Production Support Specialist - AVP

Job Description:

Details of the Division and Team:

You will work within Corporate Bank Production as a Production Support Specialist / Service Operations Specialist in the Payments domain.

The Payments Production domain is part of Cash Management within Deutsche Bank’s Corporate Bank division. It supports mission-critical payment processing and foreign exchange platforms across multiple business lines, including high-value, low-value, bulk, instant and cheque payments. The team provides 24x7 support and follows a ‘follow-the-sun’ model to deliver timely, high-quality service to clients.

At Assistant Vice President level, you will provide technical and operational coordination across the Payments Production function, coordinate internal and vendor teams, influence senior stakeholders, and remain accountable for service stability, operational risk and continual improvement across the supported portfolio.

Our objective in Corporate Bank Production is to continuously make production better, ensuring a reliable end-to-end experience for corporate clients who conduct their daily cash management business through various access channels. We embed an engineering culture in our daily activities, using automation, observability and disciplined change controls to reduce incidents, accelerate resolution and safeguard the production environment across all Corporate Bank domains.

You will be accountable for embedding a culture of proactive, continual improvement in the production environment. This includes application and user-request support, troubleshooting and resolving production errors, automating manual work, improving monitoring and maintaining platform hygiene. You will support issue and conflict resolution and prepare reports and meeting materials. The successful candidate should have experience with the relevant tools used in the Service Operations environment, specialist expertise in one or more technical domains, and the ability to provide all Service Operations stakeholders with an optimum level of service in line with Service Level Agreements (SLAs) and Operating Level Agreements (OLAs).

What we will offer you:

A healthy, engaged and well-supported workforce is better equipped to do their best work and, more importantly, enjoy their lives inside and outside the workplace. That’s why we are committed to providing an environment with your development and wellbeing at its center.

You can expect:

• Competitive salary with superannuation paid over and above fixed pay
• 4 weeks annual leave, plus one week wellbeing leave* (*subject to eligibility criteria)
• Salary packaging for car parking, motor vehicles, taxis and superannuation
• Parental leave benefits including 26 weeks paid leave for primary carer and 16 weeks paid leave for non-primary carer and Childcare Assistance Payment
• A range of benefits including online employee discount program, annual flu vaccinations, discounted private health insurance, employee referral program
• Insurance cover for life, total disablement and salary continuance
• Matched giving and paid volunteer leave

Your key responsibilities:

• Partner with and influence global stakeholders across development, infrastructure and production to identify risks, define remediation solutions and manage change conflicts, building momentum to optimise processes and 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.
• Ensure all business queries are prioritised and handled within agreed SLAs to support application stability.
• Manage Service Level Objectives (SLOs) to achieve faster resolution, fewer incidents and improved production application stability.
• Support and drive incident and problem management in accordance with ITIL and Deutsche Bank standard processes.
• Be responsible for day-to-day engineering support delivery. Use data and analytics to drive a reduction in technical debt across the production environment in collaboration with development and infrastructure teams.
• Provide technical expertise to Production Support teams, strengthening engineering capability and helping shape a future operating model founded on automation, observability, resilience and continual improvement.
• Engage in the Software Development Lifecycle (SDLC) to enhance Production Standards and controls.
• Own and maintain support documentation, including runbooks, operating procedures, recovery instructions and knowledge articles, ensuring that content remains accurate, current and operationally usable.
• Plan and participate in business continuity, disaster recovery and component-failure testing, execute the relevant support procedures, document outcomes and ensure that identified gaps are tracked to closure.
• Understand flow of data through the application infrastructure.
• Perform event monitoring and management through a 24x7 workbench that monitors and regularly probes the service environment and acts in accordance with support documentation.
• 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.
• Manage the vendor team, including rota planning and day-to-day activities.
• Establish a governance model to track team performance.
• Be accountable for end-to-end change reviews for instant payment flows.

Your skills and experience:

• Minimum 8+ years’ experience in IT in large corporate environments, specifically in controlled production environments or in Financial Services Technology in a client-facing function.
• Extensive experience in production application support and ITIL practices, including recent experience applying technical solutions to improve the stability of production environments.
• Working experience on UNIX/Linux, Solaris, Java J2EE, Python, PowerShell scripts, Bash, Ansible, tools for automation (RPA, Workload, Batch)
• Deep understanding of application support and/or development and complex IT infrastructure, including UNIX, databases, middleware, cloud and MQ.
• Strong knowledge of databases, including Oracle and Microsoft SQL Server, with practical experience writing SQL scripts and queries.
• Exposure to Kafka, Kubernetes and microservices is an added advantage.
• Experience with application performance monitoring tools, including Geneos, Splunk, Grafana and New Relic, and scheduling tools such as Control-M.
• 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.
• Service Operations experience within a global operations context.
• Global Transaction Banking Experience is a plus.
• Experience of run-book execution
• Experience of supporting complex application and infrastructure domains
• Working knowledge of incident tracking tools (i.e., Remedy, Heat etc.)
• Proven ability to leverage AI tools to enhance productivity, optimise workflows and solve business problems, while applying critical judgement to ensure the responsible and ethical use of data and AI outputs.

Nice to have:

• Cloud services: GCP
• Experience with automation solutions (Ansible, Jenkins/Groovy, Python, Java)
• Exposure to payment-domain fundamentals and SWIFT message types.
• DevOps & CI/Agile oriented

Skills That Will Help You Excel

• Self-motivated with excellent interpersonal, presentation, and communication skills. Able to think strategically with strong analytical and problem-solving skills.
• Able to handle multiple demands and priorities simultaneously, work under pressure, in an organized manner and with teams across multiple locations and time-zones.
• Able to connect, manage and influence people from different backgrounds and cultures.
• A strong team player being part of a global team, communicating, managing, and cooperating closely on a global level while being able to take ownership and deliver independently.

How we’ll support you:       

• Hybrid working
• Flexible working to assist you balance your personal priorities
• 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
• Training and development to help you excel in your career

About us and our teams:

Deutsche Bank is the leading German bank with strong European roots and a global network. click here to see what we do.

Deutsche Bank & Diversity

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.

If you are a trans or gender diverse applicant and require support or a confidential contact during the hiring process please email [email protected]