SAS ServiceOps Support Analyst

 About The Role ::  Job Title- Production Support AnalystLocation- Pune, IndiaRole Description

L2 Technical Application SupportWhat 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

Provide hands on technical support for a suite of applications/platforms within Deutsche Bank

Build up technical subject matter expertise on the applications/platforms being supported including business flows, the application architecture, and the hardware configuration.

Resolve service requests submitted by the application end users to the best of L2 ability and escalate any issues that cannot be resolved to L3.

Conduct real time monitoring to ensure application SLAs are achieved and maximum application availability (up time).

Assist in the process to approve all new releases and production configuration changes, keep stakeholders informed and conduct any release tasks assigned to support.

Manage incidents through to resolution keeping all stakeholders abreast of the situation and working to minimize impact wherever possible.

Conduct post-mortems of incidents and drive relevant feedback into Incident, Problem and Change management programs.

Build and maintain effective and productive relationships with the stakeholders in business, development, infrastructure, and third-party systems / data providers & vendors.

Ensure all knowledge is documented and that support runbooks and knowledge articles are kept up to date.

Approach support with a proactive attitude, working to improve the environment before issues occur.

The candidate may have to work in shifts as part of a rota covering APAC and EMEA hours between 06:30 IST and 10:30 PM IST (2 shifts)

Weekend coverage may need to be provided on rotational basis.

Your skills and experience

3 to 5 years providing hands on IT support and interacting with application end users.

Preferred: Experience in an investment bank, financial institution, or large corporation.

Bachelors degree from an accredited college or university with a concentration in Computer Science or IT-related discipline (or equivalent work experience or diploma).

Good analytical and problem-solving skills.

Exceptional written and oral communication skills, including the ability to communicate technical information to a non-technical audience and with executive levels.

Understanding of ITIL / SRE best practices for supporting a production environment

Preferred: Experience in Google Cloud

Understanding of how to get things done in large organizations, where to use processes and how to build and operate a network.

Ability to work across countries, regions, and time zones with a broad range of cultures and technical capability.

TECHNICAL COMPETENCIES

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.

Preferred: Familiarity with coding language such as JAVA and .Net or Perl/Shell scripting.Preferred: Experience with Java hosting environments like WebSphere, Tomcat etc.

Ability to write SQL to extract and patch data in Oracle databases as well as monitor database health and performance.

Experience of monitoring tools such as Geneos and New Relic.

Experience and hands-on on IBM FileNet, CMOD, Datacap, WAS etc. (preferred)

Experience on RPA platforms like Blueprism/Automation Anywhere/Power Platform (Preferred)

Experience in Devops/SRE.

Knowledge and development experience in Ansible automation.

Experience in shell scripting, python.

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