Job Description

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Job Title- Production Support Lead

Location- Pune

Role Description

L2 Technical Application Support

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

• 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.

Your skills and experience

• 9+ 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'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 / 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.

TECHNICAL COMPETENCIES

• Experience using operating systems such as UNIX, Linux and Wintel from the command line interface. Knowledge of commands need to navigate, troubleshoot issues and provide status of these systems.

Preferred: Familiarity with coding language such as JAVA and .Net or Perl/Shell scripting.

Preferred: Experience with Java hosting environments.

• Ability to write SQL to extract and patch data in Oracle databases as well as monitor database health and performance.
• Experience of monitoring and scheduling tools such as Geneos, Netcool, Tivoli, Control-M and Autosys and Ansible.
• Experience and hands-on on IBM FileNet, CMOD, Datacap, WAS etc.
• Experience on RPA platforms like Blueprism/Automation Anywhere
• Experience in Devops/SRE.
• Knowledge and development experience in Ansible automation.
• Experience in shell scripting, python.
• Familiar with Prometheus monitoring.
• Knowledge and experience on Google Cloud.

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:

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.