2 Applications Architecture Jobs

We are looking for a Colleague Care Analyst to champion the delivery of exceptional customer service to AXA XL colleagues. You will be acting as both a point of escalation for colleagues, to accelerate the resolution of open issues, and also acting proactively to prevent poor colleague service experiences, the colleague care analyst is dedicated to improving the overall colleague experience of Global Technology. In this operational, customer facing role, you will have the capability and the authority to navigate the whole of Global Technology, negotiating and collaborating both retained and 3rd party resolver teams to expedite issues and deliver positive service outcomes on behalf of the customer. Working as part of the regionally distributed colleague care team, you will be managing the end-to-end delivery of new IT services for New Hires to meet or exceed agreed timescales. As a Colleague Care Analyst you will identify and champion service improvement opportunities for processes, tools and communication channels that impact the delivery of IT services to colleagues. DISCOVER your opportunity What will your essential responsibilities include? Act as a point of contact for colleague escalations, providing outstanding service in all colleague interactions. Take ownership of colleague service failures and failing issues until a successful outcome is achieved. Own escalations from the Service Desk of potential SLA breaches involving other resolver teams. Communicate with Service Managers where necessary to ensure that escalated issues have proper visibility amongst the Service Management team. Work directly with AXA XL suppliers to prevent ticket resolution failure. Identify cross-supplier process failure to Service Control for root cause investigation. Monitor, raise and update ServiceNow tickets as necessary. Actively monitor and address aging tickets and tickets on the threshold of exceeding SLA. Update knowledge management system as necessary. Identify service improvement opportunities to key service management stakeholders. Work with Incident and Problem management teams on individual proactive and reactive issues as necessary. Contribute to the New Hire onboarding process, owning the overall delivery of New Hire IT services and communicating directly with new colleagues on their first day with AXA XL. Manage and provide a heightened level of support for VIP issues, tracking issues through resolution and communicating directly with VIP colleagues on resolution status. Contribute to and promote a culture of outstanding service while delivering an excellent colleague experience across all areas of IT engagement. Engage in formal and informal knowledge transfer. Act as a Service Desk Agent in the event of a business continuity incident if required. You will report to the Manager- Colleague Care. SHARE your talent Were looking for someone who has these abilities and skills: Required Skills and Abilities: Relevant years of experience in a Help Desk/Service Desk or Customer Service role. Relevant years of IT service experience. Outstanding customer service skills and a customer first mentality are a must. Excellent understanding of the IT support structure and the ability to navigate it to provide high quality service. Effective understanding of IT principles and a thorough comprehension of the scope of service provided by each IT function. Excellent technical knowledge and working experience with Microsoft products including email, Client, Server, Network and Telephony technologies, Mobile Computing, Directory Services, and overall understanding of infrastructure, desktop, and applications technologies and architecture. Effective verbal and written communication skills across teams and levels of organization with the ability to build effective relationships with key stakeholders, and clearly articulate plans and expected results and benefits. Ability to think outside the box and offer creative solutions to resolving complicated issues. Must be professional, innovative, empathetic and enjoy working with people; critical thinking, creativity, and self-directed judgment are expected. Keen organizational skills with a excellent sense of urgency and the capacity to prioritize without formal directives. Ability to work in a fast paced, high pressure work environment. Excellent ability to multi-task and work on tasks and projects while being interrupted by usersand colleagues requesting support; ability to constantly re-prioritize tasks is a must. Bachelor's degree or relevant experience required. Desired Skills and Abilities: ITIL Foundations Certification a plus.

We are part of the Chief Security Office (CSO) responsible for providing technology application support for cyber and physical security platforms Our team provides an end-to-end follow the sun support service for multiple areas across Deutsche Bank Being at the forefront of supporting the applications the team members have high exposure to, and work with the front to back business teams on a daily basis within a fast-paced dynamic environment. Your key responsibilities Provide superior Level 2 app support for CSO Production Services across full spectrum of ITIL processes adhering to teams Key Operating Procedures (KOP), main focus being on stability. Diligently monitor incoming support tickets, e-mails, calls and chats, taking great care in responses and owning all items till resolution. Key focus on Knowledge and Training ensuring new and helpful information is continually captured, documented, and communicated benefiting the entire team. Gain detailed knowledge of all supported applications business/operations process flows, and an applications architecture and hardware configuration. Ensure timely delivery of key data feeds within SLAs. Consistently achieve maximum availability (up time) for critical application functionality. Understand Incident impact and urgency, putting together and delivering prompt detailed communications to key stakeholders on resolution progress. Managing Incident troubleshooting through to resolution, setting up and leading conference calls and group chats, escalating promptly where required pulling in all essential personnel. Conduct post-mortems of Incidents and track preventative measures through to implementation, ensuring lessons learnt are documented and adhered to going forward. Review Change Requests and understand their wider impact, ensuring all mandatory information is present and testing has been performed, and that suitable back out plans are in place. Put in place new and enhance existing monitoring using monitoring tools to proactively detect and alert to application issues. Work with Program managers and Engineering teams to onboard application support for new applications, estimating support work load and rolling out support services. Lead regular reviews of all open production issues with Engineering and Program teams and push for updates and resolutions to outstanding tasks and reoccurring issues. Mentor and guide L1 team members to develop and improve their capabilities. Approach support with a proactive attitude, working to proactively improve the environment before issues occur. Weekend coverage needs to be considered on a Rota basis. Your skills and experience 2-4+ years working experience in a financial institution providing IT support and dealing with business users Self-motivation and willingness to continual learn and improve both soft and technical skills Automation mindset, looking to continually reduce, automate, or eliminate all manual tasks and effort Getting things done in large organizations understanding of where to use processes and how to build and operate a network. "Change Agent", ability to obtain results through influence Work across countries, regions and time zones with a broad range of cultures and technical capability Good written and oral communication skills, including the ability to communicate technical information to a non-technical audience - Relationship management skills Experience working with virtual and global teams / Intercultural awareness Broad ITIL / best practice service context within a real time distributed environment (ITIL v3 foundation desired) Ability to manage ambiguity, risk, and changing direction of projects and strategies. Working experience in Cloud based platforms. Experience with using GCP, CyberArk, PAM, UNIX, Linux, Wintel, Python/Perl/Shell scripting, as well as ability to write SQL to extract data in Oracle/SQL Server databases. Experience (Recommended): 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 Level 2 production support and good overview of production support. Investment Banking Experience is preferable. Experience of run-book execution. Experience of supporting complex application and infrastructure domains IITIL / 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.) Working experience in Cloud based platforms. Must be hands on with technologies like UNIX (Linux/Solaris), Oracle SQL/ PL*SQL and will be required to login to the servers and perform troubleshooting issues. Understanding of application monitoring tools Education | Certification (Recommended): Bachelor 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