Technology Service Analyst, AS

• We are part of the Chief Security Office (CSO) responsible for providing technology application support for cyber and physical security platforms
• Our team provides an end-to-end follow the sun support service for multiple areas across Deutsche Bank
• Being at the forefront of supporting the applications the team members have high exposure to, and work with the front to back business teams on a daily basis within a fast-paced dynamic environment.

Your key responsibilities

• Provide superior Level 2 app support for CSO Production Services across full spectrum of ITIL processes adhering to teams Key Operating Procedures (KOP), main focus being on stability.
• Diligently monitor incoming support tickets, e-mails, calls and chats, taking great care in responses and owning all items till resolution.
• Key focus on Knowledge and Training ensuring new and helpful information is continually captured, documented, and communicated benefiting the entire team.
• Gain detailed knowledge of all supported applications business/operations process flows, and an applications architecture and hardware configuration.
• Ensure timely delivery of key data feeds within SLAs. Consistently achieve maximum availability (up time) for critical application functionality.
• Understand Incident impact and urgency, putting together and delivering prompt detailed communications to key stakeholders on resolution progress.
• Managing Incident troubleshooting through to resolution, setting up and leading conference calls and group chats, escalating promptly where required pulling in all essential personnel.
• Conduct post-mortems of Incidents and track preventative measures through to implementation, ensuring lessons learnt are documented and adhered to going forward.
• Review Change Requests and understand their wider impact, ensuring all mandatory information is present and testing has been performed, and that suitable back out plans are in place.
• Put in place new and enhance existing monitoring using monitoring tools to proactively detect and alert to application issues.
• Work with Program managers and Engineering teams to onboard application support for new applications, estimating support work load and rolling out support services.
• Lead regular reviews of all open production issues with Engineering and Program teams and push for updates and resolutions to outstanding tasks and reoccurring issues.
• Mentor and guide L1 team members to develop and improve their capabilities.
• Approach support with a proactive attitude, working to proactively improve the environment before issues occur.
• Weekend coverage needs to be considered on a Rota basis.

Your skills and experience

• 2-4+ years working experience in a financial institution providing IT support and dealing with business users
• Self-motivation and willingness to continual learn and improve both soft and technical skills
• Automation mindset, looking to continually reduce, automate, or eliminate all manual tasks and effort
• Getting things done in large organizations understanding of where to use processes and how to build and operate a network. "Change Agent", ability to obtain results through influence
• Work across countries, regions and time zones with a broad range of cultures and technical capability
• Good written and oral communication skills, including the ability to communicate technical information to a non-technical audience - Relationship management skills
• Experience working with virtual and global teams / Intercultural awareness
• Broad ITIL / best practice service context within a real time distributed environment (ITIL v3 foundation desired)
• Ability to manage ambiguity, risk, and changing direction of projects and strategies.
• Working experience in Cloud based platforms.
• Experience with using GCP, CyberArk, PAM, UNIX, Linux, Wintel, Python/Perl/Shell scripting, as well as ability to write SQL to extract data in Oracle/SQL Server databases.

Experience (Recommended):

• 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 production support and good overview of production support.
• Investment Banking Experience is preferable.
• Experience of run-book execution.
• Experience of supporting complex application and infrastructure domains
• IITIL / best practice service context
• Good analytical and problem solving skills
• Ability to work in virtual teams and in matrix structures
• Working knowledge of incident tracking tools (i.e. ServiceNow etc.)
• Working experience in Cloud based platforms.
• Must be hands on with technologies like UNIX (Linux/Solaris), Oracle SQL/ PL*SQL and will be required to login to the servers and perform troubleshooting issues.
• Understanding of application monitoring tools

Education | Certification (Recommended):

• Bachelor Degree from an accredited college or university with a concentration in Computer Science or IT-related discipline (or equivalent work experience or diploma)
• ITIL Foundation Certificate