Service operations specialist, AS

Role Description

• TDI Private Bank Global Production Stability - provides 2nd Level Application Support for business applications used in private bank.
• 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.

Your key responsibilities

• Experience: 7+ years
• Monitor production systems for performance, availability, and anomalies.
• Collaborate with development teams for bug fixes and enhancements.
• Docker, Helm, K8s, OpenShift and Unix is knowledge will be an advantage.
• Provide application support by handling and consulting on BAU, Incidents/emails/alerts for the respective applications.
• Act as an escalation point for user issues and requests and from Level 1/L2 support. Report issues to senior management.
• Gain detailed knowledge of all business flows, the application architecture, and the hardware configuration for supported applications.
• Define, document, and maintain procedures, SLAs, and knowledge base to support the platforms to ensure consistent service levels are achieved across the global support team.
• Build and maintain effective and productive relationships with the stakeholders in business, development, infrastructure, and third-party systems / data providers.
• Manage incidents through resolution, keeping all stakeholders abreast of the situation and working to minimize impact wherever possible.
• Conduct post-mortems of incidents and drive relevant feedback into Incident, Problem and Change management programs.
• Facilitate coordination across L1/L2 and L3/Engineering teams to investigate and resolve an ongoing infrastructure/platform or application issue impacting multiple business lines.
• Drive the automations and implementation of the tools and best practices needed to provide effective support.
• Collaborate with, deliver initiatives, and install these initiatives to drive stability in the environment.
• Assist in the process to approve all new releases and production configuration changes; ensure development includes all necessary documentation for each change and conduct post-release testing where required.
• Perform reviews of all open production items with the development team and push for updates and resolutions to outstanding tasks and reoccurring issues.
• Regularly review and analyze service requests and issues that are raised; seek to improve the process and remove reoccurring tasks where possible.
• Perform reviews of existing monitoring for the platform and make improvements where possible.
• The candidate will have to work in shifts as part of a Rota covering EMEA hours and in the event of major outages or issues we may ask for flexibility to help provide appropriate cover.
• Be willing to take over on-call service for the application.

Your skills and experience

Business and Technical competency:

• Hands on experience in Banking domain and technology.
• Banking Payments business and operations knowledge is a must.

Technologies:

• Hands-on experience with log analyser such as Splunk (mainly), Geneos etc.
• Knowledge in Mainframe, DAP and Unix
• Knowledge and hands on in Observability tool like NewRelic
• Hands on experience in job scheduling tools, SQL etc.

Incident and Operations Management:

• Strong knowledge in incident management processes and various ITIL concepts. ITIL V3 foundation certification (preferred)
• Strong skills in application monitoring and performance, troubleshooting, and root cause analysis.

Soft Skills:

• Excellent problem-solving abilities in high-pressure scenarios.
• Strong communication skills to work effectively with stakeholders and cross-functional teams.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• English language skills mandatory, German CEFR A1 level preferred (highly desirable)

Education

• Bachelors degree from an accredited college or university with a concentration in IT or Computer Science related discipline (equivalent diploma or technical faculty)