Job Description

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Job Title: Support Analyst

Location : Bangalore

Role Description

We are part of the Cloud and Platform Technology group, responsible for providing application support (L2). Our team provides an end-to-end, follow the sun support service for application and platforms within Developer Tooling stream that includes SDLC tools and applications.

We also provides operations support for the overall SDLC Governance to ensures the consistent usage of SDLC Governance processes and tool, by supporting various application users, during the pre and post SDLC-G implementation for their changes

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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 child care assistance benefit (gender neutral)
• Flexible working arrangements
• 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 SDLC Governance support for projects within Deutsche Bank.
• Resolve application on-boarding and control verification requests .
• Resolve work requests submitted by end users on SDLC tools governance, controls and processes.
• Conduct generic and specific Training sessions and walkthroughs on SDLC governance and platform.
• Conduct release requirements walkthrough and enablement sessions to educate control owners and users.

• Provide SDLC Governance support for projects within Deutsche Bank.
• Resolve application on-boarding and control verification requests .
• Resolve work requests submitted by end users on SDLC tools governance, controls and processes.
• Conduct generic and specific Training sessions and walkthroughs on SDLC governance and platform.
• Conduct release requirements walkthrough and enablement sessions to educate control owners and users.
• Perform release testing and validation activities on SDLC Platform.
• Monitoring and reporting the compliance rate and other related metrics.
• Coordinating , educating and helping application teams to close the controls ontime.
• Verifying the evidence provided by application team on closed controls.
• Quality assurance - Release requirements gathering, Preparing Test cases, UAT, Regression, Defect management and Production validation Testing for SDLC governance release.
• Ensure all knowledge is documented and Knowledge articles are kept up to date.
• Approach support with a proactive attitude, working to improve the environment before issues occur.
• Weekend coverage may need to be provided on rotational basis.

Your Skills and experience

• 5+ years for an associate providing hands on IT support and interacting with application end users.

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

• Bachelor 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 / best practices for supporting a production environment
• 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.

• Working knowledge and experience in SDLC tools, proceses, SDLC Governance, controls and compliance.
• Experience in CI/CD, Devops tools and practices.
• Experience in technical/Operations support roles.
• Working experience in verification of the evidences of various SDLC controls.
• Experience in training and educating developers and end users on SDLC proceses, governance and controls.
• Strong understanding and working experience of Change, Release, Incident and problem management processes.
• Working experience in Service now features and release management processes

Education:

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

How we'll support you

• Training and development to help you excel in your career
• 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

About us and our teams

Please visit our company website for further information:

Our values define the working environment we strive to create - diverse, supportive and welcoming of different views. We embrace a culture reflecting a variety of perspectives, insights and backgrounds to drive innovation. We build talented and diverse teams to drive business results and encourage our people to develop to their full potential. Talk to us about flexible work arrangements and other initiatives we offer.

We promote good working relationships and encourage high standards of conduct and work performance. We welcome applications from talented people from all cultures, countries, races, genders, sexual orientations, disabilities, beliefs and generations and are committed to providing a working environment free from harassment, discrimination and retaliation.

Click to find out more about our diversity and inclusion policy and initiatives.