Location
Pune | India
Job description
Position Overview
Job Title: Technology Service Specialist
Corporate Title: AVP
Location: Pune
Role Description
TDI PB Germany Service Operations provides 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. Incident Management and Problem Management are the main processes that account for the required stability. In-depth application knowledge and understanding of the business processes that the applications support are our main assets.
The role is to support applications in the Banking domain:
PartnerData application holds and provides customer static data as central component (golden source)
SAP Business Partner receives replicated Customer data from PartnerData, to make Partner information available to connected SAP applications
Application Support for SCHUFA connectivity , providing credibility information to consumer applications
Support of dbSign as central signature system in the branches
The Service Specialist is responsible for providing specialist leadership to one or more Operations Support teams. The Service Specialist has specialist expertise in one or more technical domains and ensures that all associated Service Operations stakeholders are provided with an optimum level of service in line with Service Level Agreements (SLAs)/Operating Level Agreements (OLAs).
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
- Ensures that the Service Operations team provides optimum service level to the business lines it supports.
- Takes overall responsibility for the resolution of incidents and problems within the team. Oversees the resolution of complex incidents. Ensure that Analysts apply the right problem-solving techniques and processes.
- Assists in managing business stakeholder relationships.
- Assists in defining and managing OLAs with relevant stakeholders.
- Ensures that the team understands OLAs and resources appropriately and are aligned to business SLAs.
- Ensures relevant Client Service teams are informed of progress on incidents, where necessary.
- Ensures that defined divisional Production Management service operations and support processes are adhered to by the team. Make improvement recommendations where appropriate.
- Prepares for and, if requested, manages steam review meetings. Makes suggestions for continual service improvement.
- Manages escalations by working with Client Services and other Service Operations Specialists and relevant functions to accurately resolve escalated issues quickly.
- Observes areas requiring monitoring, reporting and improvement.
- Identifies required metrics and ensure they are established, monitored and improved where appropriate.
- Continuously seeks to improve team performance.
- Participates in team training events, where appropriate.
- Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution.
- Mentors and coaches Production Management Analysts within the team by providing career development and counselling, as needed.
- Assists Production Management Analysts in setting performance targets; and manages performance against them.
- Identifies team ‘bottlenecks’ (obstacles) and takes appropriate actions to eliminate them.
- Level 3 or Advanced support for technical infrastructure components
- Evaluation of new products including prototyping and recommending new products including automation
- Specify/select tools to enhance operational support.
- Champion activities and establishes best practices in specialist area, working to implement best of breed test practices and processes in area of profession.
- Defines and implements best practices, solutions and standards related to their area of expertise
- Builds captures and manages the transfers of knowledge across the Service Operations organization
- Fulfil Service Requests addressed to L2 Support
- Communicate with Service Desk function, other L2 and L3 units
Area specific tasks / responsibilities:
- Handling Incident- /Problem Management und Service Request Fulfilment
- Analyze Incidents, which are addressed from 1st Level Support
- Analyze occurred errors out of the batch processing and interfaces of related systems
- Resolution or Workaround determination and implementation
- Supporting the resolution of high impact incidents on our services, including attendance at incident bridge calls
- Escalate incident tickets and working with members of the team and Developers
- Handling Service Request eg. Reports for Business and Projects
- Providing resolution for open problems, or ensuring that the appropriate parties have been tasked with doing so
- Supporting the handover from new Projects / Applications into Production Services with Service Transition before Go Life Phase
- Supporting Oncall-Support activities
Your Skills & Experience/Exposure
- Service Operations Specialist experience within a global operations context
- Extensive experience of supporting complex application and infrastructure domains
- Experience managing and mentoring Service Operations teams
- Broad ITIL/best practice service context within a real time distributed environment
- Experience managing relationships across multiple disciplines and time zones
- Ability to converse clearly with internal and external staff via telephone and written communication
- Good knowledge on interface technologies and communication protocols
- Be willing to work in DE business hours
- Clear and concise documentation in general and especially a proper documentation of the current status of incidents, problems and service requests in the Service Management tool
- Thorough and precise work style with a focus on high quality
- Distinct service orientation
- High degree of self-initiative
Skill-profile/Experience
- Experience working in an Agile environment will be beneficial
- Oracle, Unix and UC4 knowledge would be an added advantage
- Knowledge in COBOL programming, respectively understanding/analysing of coding
- Deeper Know How of IBM mainframe environment (JCL, OPC, batch processing, middleware infrastructure)
- Good experience in mainframe DB2 (mainly SQL)
- Knowledge about Java, HTML and Web technologies
- Extensive analytical and process related thinking combined with creativity, independence and assertiveness, to design procedures.
- Organizational Skills (Project experience, independent working)
- Communication Skills (good verbal and written communication)
- ITIL Know How
Education/Certification
- Bachelor’s degree from an accredited college or university with a concentration in Computer Science or IT-related discipline (or equivalent work experience or diploma)
- ITIL Foundation Certificate (preferred but not mandatory)
- Good knowledge on interface technologies and communication protocols
- Good knowledge in SAP module ‘Business Partner’ (preferred but not mandatory)
- Very strong English written & verbal skills required
- Good language skills in German required (preferred but not mandatory)
Key Technical Competencies
Proficiency Level (1 to 5)
Quality Management
P4 – Advanced
Client Services
P3 – Experienced
Process Development & Management
P3 – Experienced
Industry Knowledge
P3 – Experienced
Innovation
P3 – Experienced
Managing Complexity
P3 – Experienced
Product Knowledge (internal & external)
P3 – Experienced
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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