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R0177400 TDI - Operation Services Specialist - AVP

Deutsche Bank
Singapore
Posted 19 days ago Permanent 7 - 9
S
Posted by
Sai Vayara
Recruiter
The Operation Services Specialist ensures all provided IT services are robust, controlled and delivered effectively and efficiently. This includes monitoring services, preventing and resolving service failures, fixing problems as well as carrying out operational tasks. The Operation Services Specialist will manage degradations or disruption of services identified and reported by service consumers or by the analysis and reactions to events on the respective service components in order to quickly re-establish the service to the full extent. The Operations Services Specialist works through service related requests in accordance with existing service catalogue components.

Your key responsibilities:

You will be operating within Production services team of Trade Finance and Lending domain which is a subdivision of Corporate Bank as a Production Support Engineer. In this role, you will be accountable to drive a culture of proactive continual improvement into the Production environment through application, user request support, troubleshooting and resolving the errors in production environment. Automation of manual work, monitoring improvements and platform hygiene. Supporting the resolution of issues and conflicts and preparing reports and meetings. You should have experience in all relevant tools used in the Service Operations environment and have specialist expertise in one or more technical domains and ensures that all associated Service Operations stakeholders are provided with an optimum level of service in line with Service Level Agreements (SLAs) / Operating Level Agreements (OLAs).

  • Ensure all the BAU support queries from business are handled on priority and within agreed SLA and also to ensure all application stability issues are well taken care off.
  • Support the resolution of incidents and problems within the team. Assist with the resolution of complex incidents. Ensure that the right problem-solving techniques and processes are applied
  • Embrace a Continuous Service Improvement approach to resolve IT failings, drive efficiencies and remove repetition to streamline support activities, reduce risk, and improve system availability.
  • Be responsible for your own engineering delivery and using data and analytics, drive a reduction in technical debt across the production environment with development and infrastructure teams.
  • Act as a Production Engineering role model to enhance the technical capability of the Production Support teams to create a future operating model embedded with engineering culture.
  • Provide hands on technical support for a suite of applications/platforms within Deutsche Bank during early APAC hours.
  • Build up technical subject matter expertise on the applications/platforms being supported including business flows, the application architecture and the hardware configuration.
  • Resolve service requests submitted by the application end users to the best of L2 ability and escalate any issues that cannot be resolved to L3.
  • Conduct real time monitoring to ensure application SLAs are achieved and maximum application availability (up time).
  •  Assist in the process to approve all new releases and production configuration changes, keep stakeholders informed and conduct any release tasks assigned to support.
  •  Manage incidents through to 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.
  •  Build and maintain effective and productive relationships with the stakeholders in business, development, infrastructure and third-party systems / data providers & vendors.
  •  Ensure all knowledge is documented and that support runbooks and knowledge articles are kept up to date.
  •  Approach support with a proactive attitude, working to improve the environment before issues occur.
  •  Weekend coverage may need to be provided on rotational basis.
  • Lead by example to drive a culture of proactive continual improvement into the Production environment through automation of manual work, monitoring improvements and platform hygiene.
  • Carry out technical analysis of the Production platform to identify and remediate performance and resiliency issues.
  • Engage in the Software Development Lifecycle (SDLC) to enhance Production Standards and controls.
  • Update the Run Book and KEDB as & when required
  • Participate in all BCP and component failure tests based on the run books
  • Understand flow of data through the application infrastructure. It is critical to understand the dataflow so as to best provide operational support
  • Proactive event monitoring and ensuring the alerts/events are well handled by referring to runbook and also taking initiative in creating new ones if required for the future reference.
  • Drive knowledge management across the supported applications and ensure full compliance
  • Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution.

Your skills and experience:

  • 6+ years of experience in IT in large corporate environments, specifically in the area of controlled production environments or in Financial Services Technology in a client-facing function
  • Experience of end-to-end Level 2,3 management and good overview of Production/Operations Management overall
  • Operating systems (e.g. UNIX, Windows) and the underlying infrastructure environments
  • Database environments (e.g. Oracle, MS-SQL, Sybase, No SQL)
  • Recent experience of applying technical solutions to improve the stability of production environments
  • Working experience of some of the following technology skills:
    • Middleware (e.g. MQ, WebLogic, Tomcat, Jboss, Apache, Kafka ), DAP, Dweb, Fabric
    • Automation, monitoring and data analytics tools (e.g. Monitoring tool (Geneos/Nagios) , scheduling tool (Control-M /Autosys), Ansible, Blueprism, App dynamics, Splunk )
    • Scripting languages (e.g. UNIX shell and PowerShell, PERL, Python, Github, Spring boot, JAVA/.NET )
  • Good understanding of ITIL Service Management framework such as Incident, Problem, and Change processes.
  • Ability to self-manage a book of work and ensure clear transparency on progress with clear, timely, communication of issues.
  • Excellent troubleshooting and problem-solving skills.
  • Excellent communication skills, both written and verbal, with attention to detail.
  • Ability to work in virtual teams and in matrix structures
  • Service Operations, development experience within a global operations context
  • Global Transaction Banking Experience is a plus.
  • Experience of supporting complex application and infrastructure domains.
  • Experience in Devops/SRE.
  • Knowledge and development experience in Ansible automation.
  • Preferably knowledge and experience on GCP.
  • ITIL / best practice service context. ITIL foundation.
  • Good analytical and problem-solving skills
  • Experience of working in an agile work culture.
  • Knowledge of DevOps and SRE concepts.
  • Experience of leading small feature/function teams.

Role is required to be performed on-site at One Raffles Quay office. Relevant vaccination requirement applies

 

Job ID  R0177400
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