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
