PB GY Production Support (L2 support) Position Overview Job Title- Technology Service Analyst Location- Pune Role Description Private Bank 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 Service Management Analyst acts as a hands-on technician executing several tasks in relation to the required services within the Service Management environment. The Service Management Analyst role supports the respective functional teams and provides expertise and assistance to ensure effective services are provided by Service Management. The main tasks of the Service Management Analyst are: monitoring and tracking activities, analyzing issues, supporting the resolution of issues and conflicts and preparing reports and meetings. The Service Management Analyst has knowledge of and experience in all relevant tools used in the Service Management environment. 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 Develop a good understanding of the activities required to execute Service Management functions. Follow all guidelines and controls for the relevant processes to ensure compliance and quality. Undertake specific functions within the relevant Service Management process as identified for the specific Service Management area. Participate in regular meetings with stakeholders, prepare and document meetings, track progress. Collect, interpret and respond to changes in production data, as appropriate. Track the implementation of resolution tasks. Provide regular and reliable reporting of relevant data to meet management requirements. Understand thoroughly the end to end application support process and escalation procedures, become fully conversant with all support tools that will be used to provide effective support in the relevant area (i.e. service operations). Maintain an end to end view of the application and infrastructure landscape. Provide feedback and communicates results to stakeholders. Provide input and contribute in Service Management related audits. Engage with other Service Management groups to understand business requirements Perform review of specifications. Collect, analyze and produce metrics on process data for KPIs to find out improvements. Identify risks and issues related to the area. Provide governance to ensure appropriate planning and reporting. Experience/Exposure Your skills and experience The Service Management Analyst with focus on Service Operations will be responsible for undertaking Service Operation support activities including run book, incident and problem resolution where these have been assigned. Undertake start of day, intra-day, end of day and end of period procedures as defined in the Service Operations run book to ensure that production configuration items deliver required services Ensure familiarity with the applications, tools, feeds, data, batch files etc that are being managed and / or supported Maintain a thorough understanding, sufficient to meet target Service Level Agreements, of the knowledge required to provide effective technical support (including understanding of market feeds, reference data problems, batch processes, system interfaces, business rules etc.) Derive and apply strategies for resolving and solving application incidents/problems. Apply business and required technical skill sets to resolve issue promptly and accurately. Seek early advice where appropriate. Bank knowhow is needful, especially knowledge about Mortgages and Consumer Credits. Language Skills: English, German (nice to have) Needful technical skills: Unix, Oracle SQL, Shell Scripting, Cloud technologies, Oracle WebLogic and TomCat. Nice to have: Python and Java knowledge. Education 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 V4 foundation certification (preferred) 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 to discover more about the culture of Deutsche Bank including Diversity, Equity & Inclusion, Leadership, Learning, Future of Work and more besides.
