Production Support Engineer, AVP

Job Title: Production Support Engineer

Corporate Title: Assistant Vice President

Location: Pune, India

Role Description

 You will be operating within Corporate Bank Production as a Production Support Engineer in the Client access and services subdivisions. You will be accountable to drive a culture of proactive continual improvement into the Production environment through application, user request support, troubleshooting and resolving the errors in production environment. Automation of manual work, monitoring improvements and platform hygiene. Supporting the resolution of issues and conflicts and preparing reports and meetings. Candidate should have experience in all relevant tools used in the Service Management environment and have specialist expertise in one or more technical domains and ensures that all associated Service Management stakeholders are provided with an optimum level of service in line with Service Level Agreements (SLAs) / Operating Level Agreements (OLAs).

• Ensure all the business queries are handled on priority within agreed SLA to ensure application stability.

• Ability to support the incident management, problem management adhering to ITIL and DB standard process.

• Embrace a Continuous Service Improvement approach to resolve IT issues, drive efficiencies and remove repetition to streamline support activities, reduce risk, and improve system availability.

• Responsible for day-to-day engineering support delivery task, using data and analytics, drive a reduction in technical debt across the production environment with development and infrastructure teams.
• Act as a Production Engineering role model to enhance the technical capability of the Production Support teams to create a future operating model embedded with engineering culture.

What we’ll offer you

As part of our flexible scheme, here are just some of the benefits that you’ll 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

•  Lead by example to drive a culture of proactive continual improvement into the Production environment through automation of manual work, monitoring improvements and platform hygiene.
• Carry out technical analysis of the Production platform to identify and remediate performance and resiliency issues.

• Engage in the Software Development Lifecycle (SDLC) to enhance Production Standards and controls.

• Responsible to maintain all support documents.

• Participate in all BCP and component failure tests based on the support documents.

• Understand flow of data through the application infrastructure.

• Event monitoring and management via a 24x7 workbench that is both monitoring and regularly probing the service environment and acting on instruction of a support documents.

• Drive knowledge management across the supported applications and ensure full compliance.

• Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution.

Your skills and experience

• Recent experience of applying technical solutions to improve the stability of production environments.
• Working experience on below technologies:
• Operating systems (Linux) and the underlying infrastructure environments
• Strong understanding of global payment standards, with in-depth knowledge of SWIFT MT formats (e.g., MT101, MT103, MT900, MT910, MT940, MT942) and ISO 20022 MX messaging standards (pacs, pain, and camt schemas).
• Solid familiarity with database architectures (e.g., Oracle, BigQuery, SQL) and proven capability in performing real-time transactional and database performance correlation during incident triage.
• Proven hands-on experience in configuring and deploying enterprise monitoring solutions using ITRS Geneos, coupled with advanced proficiency in Splunk dashboard creation and log analysis.
• Proven ability to support and troubleshoot messaging middleware and distributed event platforms, specifically IBM MQ and Apache Kafka.
• Proficient in Unix diagnostics (log parsing, system checks) and Oracle PL/SQL query execution for real-time transaction tracking and back-end support.
• Familiarity with Java application architectures and cloud-native solutions to assist in reading error traces, analyzing application logs, and support cloud-hosted environments.
• Prior experience with workload automation tools like Control-M and application performance monitoring (APM) platforms such as New Relic is highly advantageous.
• Good understanding of ITIL Service Management framework such as Incident, Problem, and Change processes.
• Ability to self-manage a book of work and ensure clear transparency on progress with clear, timely, communication of issues.
• Excellent troubleshooting and problem-solving skills.
• Excellent communication skills, both written and verbal, with attention to detail.
• Ability to work in virtual teams and in matrix structures.

Experience | Exposure (Recommended)

• Service Operations experience within a global operations context.
• 12+  yrs. experience in IT in large corporate environments, specifically in the area of controlled production environments or in Financial Services Technology in a client-facing function.
• Global Transaction Banking Experience is a plus.
• Experience of end-to-end Level 2,3,4 management and good overview of Production/Operations Management overall
• Experience of run-book execution
• Experience of supporting complex application and infrastructure domains IITIL / best practice service context
• Good analytical and problem-solving skills
• Ability to work in virtual teams and in matrix structures.
• Working knowledge of incident tracking tools (i.e., Remedy, Heat etc.)

Education | Certification (Recommended)

• 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)
• ITIL Foundation Certificate  

Proven ability to leverage AI tools to enhance productivity, optimise workflows to solve business problems, while applying critical judgment to ensure responsible and ethical use of data and AI outputs.

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.

About us and our teams

Please visit our company website for further information:

https://www.db.com/company/company.html

We strive for a culture in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively.

Together we share and celebrate the successes of our people. Together we are Deutsche Bank Group.

We welcome applications from all people and promote a positive, fair and inclusive work environment.