Service Operations Specialist, AS

Job Title: Service Operations Specialist

Location: Pune, India

Corporate Title: Associate

You will be joining the Production Support team to work alongside Business users and Business Support group in Deutsche Bank Index Quant area. Production and Application stability being the key responsibility to ensure applications are available for Business use. The Service Operations Specialist role supports the respective functional teams and provides expertise and assistance to ensure effective services are provided by Service Operations.

The main tasks of the Service Operations Specialist are: monitoring and tracking activities, analysing Issues, supporting the resolution of issues and conflicts and preparing reports and meetings. The Service Operations Specialist has knowledge of and 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).

Your key responsibilities

Tasks / Responsibilities:

• Supporting a clearly defined set of Corporate & Investment Banking applications
• Develop a good understanding of the activities required to execute production management functions.
• Support Service Operations teams in providing optimum service level to the business lines supported.
• 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
• Participate in regular meetings with stakeholders, prepare and document meetings, track progress.
• Undertake specific functions within the relevant production management process as identified for the specific production management area.
• Participate in regular meetings with stakeholders, prepare and document meetings, track progress and communicates to stakeholders.
• Collect, interpret and respond to changes in production data, as appropriate.
• Track the implementation of resolution tasks.
• Provide regular and reliable reporting of relevant data to meet management requirements.
• Understand thoroughly the end to end application support process and escalation procedures, become fully conversant with all support tools that will be used to provide effective support in the relevant area (i.e. service operations).
• Maintain an end to end view of the application and infrastructure landscape.
• Provide input and contribute in Production Management related audits.
• Engage with other Service Operations groups to understand business requirements
• Support the collection, analysis and production metrics on process data for KPIs to find out improvements.
• Identify risks and issues related to the area.
• Work with Release Management and Transition Management on application configurations changes
• 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
• Drive continual service improvements
• Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution.
• Hours to provide coverage from 9 AM IST 6 PM IST with some staggered work possible to support other regions, along with weekend support tasks according to rota

Your skills and experience

Experience | Exposure (Recommended):

• Service Operations experience within a global operations context
• 4-6 yrs experience in IT in large corporate environments, specifically in the area of controlled production environments or in Financial Services Technology/Capital Markets/Investment Banks in a client-facing function
• Experience of end to end Level 2 management and good overview of Production/Operations Management overall
• Exceptional written and oral communication skills, including the ability to communicate technical information to a non-technical audience up to the most senior level
• Experience using operating systems such as UNIX, Linux and Wintel from the command line interface. Knowledge of commands need to navigate, troubleshoot issues and provide status of these systems. Experience of shell scripting and exposure to automation projects
• The ability to write SQL to extract and patch data in Oracle databases as well as monitor database health and performance
• Experience of using monitoring and scheduling tools such as Geneos, Control-M and Autosys
• Experience of run-book execution
• Experience of supporting complex application and infrastructure domains
• ITIL / 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.)

You will be:

• Educated to a Bachelor Degree Level from an accredited college or university with a concentration in computer science or IT-related discipline (or equivalent work experience or diploma)
• Experienced in ITIL / best practices for supporting a production environment (e.g. ITIL v3 foundation certification)
• Adaptable/flexible to changing situations. Able to work across countries, regions and time zones with people from a broad range of cultures with mixed technical abilities
• Experienced in influencing/engaging stakeholders to understand/support production strategy, risks or challenges
• A good problem solver with very good analytical skills
• Able to deliver results, measure success and seek to continually develop team and individual performance