Client Implementation Analyst

Role Description

The Technical Support role is to on-board clients into various Corporate Bank platforms by

• Providing technical / functional support for End-to-End customer testing,
• Validation of financial message format for customers & the bank in Production & Test environments, focussing on XML, CSV, iDoc, EDIFACT,
• Monitoring of Certificate expiry, Coordinate Certificate Renewal between Client and L2/Productions, Coordination and execution of setup change, Level1 support for clients call / queries to resolve them by initiating queries within Deutsche Banks organization, and revert with a final response.

Your key responsibilities

• Manage a portfolio of client projects and end to end implementation of mandates.
• Working closely with the Sales team in understanding client requirements for products / services / solutions towards managing post-sales relationship with customers
• Executing Service Level Agreements and other product-specific documentation requirements with customers
• Coordinating with the Operations team for smooth start-up of services
• Manage team and support them on training / Knowledge sharing.
• Be part of the agile team as an Implementation Owner to deliver the product build to support the business growth and strategy.
• Implementation of cash management solutions that include Electronic Banking/ ERP interfaces / Host-to-Host connectivity / Services, Payables, Receivables and Liquidity Management.
• Supporting existing customers on cash management platforms and back-office administration relating to cash management solutions.
• Act as contact person (entry point) for clients (internal and external) technical support across all involved Deutsche Bank areas and coordinate communication to client.
• Initiates and coordinates the technical investigation within the Global Implementation & Service organization, follow-up with customer as agreed, escalate, if necessary, provides final feedback to the customer.
• Analyze and deal with complaints from internal and external clients, to ensure that the original Deutsche Bank commitment is accomplished, and the client satisfaction and loyalty is restored.
• Discussion with Implementation Managers/Customers on connectivity requirements for Host-Host and API solution
• Understanding the various communication Protocols and API (Application Programming Interfaces) supported by the application and suggest the suitable solution.
• Sending the required set-up forms and verify once received.
• Analyze and resolve connectivity issues as part of customer testing (including understanding of LOG-files)
• Coordinate with Infra. teams on Firewall opening request/UNIX user creation for customers to connect.
• Understand various financial message / transaction file formats (especially XML) to be tested for compatibility with banks systems.
• Production cut-over activities to be handled and provide all technical and functional parameters as part of Change Request to production team and get all necessary approvals.
• Coordinate the set-up of clients/accounts in production environment.
• Perform production set-up verification.
• Perform hand over procedures to Production Management Team
• Support Penny Testing along with Production Management/Implementation Manager and customers.
• Plan, document, track and manage the Client Adoption requests and discuss the priorities when the demand exceeds capacity.
• Perform server maintenance sanity checks.
• Coordination of Testing activities with multiple back-end application teams
• Conduct regular calls with Implementation Managers on regular basis.
• Support all regions including US/AP/EU in various shift.
• Raise PKI certificate request and provide the public certificate chain to customers.
• Receive and validate all signed forms from customers (PKC and CSR confirmation)
• Solve production issues as part of API and DBDC L1 and/or coordinate with respective L2/L3-Teams in 24/7 mode.

Your skills and experience

• Hands-on experience in Cash / Trade / Custody Application Support
• Hands-on experience in UNIX
• Hands-on experience in various communication Protocols (SFTP, AS2, HTTPS, FTPS, etc.)
• Hands-on experience with Core Java
• Hands-on experience in Oracle
• Hands-on experience in Firewall opening & networks.
• Hands-on experience in various file / message formats
• Knowledge on various compression, encryption techniques
• Knowledge on SSL and SSH authentication
• Knowledge on Web methods.