Technology Service Specialist, AVP

As a Technology Service Specialist, AVP at our Pune location, you will be an integral part of the Technology, Data, and Innovation (TDI) Private Bank team. In this role, you will be responsible for providing 2nd Level Application Support for business applications used in branches, by mobile sales, or via the internet. Your expertise in Incident Management and Problem Management will be crucial in ensuring the stability of these applications. Partnerdata, the central client reference data system in Germany, is a core banking system that integrates many banking processes and applications through numerous interfaces. With the recent migration to Google Cloud (GCP), you will be involved in operating and further developing applications and functionalities on the cloud platform. Your focus will also extend to regulatory topics surrounding partner/client relationships. We are seeking individuals who can contribute to this contemporary and emerging Cloud application area. Key Responsibilities: - Ensure optimum service level to supported business lines - Oversee resolution of incidents and problems within the team - Assist in managing business stakeholder relationships - Define and manage OLAs with relevant stakeholders - Monitor team performance, adherence to processes, and alignment with business SLAs - Manage escalations and work with relevant functions to resolve issues quickly - Identify areas for improvement and implement best practices in your area of expertise - Mentor and coach Production Management Analysts within the team - Fulfill Service Requests, communicate with Service Desk function, and participate in major incident calls - Document tasks, incidents, problems, changes, and knowledge bases - Improve monitoring of applications and implement automation of tasks Skills and Experience: - Service Operations Specialist experience in a global operations context - Extensive experience supporting complex application and infrastructure domains - Ability to manage and mentor Service Operations teams - Strong ITIL/best practice service context knowledge - Proficiency in interface technologies, communication protocols, and ITSM tools - Bachelor's Degree in IT or Computer Science related discipline - ITIL certification and experience with ITSM tool ServiceNow preferred - Knowledge of Banking domain and regulatory topics - Experience with databases like BigQuery and understanding of Big Data and GCP technologies - Proficiency in tools like GitHub, Terraform, Cloud SQL, Cloud Storage, Dataproc, Dataflow - Architectural skills for big data solutions and interface architecture Area-Specific Tasks/Responsibilities: - Handle Incident/Problem Management and Service Request Fulfilment - Analyze and resolve incidents escalated from 1st Level Support - Support the resolution of high-impact incidents and escalate when necessary - Provide solutions for open problems and support service transition for new projects/applications Joining our team, you will receive training, development opportunities, coaching from experts, and a culture of continuous learning to support your career progression. We value diversity and promote a positive, fair, and inclusive work environment at Deutsche Bank Group. Visit our company website for more information.,