Job Titles: Technology Service Specialist
Corporate title: Associate
Location: Pune, India
Role Description
- Our team is part of the area Technology, Data, and Innovation (TDI) Private Bank. 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 overall 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. Within TDI, Partnerdata is the central client reference data system in Germany. As a core banking system, many banking processes and applications are integrated and communicate via >2k interfaces.
- With the partnership with Google Cloud (GCP), a bunch of applications and functionalities were migrated to GCP from where they will be operated and worked upon in terms of further development. Besides to the maintenance and the implementation of new requirements, the content focus also lies on the regulatory topics surrounding a partner/ client. We are looking for reinforcements for this contemporary and emerging Cloud area of application.
What we'll offer you
As part of our flexible scheme, here are just some of the benefits that you'll enjoy
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
- Incident-, Change-, Problem Management and Service Request Fulfillment
- Solving incidents of customers in time
- Log file analysis and root cause analysis
- Participating in major incident calls for high priority incidents
- Resolving inconsistencies of data replication
- Supporting Problem management to solve Application issues
- Creating/Executing Service Requests for Customers, provide Reports and Statistics
- Escalating and informing about incidents in a timely manner
- Documentation of Tasks, Incidents, Problems and Changes
- Documentation in Service Now
- Documentation in Knowledgebases
- Improving monitoring of the application
- Adding requests for Monitoring
- Adding alerts and thresholds for occurring issues
- Implementing automation of tasks
Your skills and experience
- 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
- Bachelors Degree from an accredited college or university with a concentration in IT or Computer Science related discipline (equivalent diploma or technical faculty)
- ITIL certification and experience with ITSM tool ServiceNow (preferred)
- Know How on Banking domain and preferably regulatory topics around know your customer processes
- Experience with databases like BigQuery and good understanding of Big Data and GCP technologies
- Experience in at least: GitHub, Terraform, Cloud SQL, Cloud Storage, Dataproc, Dataflow
- Architectural skills for big data solutions, especially interface architecture
- You can work very well in teams but also independent and you are constructive and target oriented
- Your English skills are very good and you can both communicate professionally but also informally in small talks with the team
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
