Technology Service Specialist
Location
Pune | India
Job description
Position Overview
Job Title - Tech Lounge Manager
Location - Pune
Role Description
Our technology teams are responsible for the Bank’s End User Technology Support and the deployment for the Bank’s captive operations and various branches. He /She will be managing the day-to-day operations of the local service desk and branch support for the region.
This role is part of the Local Services of Customer Services In EUC and suited to individuals looking to combine their brilliant people and customer service skills with their enthusiasm for technology
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
Tech Lounge Manager - Associate - duties will include:
- Responsible for the L1 and L2 support for standard users for the site/region
- Ability to quickly diagnose all IT issues for End Users that have either booked an appointment or simply walked in.
- Provide insightful advice, guidance and even tips and tricks to end users. Explain ways to avoid the issue from happening again in future
- Display excellent customer service skills, patience and empathy at all times
- Restore positive End User relationships with technical advice and timely repairs.
- Take ownership of the issues and seeing them through to completion
- Provide dedicated training sessions on both new and existing technologies and promote new products and applications
- Understand support process (as per ITIL) and escalation procedures, become fully conversant with all support tools that will be used to provide effective support.
- Manage incidents through to resolution keeping all stakeholders abreast of the situation and working to minimize impact wherever possible.
- Conduct RCA of incidents and drive relevant feedback into Incident, Problem and Change management programs.
- Hold regular interlock meetings with other Support teams - to ensure a collaborative working environment
- Monitoring the incidents and problems reported by the businesses and manage user escalations. Direct business escalations to appropriate resolver groups
- Reporting & escalating potential IT operational issues to the business to help minimize the impact and facilitate and ensure that various symptomatic IT issues of business are addressed at the right forums and brought to their logical conclusion
- Develop Key operational procedures and policies where necessary and ensure adherence to the all such defined policies
- Provide process improvement inputs to the various Tech support groups and ensure close coordination with various local and global EUC teams in delivering various services to the businesses including file/print services, on-boarding, network, voice, etc.
- Managing onsite vendor staff (Local services) and ensure close monitoring / adherence to the prescribed SLAs. Driving and implementation of various service improvement initiatives.
- Provide adequate supervision & mentoring of vendor team(L1 & L2). Plan training programs to enhance their skills.
- Participate in BCM and DR planning and ensure that the various identified risks are addressed appropriately.
- Supporting the rollout of various local and global EUC services / enhancements, site expansion and various divisional initiatives such as contact reduction, tracking of KB articles, hardware /application upgrade projects & User migration. Suporting deployment of various End User products at the site.
- Ensure proper management of IT assets at the site
- Review of MIS/Reporting
- Support for VIP users
- Ensure adherence to the KOP for Standalone machines – Inventory & patchings
- Responsible for the inventory of IT Assets and also ensure IT disposal process being followed. Responsible for CMDB update, missing assets, reconciliations and Preserved assets
- Provide desktop support for regulatory systems and roll out of regulatory related IT changes
- Support user movements / IMAC
- Troubleshooting & providing support for Remote computing tools, printers, scanners iPHone, iPad & Android phones, email configuration etc
Your skills and experience
Added skills :
- ITIL v3 Foundation certified
- Experince managing Service Desk
- Experience running service improvement plans
- Experince running IT - end user, deployment projects
Required Skills/Experience :
- Strong background in desktop support and service desk management
- 7 to 10 Years 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 production support and good overview of production support.
- Investment Banking Experience is preferable.
- ITIL / 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.)
- Ability to work under pressure and to tight deadlines whilst maintaining close attention to detail.
- Excellent verbal and written communication & interpersonal skills
- Technology Skills – Proven capabilities/ competencies in the Desktop Engineering area / End-user Technology stack, including Desktop Virtualization, Remote computing, Collaboration platforms, Print Services, AV Services, Desktop video, IP telephony, Microsoft products etc.
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:
Our values define the working environment we strive to create – diverse, supportive and welcoming of different views. We embrace a culture reflecting a variety of perspectives, insights and backgrounds to drive innovation. We build talented and diverse teams to drive business results and encourage our people to develop to their full potential. Talk to us about flexible work arrangements and other initiatives we offer.
We promote good working relationships and encourage high standards of conduct and work performance. We welcome applications from talented people from all cultures, countries, races, genders, sexual orientations, disabilities, beliefs and generations and are committed to providing a working environment free from harassment, discrimination and retaliation.
Visit Inside Deutsche Bank to discover more about the culture of Deutsche Bank including Diversity, Equity & Inclusion, Leadership, Learning, Future of Work and more besides.
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