ServiceOps Support Analyst Job in Pune at Deutsche Bank Group

Deutsche Bank is hiring for the role of SAS ServiceOps Support Analyst!

Responsibilities of the Candidates:

• 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.

Requirements:

• Bachelor’s 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