Technology - Service Operations Specialist, Level 3 Monitoring - AVP

  • Competitive
  • Singapore
  • Permanent, Full time
  • Deutsche Bank APAC
  • 01 Oct 16

Technology - Service Operations Specialist, Level 3 Monitoring - AVP


Our technology teams are responsible for the Bank's entire information technology ("IT") infrastructure, and the development, implementation, and protection of the software required to support all of the Bank's businesses. We move over EUR 1.6 trillion across the Bank's platforms, support thousands of trading desks, and enable millions of banking transactions, share trades and emails every day.

With award-winning mobile banking apps and trading systems, our technology platforms help Deutsche Bank deliver high quality products to clients. Naturally, we make sure that the phones work, emails are delivered and PCs run - but we also develop collaboration platforms and workspaces that help our people share their knowledge, expertise and passion for our business.

Developments in technology are changing the way we communicate, work and think. Join us here, and you'll constantly be looking ahead. We'll look to you to capitalize on new technological trends that can reshape our business and deliver value for our clients, whilst still meeting the demands of customers, regulators and the markets.

Position Overview

Business Description
Working for a Tier One Investment bank, the successful candidate would be part of a level 3 support team, maintaining monitoring products to 2000+ internal users in the bank.

The L3 team supports strategic platforms that provide monitoring solutions using a number of tools, primarily ITRS Geneos, CA Nimsoft and IBM Omnibus.

The L3 team also works closely with the L1/L2 support functions, the end users and other teams and functions across the global technology teams and the software providers.


  • The L3 Monitoring specialist will report to the monitoring team lead and will:
  • Be able to demo/overview DB's monitoring solutions (AppDynamics/Geneos/Nimsoft), evangelising the benefits of each solution to potential target teams.
  • On-boarding support of both Geneos and AppDynamics:
  • Deployment; Hand holding new target application teams through the deployment of the monitoring solution
  • Configure; Working with new and migrating target application teams to configure tools to best support their requirements
  • Perform end user training to target application teams.
  • User Support
  • Problem Resolution; Provide help and training for problem resolution in the target application.
  • Performance Tuning; Provide help and training in performance tuning in target application.
  • Perform Problem Resolution (i.e. problems with the tools themselves)
  • Perform server software maintenance for each application:
  • Maintain the tools back end server software.
  • Understand and perform initial installations of the toolsets.
  • Investigate and address L3 tasks when incidents or service requests are escalated.
  • Work on proactive initiatives to improve the service. This includes writing scripts, reviewing usage, analysing performance and capacity, etc.
  • Participate in back end maintenance and audit activities such as DR tests, testing, releases and product upgrades etc.
  • Write knowledgebase documentation to improve the service and reduce reoccurring incidents.
  • Work closely with the engineering teams to gather knowledge and on-board into production deliveries of new features and enhancements.

Education / Qualifications:
  • Mandatory: Background in Application Support, Application Development and Application Performance Monitoring Tools.
  • Preferred: Educated to degree level.
  • Preferred: ITIL Foundation (or higher) certification

Essential Skills:
  • Strong admin knowledge of ITRS Geneos
  • Good deployment and admin knowledge of AppDynamics.
  • Proven background in Production Services/Application Support.
  • Strong Java programming.
  • Strong J2EE experience, preferably in horizontally scaled, multi-tier systems.
  • Strong application performance tuning experience, especially within Java/JVMs.
  • Experience with Oracle WebLogic.
  • Experience with Apache Tomcat.
  • Experience with Apache HTTP server.
  • Experience with RedHat JBoss.
  • Experience with Microsoft IIS.Strong UNIX or Linux skills.
  • Strong Windows Server skills.
  • Strong MySql and Oracle skills, including related JDBC libraries.
  • Strong scripting skills of Perl, Shell Scripts and SQL queries.
  • Good understanding of engineering, application development lifecycles, infrastructure and networks.
  • Good understanding of Event Management & Monitoring practices
  • Strong communication skills, ability to communicate with people at all levels and influence the progress of tasks.
  • Experience in delivering presentations.
  • Experience in writing technical documentation.
  • Experience in delivering training courses.

Experience Required:
  • Experience within the IT Industry, preferably within Investment Banking
  • Application Support Experience
  • Experience in working with both onshore and offshore staff, within a globally diverse team.
  • Can work with internal and external Service Providers
  • Background in Application Support or Application Development as well as monitoring implementation.

Language Required:
  • English

Deutsche Bank offers a challenging and rewarding career where your contribution is valued and rewarded. We have an inclusive and friendly working environment coupled with excellent facilities and benefits.

Deutsche Bank is an equal opportunity employer who seeks to recruit and appoint the best available person for a job regardless of marital status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability.