Job Description

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Job Title: Technology Service Analyst End User Computing

Location: Pune

Role Description

You will be part of a global team running a \xe2\x80\x98follow the sun\xe2\x80\x99 support model, and cover not only the core Windows Operating system, but also key infrastructure support such as VMWare and Citrix. A strong understanding of how to troubleshoot and resolve Level 2/3 incidents in the virtual desktop environment is required for this role. Additionally, investigation is performed by remotely assisting end users across all global regions with their virtual machine issues using standard remote tool sets.

What we\xe2\x80\x99ll offer you

As part of our flexible scheme, here are just some of the benefits that you\xe2\x80\x99ll 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

• High level of accountability
• Driving knowledge improvement and correct call assignment between incident resolver groups
• Supporting team in communication with other technology resolver groups who support associated infrastructure related to the platforms (Hosting Support, Citrix Support, Firewall Support, Network Operations, DNS Admin, Global Wintel, Windows Platform Engineering)
• Work with 1st Level Tier 1 and 2 support teams to improve resolution rates of incident related issues before reaching 2nd Level team.
• Act as production owner for the Desktop OS including driving the platform service improvement plan and knowledge creation, approving changes progressing through the engineering and production release gates process, and user communication.
• Additional assignments as workload changes.

Your skills and experience

• 3+ years working in the technologies used to deliver the Desktop OS, Remote Desktop, Remote Access, Thin Client and Terminal Server platforms, including Windows Desktop, software distribution and patching technologies, VMware, Citrix XenApp and Xen Desktop technologies, and Printing
• Good understanding of incident and problem management workflow processes and good understanding of monitoring concepts and technologies
• Understanding and experience of working with SCCM (MS config manager)
• Excellent communication skills to cater to internal Deutsche Bank clients, Global Technology engineering and incident resolver groups, and external vendor service teams.
• Experience working with remote teams and external outsourced vendor service delivery.

Skills That Will Help You Excel

• Ability to troubleshoot complex network and application issues at a platform level.
• Ability to rapidly learn new technologies. Strive to continuously increase knowledge and analytical skills to support more involved and complex tasks.
• Excellent communication skills to cater to internal DB clients, Global Technology engineering and incident resolver groups, and external vendor service teams.
• Solid understanding of incident and problem management workflow processes and good understanding of monitoring concepts and technologies
• Understanding and experience of working with SCCM (MS config manager)
• Troubleshooting Infrastructure and Client components of SCCM

Expectations

It is the Bank\xe2\x80\x99s expectation that employees hired into this role will work in the office in accordance with the Bank\xe2\x80\x99s hybrid working model.

How we\xe2\x80\x99ll 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 \xe2\x80\x93 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.

Visit to discover more about the culture of Deutsche Bank including Diversity, Equity & Inclusion, Leadership, Learning, Future of Work and more besides.

Deutsche Bank