Service Operations - Production Engineer Support, AVP 

Role Description

You will be operating within Corporate Bank Production domain or in Corporate Banking subdivisions, as a AVP - 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. Training and Mentoring new and existing team members, supporting the resolution of issues and conflicts and preparing reports and meetings. Candidate should have experience in all relevant tools used in the Service Operations environment and has 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.
• Train and Mentor team members to grow to the next role
• Bring in the culture of innovation engineering and automation mindset

Deutsche Banks Corporate Bank division is a leading provider of cash management, trade finance and securities finance. We complete green-field projects that deliver the best Corporate Bank - Securities Services products in the world. Our team is diverse, international, and driven by shared focus on clean code and valued delivery. At every level, agile minds are rewarded with competitive pay, support, and opportunities to excel.

You will work as part of a cross-functional agile delivery team. You will bring an innovative approach to software development, focusing on using the latest technologies and practices, as part of a relentless focus on business value. You will be someone who sees engineering as team activity, with a predisposition to open code, open discussion and creating a supportive, collaborative environment. You will be ready to contribute to all stages of software delivery, from initial analysis right through to production support.

Your key responsibilities

• 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
• Event monitoring and management via a 24x7 workbench that is both monitoring and regularly probing the service environment and acting on instruction of a run book.
• 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

• Recent experience of applying technical solutions to improve the stability of production environments
• Working experience of some of the following technology skills:

Technologies/Frameworks:

• Shell Scripting and/or Python
• JAVA 8/OpenJDK 11 (at least) - for debugging
• Familiarity with Spring Boot framework
• Unix Troubleshooting skills
• Hadoop framework
• stack Oracle 12c/19c - for pl/sql, familiarity with OEM tooling to review AWR reports and parameters
• No-SQL
• ITIL v3 Certified (must)

Configuration Mgmt Tooling:

• Ansible

Operating System/Platform:

• RHEL 7.x (preferred), RHEL6.x
• OpenShift (as we move towards Cloud computing and the fact that Fabric is dependent on OpenShift)

CI/CD:

• Jenkins (preferred)
• Team City

APM Tooling:

• Splunk
• Geneos
• NewRelic
• Prometheus-Grafana

Other platforms:

• Scheduling Ctrl-M is a plus, AIRFLOW, CRONTAB or Autosys, etc

Methodology:

• Micro-services architecture
• SDLC
• Agile
• Fundamental Network topology TCP, LAN, VPN, GSLB, GTM, etc
• Distributed systems
• experience on cloud platforms such as Azure, GCP is a plus
• familiarity with containerization/Kubernetes

Tools:

• ServiceNow
• Jira
• Confluence
• BitBucket and/or GIT
• Oracle, SQL Plus
• Familiarity with simple Unix Tooling putty, mPutty, exceed
• (PL/)SQL Developer
• 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

Experience | Exposure (Recommended):

• 11+ yrs 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
• Service Operations, development experience within a global operations context
• Global Transaction Banking Experience is a plus.
• Experience of end-to-end Level 2,3,4 management and good overview of Production/Operations Management overall
• Experience of supporting complex application and infrastructure domains
• ITIL / best practice service context. ITIL foundation is plus.
• Good analytical and problem-solving skills

Added advantage if knowing following technologies.

ETL Flow and Pipelines. Knowledge of Bigdata, SPARK, HIVE etc. Hands on exp on Splunk/New Relic for creating dashboards along with alerts/rules setups Understanding of messaging systems like SWIFT. MQ messages Understanding Trade life cycles specially for back office