Technology Service Specialist

About The Role : 

Job Title- Technology Service Specialist

Location- Pune, India


Role Description
Part of the End User Computing, Trading and Regulatory Team provide Real Time Communication services and platforms to over 110,000 users. Platforms include Microsoft Teams, Skype, Symphony, Zoom, Room Meeting Systems, Avaya Telephony, NICE NTR-X and Trading Voice.
Additionally, we support the Banks Compliance Recording solution to ensure the interactions and communication of the regulated userbase is recorded and archived successfully. The team has regular engagement with with Control functions vis-a-vis Audit, Legal, Compliance, Anti-Financial Crime Investigation Group. In support of the compliance capture platforms the team provides SME capabilities for the maintenance, stability and enhancements of the platform.
The successful candidate will provide compliance capture expertise focused on the platforms used within Trading and Regulatory SRE.


About Deutsche Bank
Deutsche Bank AG is a global banking and financial services company with its headquarters in Frankfurt, Germany. It employs more than 80,000 people in over 70 countries, and has a large presence in Europe, the Americas, Asia-Pacific and the emerging markets.



What we'll offer you
As part of our flexible scheme, here are just some of the benefits that youll enjoy

Best in class leave policy

Gender neutral parental leaves

100% reimbursement under childcare assistance benefit (gender neutral)

Sponsorship for Industry relevant certifications and education

Employee Assistance Program for you and your family members

Comprehensive Hospitalization Insurance for you and your dependents

Accident and Term life Insurance

Complementary Health screening for 35 yrs. and above

Your key responsibilities

Act as technical escalation point for global Voice Recording service, managing and troubleshooting highly complex technical issues

Implementation technical solutions and configuration of applications in different environments, subject to stakeholder / business demand

Work with diverse stakeholders to identify requirements and design, document and implement the solutions to a published standard

Develop the global Voice Recording platforms with integration to a wide range of Voice applications eg Avaya IPT, IPC Unigy and Microsoft Teams

Train and mentor peers and junior team members

Perform application upgrades and drive projects, demonstrating ownership within the compliance capture space

Work closely with the application OEMs and escalate critical issues and software / application bugs

Collaborate with Product Management to deliver technical solutions, audit evidence etc.

Other responsibilities include the below:-

Ownership of Major Incidents, driving through to resolution

Perform Problem Management and provide RCA to internal / business stakeholders

ITIL Service Operations processes Change Management, Knowledge Management, Access Management etc.

Responding to requests for information from key internal functions relating to the security and regulatory compliance

Partnering with Engineering and level 2 teams to ensure stability and that services are maintained, product

documentation and KOPs are updated regularly

Identification of and delivery of cost saving / automation opportunities

Custom reporting based on business demand

Process Improvement / reviews

Your skills and experience
Bachelor's degree, with a technical major, such as engineering or computer science preferred

Minimum 8-10 years' experience in a similar role

Expert Knowledge on Voice Recording Applications - NICE NTR 6.x, NTR-X (on-prem, Cloud-based SaaS services)

Significant working knowledge of Avaya Enterprise Voice solutions, IPC Trading Voice and Microsoft Teams solutions

K nowledge of Skype for Business or other Unified Communications, Audio and Video Conferencing Solutions (Microsoft,

Cisco) and their integration with the core telephony network.

Knowledge and Experience with NICE Voice Recording platform or other Voice Recording technologies and their

integration with Avaya Application Enablement Services or other IPT technologies

Experience working in operations, engineering, IT Run the Bank and/or support domains

Understanding of regulatory requirements as they impact the use of real time communications in the financial

services industry

Experience working with and supporting Event Management using Monitoring tools e.g. Nectar, Geneos, Splunk

Experience in working on compliance/ risk management / audit subjects

Experience with distributed / multi-locations teams

Familiar with Agile Team management tools (JIRA, Confluence)

Ability to manage customer relationships, their expectations and to understand requirements of the business to ensure they are translated into technical delivery Strong in communicating & collaborating with all stakeholders (business & IT)

Planning / Organizing:Able to manage workload but be flexible to changing priorities and be able to react to urgent deliverables

Flexibility:The role covers a wide set of disciplines and requires the candidate to be adaptable with a wide set of skills across the complete life_cycle of technology delivery

Problem solving:Ability to manage unexpected events; control and deal with them quickly and efficiently. When confronted with a problem, you will need to collect information, analyze the situation, point out solutions and apply them in a reasonable time

Education/Certification:

Educated to bachelors degree level or above (or overseas equivalent)

Candidate will be:

A creative technologist passionate about transforming technologies and providing market leading End User experience

Logical, innovative, and articulate and able to work directly with technical and non-technical stakeholders

Experienced in commercial enterprise grade software and platform delivery

Organized and driven to continuously improve the platform and themselves

Diligent, methodical and willing to challenge status quo

How we'll support you

Training and development to help you excel in your career

Coaching and support from experts in your team

A culture of continuous learning to aid progression

A range of flexible benefits that you can tailor to suit your needs