that are raised; seek to improve the process and remove reoccurring tasks where possible.
• Perform reviews of existing monitoring for the platform and make improvements where possible.
• The candidate will have to work in shifts as part of a rota covering APAC and EMEA hours between 06:30 IST and 10:30 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.
• Take care of  Release Management on application configurations /functional changes.
• Update the RUN Book and KEDB as & when required
• Participate in all BCP and component failure tests based on the run books
• Understand flow of data through the application infrastructure. It is critical to understand the dataflow so as to best provide operational support
• Event monitoring and management via a 24x7 workbench that is both monitoring and regularly probing the service environment, and acting on instruction of a run book.
• Drive knowledge management across the supported applications and ensure full compliance Drive continual service improvements

Your skills and experience

Skills You'll Need

• Extensive 10+ years of IT experience (preferably within large corporate environments, controlled production environments including financial services technology in a client-facing function) and experience with people/team management.
• Having Engineering background on Computer Science
• Extensive hands-on experience in report preparations using PowerPoint
• ITIL Foundation Certificate
• Exhibit SRE mindset and exposure implanting SRE, DevOps, and agile methods
• Knowledge of databases (Oracle/MSSQL etc.), including working experience of writing Structured Query Language (SQL) scripts and queries
• Experience working on UNIX/Linux, Solaris, Java J2EE, Python, Powershell scripts, Bash, and Ansible
• Knowledge of Cloud-based technologies (preferably Google Cloud platform), and knowledge of application performance tools (such as New Relic, Splunk, AppDynamics, Grafana).

Skills That Will Help You Excel

• Articulate and experienced communicator able to communicate with a broad range of stakeholders and virtual teams
• Strong analytical and problem-solving skills
• Bachelor's degree in Computer Science or IT-related discipline
• ITIL Foundation Certificate
• CGP certification is a plus

Expectations

• It is the Bank's expectation that employees hired into this role will work in the Magarpatta office in accordance with the Bank's hybrid working model.

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.