Service Management Analyst

TDI PB (Private Bank) Production Stability, provides 2nd Level Application Support for business applications used in branches, by mobile sales or via internet. The department is responsible for the stability of the applications. Incident Management and Problem Management are the main processes that account for the required stability. In-depth application knowledge and understanding of the business processes that the applications support are our main assets.

The Production Specialist works as a member of the IT department and provides second level production services and end level technologies to different clients and business lines across Deutsche Bank. They work as the point of contact and the escalation point for members of the business and ensure effective restoration of product services by taking control of and managing each incident. In this role, they will interact directly with several different populations. The Production Specialist will liaise directly with IT Application Owners and CIO, IT infrastructure groups, Operations, and key business stakeholders.

The role is to support applications in the Banking domain:

The primary application to support is Spar Support (SAP DM) - Savings Accounts management.

The main tasks of the Production Specialist are monitoring and tracking activities, incident management: analyzing issues, problem management: supporting the resolution of issues and conflicts and Service Request management: supporting user queries and preparing reports; has in-depth knowledge of the batches. The Production Specialist has knowledge and experience of all relevant tools used in the Service Management environment.

The Production Specialist is also responsible for providing specialist guidance to one or more Operations Support teams. The Production Specialist 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

• Ensures that the Service Operations team provides optimum service level to the business lines it supports.
• Takes overall responsibility for the resolution of incidents and problems within the team. Oversees the resolution of complex incidents. Ensure that Analysts apply the right problem-solving techniques and processes.
• Assists in managing business stakeholder relationships.
• Assists in defining and managing OLAs with relevant stakeholders.
• Ensures that the team understands OLAs and resources appropriately and are aligned to business SLAs.
• Ensures relevant Client Service teams are informed of progress on incidents, where necessary.
• Ensures that defined divisional Production Management service operations and support processes are adhered to by the team. Make improvement recommendations where appropriate.
• Prepares for and, if requested, manages stream review meetings. Makes suggestions for continual service improvement.
• Manages escalations by working with Client Services and other Service Operations Specialists and relevant functions to accurately resolve escalated issues quickly.
• Observes areas requiring monitoring, reporting and improvement.
• Identifies required metrics and ensure they are established, monitored and improved where appropriate.
• Continuously seeks to improve self & team performance.
• Participates in team training events, where appropriate.
• Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution.
• Identifies team bottlenecks (obstacles) and takes appropriate actions to eliminate them.
• Evaluation of new products including prototyping and recommending new products including automation
• Specify/select tools to enhance operational support.
• Champion activities and establishes best practices in specialist area, working to implement best of breed test practices and processes in area of profession.
• Defines and implements best practices, solutions and standards related to their area of expertise
• Builds captures and manages the transfers of knowledge across the Service Operations organization
• Fulfil Service Requests addressed to L2 Support
• Communicate with Service Desk function, other L2 and L3 units

Area specific tasks / responsibilities:

• Handling Incident- /Problem Management und Service Request Fulfilment
• Analyze Incidents, which are addressed from 1st Level Support
• Analyze occurred errors out of the batch processing and interfaces of related systems
• Resolution or Workaround determination and implementation
• Supporting the resolution of high impact incidents on our services, including attendance at incident bridge calls
• Escalate incident tickets and working with members of the team and Developers
• Handling Service Request eg. Reports for Business and Projects
• Providing resolution for open problems, or ensuring that the appropriate parties have been tasked with doing so
• Supporting the handover from new Projects / Applications into Production Services with Service Transition before Go Life Phase
• Supporting Oncall-Support activities

Your Skills & Experience

• Service Operations experience within a global operations context
• Extensive experience of supporting complex application and infrastructure domains
• Experience managing and mentoring Service Operations teams
• Broad ITIL/best practice service context within a real time distributed environment
• Experience managing relationships across multiple disciplines and time zones
• Ability to converse clearly with internal and external staff via telephone and written communication
• Good knowledge on interface technologies and communication protocols
• Be willing to work in DE business hours
• Clear and concise documentation in general and especially a proper documentation of the current status of incidents, problems and service requests in the Service Management tool
• Thorough and precise work style with a focus on high quality
• Distinct service orientation
• High degree of self-initiative

Skill-profile/Experience

• 6 or more years of experience of working in L2 Production Support areas
• Knowledge in SAP functional modules (DM or Finance) possibly with support experiences
• SAP-BP, -BA, -BW, SAP CRM, SAP-ERP, Oracle, Unix and UC4 knowledge would be an added advantage
• Knowledge in SAP Basis activities
• Knowledge in batch processing within SAP Systems
• Knowledge in Post Processing Offices within SAP Systems
• Knowledge to run queries or create reports within SAP Systems
• ABAP programming know how
• Experience in Oncall-Support activities
• Extensive analytical and process related thinking combined with creativity, independence and assertiveness, to design procedures.
• Organizational Skills (Project experience, independent working)
• Communication Skills (good verbal and written communication)
• ITIL Know How

Education/Certification

• Bachelors 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 (preferred but not mandatory)
• Good knowledge on interface technologies and communication protocols
• Good knowledge in SAP module Business Partner (preferred but not mandatory)
• Very strong English written & verbal skills required
• Good language skills in German required (preferred but not mandatory)

Key Technical Competencies: Proficiency Level (1 to 5)

• Quality Management: P3 Experienced
• Client Services: P3 Experienced
• Process Development & Management: P3 Experienced
• Industry Knowledge: P3 Experienced
• Innovation: P3 Experienced
• Managing Complexity: P3 Experienced
• Product Knowledge (internal & external): P3 Experienced