Operations Service Specialist, Associate

Role Description

Private Bank Germany Service Operations - provides 2nd Level Application Support for business applications used in branches, by mobile sales or via internet. The department is responsible for the stability of the applications. Incident Management and Problem Management are the main processes that account for the required stability. In-depth application knowledge and understanding of the business processes that the applications support are our main assets.

Your key responsibilities

• Management of support activities for service operations, such as troubleshooting and solving incidents and problems / service delivery
• Take overall responsibility for the resolution of incidents and problems within the team & oversee the resolution of complex incidents
• Ensure analysts are using the correct troubleshooting methods and processes
• Assistance in managing relationships with involved business partners
• Manage escalations by collaborating with customer Service, other service operations specialists and relevant TDI functions to resolve escalated issues properly and quickly
• Overview of areas that need monitoring, reporting and improvement
• Identifying the required metrics and ensuring that they are addressed, monitored, and improved where necessary

Your skills and experience

• Experience with multiple technology stacks (Full Stack, Microservices, SQL/DB2/Oracle database, Cloud based platforms, JAVA, etc.)
• Working knowledge of standard tools (Service-Now, Confluence, JIRA)
• Working knowledge of Monitoring applications (ITRS Geneos, Splunk, New Relic, Nagios, etc.)
• ITIL & GCP qualified desirable.
• English language skills mandatory, German CEFR A1 level mandatory (higher desirable)

Education

• Bachelors degree from an accredited college or university with a concentration in IT or Computer Science related discipline (equivalent diploma or technical faculty)