Job Description
• Job Description:
We are seeking a highly skilled Operations Service Specialist, AVP to join our team at Deutsche Bank in Pune, India. In this role, you will be responsible for providing 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, and as an Operations Service Specialist, AVP, you will play a crucial role in Incident Management and Problem Management processes to ensure required stability. You will have in-depth application knowledge and understanding of the business processes that the applications support, which are our main assets.
In this role, you will have the opportunity to work with a flexible scheme, offering best-in-class leave policy, gender-neutral parental leaves, 100% reimbursement under childcare assistance benefit, and flexible working arrangements. We also offer sponsorship for industry-relevant certifications and education, an Employee Assistance Program for you and your family members, Comprehensive Hospitalization Insurance for you and your dependents, Accident and Term life Insurance, and Complementary Health screening for 35+ years and above.
">
• Key Responsibilities:
• Monitor production systems for performance, availability, and anomalies.
• Collaborate with development teams for bug fixes and enhancements.
• Provide application support by handling and consulting on BAU incidents, emails, and alerts for the respective applications.
• Act as an escalation point for user issues and requests and from Level 1 to L2 support.
• Report issues to senior management.
• Manage and mentor regional L2 team to ensure the team is up-to-date and picks up support duties.
• Gain detailed knowledge of all business flows, application architecture, and hardware configuration for supported applications.
• Define, document, and maintain procedures, SLAs, and knowledge base to support platforms to ensure consistent service levels across the global support team.
• Build and maintain effective and productive relationships with stakeholders in business, development, infrastructure, and third-party systems.
• Manage incidents through 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 ongoing infrastructure platform or application issues impacting multiple business lines.
• Drive the development and implementation of tools and best practices needed to provide effective support.
• Collaborate with and deliver initiatives to drive stability in the environment.
• Assist in the process to approve all new releases and production configuration changes, ensuring development includes all necessary documentation for each change and conducting 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 recurring issues.
• Regularly review and analyze service requests and issues that are raised, seeking to improve the process and remove recurring tasks where possible.
• Perform reviews of existing monitoring for the platform and make improvements where possible.
Requirements:
We are looking for a candidate with hands-on experience in banking domain and technology, specifically credit card business and operations knowledge. The ideal candidate should have strong knowledge in incident management processes and various ITIL concepts, as well as skills in application monitoring and performance troubleshooting and root cause analysis.
The candidate should also have excellent problem-solving abilities in high-pressure scenarios, strong communication skills to work effectively with stakeholders and cross-functional teams, ability to prioritize tasks and manage time effectively in a fast-paced environment, and English language skills mandatory, German CEFR A1 level preferred but highly desirable.
About Us:
We strive for a culture in which we are empowered to excel together every day, acting responsibly, thinking commercially, taking initiative, and working collaboratively. Together, we share and celebrate the successes of our people, and together, we are Deutsche Bank Group.
We are seeking a highly skilled Operations Service Specialist, AVP to join our team at Deutsche Bank in Pune, India. In this role, you will be responsible for providing 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, and as an Operations Service Specialist, AVP, you will play a crucial role in Incident Management and Problem Management processes to ensure required stability. You will have in-depth application knowledge and understanding of the business processes that the applications support, which are our main assets.
In this role, you will have the opportunity to work with a flexible scheme, offering best-in-class leave policy, gender-neutral parental leaves, 100% reimbursement under childcare assistance benefit, and flexible working arrangements. We also offer sponsorship for industry-relevant certifications and education, an Employee Assistance Program for you and your family members, Comprehensive Hospitalization Insurance for you and your dependents, Accident and Term life Insurance, and Complementary Health screening for 35+ years and above.
">
• Key Responsibilities:
• Monitor production systems for performance, availability, and anomalies.
• Collaborate with development teams for bug fixes and enhancements.
• Provide application support by handling and consulting on BAU incidents, emails, and alerts for the respective applications.
• Act as an escalation point for user issues and requests and from Level 1 to L2 support.
• Report issues to senior management.
• Manage and mentor regional L2 team to ensure the team is up-to-date and picks up support duties.
• Gain detailed knowledge of all business flows, application architecture, and hardware configuration for supported applications.
• Define, document, and maintain procedures, SLAs, and knowledge base to support platforms to ensure consistent service levels across the global support team.
• Build and maintain effective and productive relationships with stakeholders in business, development, infrastructure, and third-party systems.
• Manage incidents through 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 ongoing infrastructure platform or application issues impacting multiple business lines.
• Drive the development and implementation of tools and best practices needed to provide effective support.
• Collaborate with and deliver initiatives to drive stability in the environment.
• Assist in the process to approve all new releases and production configuration changes, ensuring development includes all necessary documentation for each change and conducting 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 recurring issues.
• Regularly review and analyze service requests and issues that are raised, seeking to improve the process and remove recurring tasks where possible.
• Perform reviews of existing monitoring for the platform and make improvements where possible.
Requirements:
We are looking for a candidate with hands-on experience in banking domain and technology, specifically credit card business and operations knowledge. The ideal candidate should have strong knowledge in incident management processes and various ITIL concepts, as well as skills in application monitoring and performance troubleshooting and root cause analysis.
The candidate should also have excellent problem-solving abilities in high-pressure scenarios, strong communication skills to work effectively with stakeholders and cross-functional teams, ability to prioritize tasks and manage time effectively in a fast-paced environment, and English language skills mandatory, German CEFR A1 level preferred but highly desirable.
About Us:
We strive for a culture in which we are empowered to excel together every day, acting responsibly, thinking commercially, taking initiative, and working collaboratively. Together, we share and celebrate the successes of our people, and together, we are Deutsche Bank Group.
💡 Quick Summary
Seeking a career-building opportunity? The Deutsche Bank Operations Support Specialist position is now open for candidates interested in the Bank Jobs sector. This role in Pune offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
