Technology Service Analyst

 

About The Role :: 

Job Title- Technology Service Analyst

Location- Pune, India


Role Description

As a member of Global Network Services (GNS) team, the Global Monitoring Center (GMC) Network Operations Shift Lead has the primary responsibility for supervising the shift engineers and providing guidance on escalated issues to the GMC Network engineers.

The GMC is level-1 network operations team and has the primary responsibility for managing and responding to Network, Hardware and circuit events which may result in impaired connectivity to Deutsche Bank clients and business.The position requires an in-depth understanding of how logical and physical connectivity issues can affect the reliability and quality of network traffic and in turn application and other infrastructure components.


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

The preferred candidate will possess all the following competencies:

Strong experience of leading a group of 4-5 engineers in a Global Network Operation Center (24x7)

Supervise the daily working of engineer on network incidents.

Direct and train, mentor the GMC level-1 engineers that troubleshoots and monitors Deutsche Banks Global Network

Use sound judgment in determining priorities and proper escalation based on criticality and impact of the incident.

Strong understanding of Deutsche Bank Network topology to be able to initiate investigation of issues that affect to maintain a reliable network connection to Deutsche Banks infrastructure.

Proactively monitor, recognize, analyze, isolate and/or resolve events and follow processes utilizing a variety of documented tools and techniques.

Ability to communicate effectively throughout the incident management process to ensure that all communications are timely and accurate, as per documented process.

Follow documented support procedures, managing each issue through resolution or turnover to maintain established service levels.

Track update and resolve all assigned incidents and changes in the incident management system, ensuring that documentation is thorough, accurate and meets a standard of high quality.

Properly escalate incidents in a timely manner per support guidelines and procedures

Liaise with L2/L3 support groups and/or development groups to collaborate on the resolution of incidents.

Maintain technical skills through participation in ongoing training.

Responsible for the internal and external communication of issues to management, other internal support groups, and the customers via email broadcasts or phone

The position is required to perform in shift operations duty 24x7x365.

Your skills and experience

Knowledge of SMARTs, Netcool or other fault monitoring toolsets

Knowledge of ServiceNow or other incident and change management tools.

Broad knowledge and background on TCP/IP, MPLS, WAN, and LAN technologies - Ethernet, Spanning Tree, TCP/IP,

Good working knowledge on Cisco IOS/operating systems and Cat OS, Nexus 5k/7k/9k & FEX, Arista switches

Sound understanding and working knowledge of Routing (RIP, EIGRP, OSPF, BGP)

Knowledge of data-center and wide-area-network routing/switching, tunneling, security operations/engineering, MPLS and Ethernet carrier transports, Wi-Fi

Experience with escalating faults to carriers and vendors.

At least 6 years of overall experience working as a Network Operations Engineer (at least 2 years as shift lead), or equivalent first or second level network support experience in a Global Support Environment.

Ability to work in 24 hrs. rotating shifts.

Excellent verbal/written communication, organizational skills, ability to prioritize constant changing workload to meet business demand.

Good interpersonal skills and ability to work as a high performing team.

Good understanding of ITIL and service management principals.Preferred:ITIL certification

Bachelor's degree or equivalent experience

Preferred:Cisco Certified Network Professional (CCNP) or higher

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