Job
Description
The Technical Support role is to on-board clients into various Corporate Bank platforms by Providing technical / functional support for End-to-End customer testing, Validation of financial message format for customers & the bank in Production & Test environments, focussing on XML, CSV, iDoc, EDIFACT, Monitoring of Certificate expiry, Coordinate Certificate Renewal between Client and L2/Productions, Coordination and execution of setup change, Level1 support for clients call / queries to resolve them by initiating queries within Deutsche Banks organization, and revert with a final response. Your key responsibilities Manage a portfolio of client projects and end to end implementation of mandates. Working closely with the Sales team in understanding client requirements for products / services / solutions towards managing post-sales relationship with customers Executing Service Level Agreements and other product-specific documentation requirements with customers Coordinating with the Operations team for smooth start-up of services Manage team and support them on training / Knowledge sharing. Be part of the agile team as an Implementation Owner to deliver the product build to support the business growth and strategy. Implementation of cash management solutions that include Electronic Banking/ ERP interfaces / Host-to-Host connectivity / Services, Payables, Receivables and Liquidity Management. Supporting existing customers on cash management platforms and back-office administration relating to cash management solutions. Act as contact person (entry point) for clients (internal and external) technical support across all involved Deutsche Bank areas and coordinate communication to client. Initiates and coordinates the technical investigation within the Global Implementation & Service organization, follow-up with customer as agreed, escalate, if necessary, provides final feedback to the customer. Analyze and deal with complaints from internal and external clients, to ensure that the original Deutsche Bank commitment is accomplished, and the client satisfaction and loyalty is restored. Discussion with Implementation Managers/Customers on connectivity requirements for Host-Host and API solution Understanding the various communication Protocols and API (Application Programming Interfaces) supported by the application and suggest the suitable solution. Sending the required set-up forms and verify once received. Analyze and resolve connectivity issues as part of customer testing (including understanding of LOG-files) Coordinate with Infra. teams on Firewall opening request/UNIX user creation for customers to connect. Understand various financial message / transaction file formats (especially XML) to be tested for compatibility with banks systems. Production cut-over activities to be handled and provide all technical and functional parameters as part of Change Request to production team and get all necessary approvals. Coordinate the set-up of clients/accounts in production environment. Perform production set-up verification. Perform hand over procedures to Production Management Team Support Penny Testing along with Production Management/Implementation Manager and customers. Plan, document, track and manage the Client Adoption requests and discuss the priorities when the demand exceeds capacity. Perform server maintenance sanity checks. Coordination of Testing activities with multiple back-end application teams Conduct regular calls with Implementation Managers on regular basis. Support all regions including US/AP/EU in various shift. Raise PKI certificate request and provide the public certificate chain to customers. Receive and validate all signed forms from customers (PKC and CSR confirmation) Solve production issues as part of API and DBDC L1 and/or coordinate with respective L2/L3-Teams in 24/7 mode. Your skills and experience Hands-on experience in Cash / Trade / Custody Application Support Hands-on experience in UNIX Hands-on experience in various communication Protocols (SFTP, AS2, HTTPS, FTPS, etc.) Hands-on experience with Core Java Hands-on experience in Oracle Hands-on experience in Firewall opening & networks. Hands-on experience in various file / message formats Knowledge on various compression, encryption techniques Knowledge on SSL and SSH authentication Knowledge on Web methods
