Technology Service Specialist, AVP

Technology Service Specialist

Location: Pune, India

Role Description

Responsible for the day-to-day maintenance of the application systems in operation, including tasks related to identifying and troubleshooting application issues and issues resolution or escalation.

Responsibilities also include root cause analysis, management communication, and client relationship management in partnership with Infrastructure Service Support team members.

Ensures all production changes are made in accordance with life-cycle methodology and risk guidelines.

Responsible for coaching and mentoring junior team members and acting as a subject matter expert. In depth functional knowledge of the application(s) supported and interdependencies.

Is an experienced and detail-oriented person capable of integrating product knowledge, research, and testing to answer complex questions about product behavior and provide end to end solution to permanently fix the issue. The engineer will assist customer teams and other team members to understand how customers can achieve desired outcomes using the applications it exists today. The output of could range from FAQs and knowledge base articles that describe to customers how to operate the product to achieve selected outcomes to end to end coding solution for the issue reported.

The engineer would be liaising with the global stakeholders and vendors to deliver technology solutions as part of yearly book of work.

The engineer should also be able to understand functional requirements / expectations of the various stakeholders and work towards an appropriate plan of action. The role also requires working with the product vendors and lead upgrades as applicable.

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 technical support by handling and consulting on BAU, Incidents/emails/alerts for the respective applications.
• Perform post-mortem, root cause analysis using ITIL standards of Incident Management, Service Request fulfillment, Change Management, Knowledge Management, and Problem Management.
• Manage internal and vendor teams supporting the application. Ensure the team is up to speed and picks up the support duties.
• Build up technical subject matter expertise on the applications being supported including business flows, application architecture & application configuration.
• Define and track KPIs, SLAs and operational metrics to measure and improve application stability and performance.
• Conduct real time monitoring to ensure application SLAs are achieved and maximum application availability (up time) using an array of monitoring tools.
• Build and maintain effective and productive relationships with the stakeholders in business, development, infrastructure, and third-party systems / data providers & vendors.
• Implement application code releases in PROD along with the tasks assigned to support. Keep key stakeholders informed.
• Approach support with a proactive attitude, desire to seek root cause, in-depth analysis, and strive to reduce inefficiencies and manual efforts.
• Mentor and guide junior team members, fostering technical upskill and knowledge sharing.
• Provide strategic input into disaster recovery planning, failover strategies and business continuity procedures
• Collaborate and deliver on initiatives and install these initiatives to drive stability in the environment.
• Perform reviews of all open production items with the development team and push for updates and resolutions to outstanding tasks and reoccurring issues.
• Drive service resilience by implementing SRE (site reliability engineering) principles, ensuring proactive monitoring, automation and operational efficiency.
• Ensure regulatory and compliance adherence, managing audits, access reviews, and security controls in line with organizational policies.
• Follow ITIL processes including incident management, change management, release management, problem management and knowledge management
• Strong problem-solving skills with good communication skills, ability to work under pressure with a high sense of urgency.
• Proactively identify potential incidents and problems as well as availability issues
• Manage any IT security incidents that may occur in the application. Identify risk & issues and contribute to Service Management related audits.
• Perform environment maintenance and management
• Deploying software tools, processes and metrics
• Maintain detailed documentation ranging from Knowledge Base articles to live logging of incidents for post-mortems
• Ensure delivery timelines and SLA obligations established with internal and external stakeholders are observed and met; escalate as necessary using judgment and discretion
• Develop a deep understanding of the application platform across all product lines and clearly articulate support decisions and findings
• Work closely with internal teams to stay up to date on product features, changes, and issues

Your Skills and Experience

• Must be having total 10+ years of experience in Application Run & Maintenance
• Must have advanced knowledge of Java / C# / .Net debugging & scripting (Power shell / Unix / any other)
• Must have advanced knowledge of MS SQL Server, SSIS, Tableau and ETL processes
• Must have team lead role
• Working Knowledge of SDLC & Agile processes
• Knowledgeable in cloud products like Google Cloud Platform (GCP) and hybrid applications.
• Strong understanding of ITIL /SRE/ DEVOPS best practices for supporting a production environment. Understanding of KPIs, SLA and OLA
• Working Knowledge of creation of Dashboards and reports for senior management
• Strong customer focus with experience of working with cross-functional/ cross-department teams
• A self-starter with strong organization skills, resolution management, and superior written and verbal communication skills

Educational/Qualifications

• Bachelor's degree from an accredited college or university with a concentration in IT or
• Computer Science related discipline (equivalent diploma or technical faculty)
• ITIL V3 foundation certification (preferred)
• Basic knowledge on interface technologies and communication protocols
• Exposure to SQL script programming and understanding is recommended
• Good English written & verbal skills required
• Thorough and precise work style with a focus on high quality
• Distinct service orientation
• High degree of self-initiative

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

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.

Together we share and celebrate the successes of our people. Together we are Deutsche Bank Group.

We welcome applications from all people and promote a positive, fair and inclusive work environment.