Production Engineer Support

Job Title: Production Engineer Support, AVP

Location: Pune, India

Corporate Title: AVP

Role Description

• At the heart of Deutsche Bank's client franchise, is the Corporate Bank (CB), a market leader in Cash Management, Trade Finance & Lending, Securities Services and Trust & Agency services. Focusing on the Treasurers and Finance Departments of Corporate and Commercial clients and Financial Institutions across the Globe, our Universal Expertise and Global Network allow us to offer truly integrated and effective solutions.
•  You will be operating within Corporate Bank Production as a Production Support Engineer in the Client Access & Services subdivision. Client Access & Services serves the critical client facing applications categorized under Payment Initiation, Account Services and Client Centric Technology.
• Our objective at Corporate Bank Production is to consistently strive to make production better, which ensures promising End to End experience for our Corporate Clients running their daily Cash Management Business through various access channels. We also implement, encourage, and invest in building Engineering culture in our daily activities to achieve the wider objectives. Our strategy leads to attaining reduced number of issues, provide faster resolution on issues, and safeguard any changes being made on our production environment, across all domains at Corporate Bank.
• 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 Operations environment and have 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)

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.

• Ensure all the business queries are handled on priority within agreed SLA to ensure application stability.
• Support the resolution of incidents and problems. Assist with the resolution of complex incidents. Ensure that the right problem-solving techniques and processes are applied.
• Partner with, and influence, stakeholders globally from development, infrastructure and production on risk identification, remediation solutions, and managing change conflicts to build momentum in optimizing the processes, platforms across Production.
• 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.
• Develop a Continuous Service Improvement approach to resolve IT failings, drive efficiencies and remove repetition to streamline support activities, reduce risk, and improve system availability by understanding emerging trends and proactively addressing them.
• Carry out technical analysis of the Production platform to identify and remediate performance and resiliency issues.
• 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.
• Engage in the Software Development Lifecycle (SDLC) to enhance Production Standards and controls.
• Responsible for maintaining 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

• Highly experienced with Production Application Support and ITIL Practices with Recent experience of applying technical solutions to improve the stability of production environments.
• Deep understanding of application Support and/or Development and complex IT infrastructure, log analysis and debugging (UNIX, Database, Middleware, Cloud, MQ etc.)
• Strong knowledge of databases (Oracle/MSSQL etc.), including working experience of writing SQL scripts and queries
• Working experience on UNIX/Linux, Solaris, Java J2EE, Python, PowerShell scripts, Bash, Ansible, tools for automation (RPA, Workload, Batch)
• Experience in application performance monitoring tools – Geneos, Splunk, Grafana & New Relic, Scheduling Tools (Control-M).
•  
• Scribe/Splunk dashboard creation and monitoring.
• GENEOS setup and monitoring 
• Knowledge of microservices, APIs, CI/CD pipelines, and container platforms (OpenShift/Kubernetes).
• Experience in Google Cloud.
• Leadership and People Management experience
• Ability to self-manage a book of work and ensure clear transparency on progress with clear, timely, communication of issues and to drive discussions during high-severity incidents.
• 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.
• Service Operations experience within a global operations context.
• 12+ yrs. experience in IT in large corporate environments, specifically in controlled production environments or in Financial Services Technology in a client-facing function.
• Global Transaction Banking Experience is a plus.
• Experience of run-book execution.
• Experience of supporting complex application and infrastructure domains
• 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 

Business Competencies:

• Communication - Experienced
• Financial Management – Basic
• Industry Knowledge - Experienced
• Innovation - Experienced
• Managing Complexity - Experienced
• Product Knowledge (internal & external) - Basic
• Risk Management - Experienced
• Technical Competencies: Experienced
• Business Continuity/Disaster Recovery – Experienced
• Operational Management – Experienced

Nice to have

• Experience with automation solutions (Ansible, Jenkins/Groovy, Python, Java)
• DevOps & CI oriented

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.