Job Description

Technology Service Analyst Position Overview Job Title- Associate Location- Pune Role Description Provide application support by handling and consulting on BAU, Incidents/emails/alerts for the respective applications. l Act as an escalation point for user issues and requests and from Level 1/L2 support. Report issues to senior management. l Gain detailed knowledge of all business flows, the application architecture and the hardware configuration for supported applications. l Define, document and maintain procedures, SLAs and knowledge base to support the platforms to ensure consistent service levels are achieved across the global support team. l Build and maintain effective and productive relationships with the stakeholders in business, development, infrastructure and third party systems / data providers. l Manage incidents through to resolution, keeping all stakeholders abreast of the situation and working to minimize impact wherever possible. l Conduct post-mortems of incidents and drive relevant feedback into Incident, Problem and Change management programs. l Facilitate coordination across L1/L2 and L3/Engineering teams to investigate and resolve an ongoing infrastructure/platform or application issue impacting multiple business lines. l Drive the development and implementation of the tools and best practices needed to provide effective support. l l Collaborate and deliver on initiatives and install these initiatives to drive stability in the environment. Assist in the process to approve all new releases and production configuration changes ensure development includes all necessary documentation for each change and conduct post-release testing where required. l Perform reviews of all open production items with the development team and push for updates and resolutions to outstanding tasks and reoccurring issues. l Regularly review and analyze service requests and issues that are raised seek to improve the process and remove reoccurring tasks where possible. l l Perform reviews of existing monitoring for the platform and make improvements where possible. APAC - The candidate will 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) to support follow the sun model. In the event of major outages or issues we may ask for flexibility to help provide appropriate cover. l Weekend coverage needs to be provided on rotational/need basis, comp days can be provided for those performing weekend work 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 application support by handling and consulting on BAU, Incidents/emails/alerts for the respective applications. l Act as an escalation point for user issues and requests and from Level 1/L2 support. Report issues to senior management. l Gain detailed knowledge of all business flows, the application architecture and the hardware configuration for supported applications. l Define, document and maintain procedures, SLAs and knowledge base to support the platforms to ensure consistent service levels are achieved across the global support team. l Build and maintain effective and productive relationships with the stakeholders in business, development, infrastructure and third party systems / data providers. l Manage incidents through to resolution, keeping all stakeholders abreast of the situation and working to minimize impact wherever possible. l Conduct post-mortems of incidents and drive relevant feedback into Incident, Problem and Change management programs. l Facilitate coordination across L1/L2 and L3/Engineering teams to investigate and resolve an ongoing infrastructure/platform or application issue impacting multiple business lines. l Drive the development and implementation of the tools and best practices needed to provide effective support. l l Collaborate and deliver on initiatives and install these initiatives to drive stability in the environment. Assist in the process to approve all new releases and production configuration changes ensure development includes all necessary documentation for each change and conduct post-release testing where required. l Perform reviews of all open production items with the development team and push for updates and resolutions to outstanding tasks and reoccurring issues. l Regularly review and analyze service requests and issues that are raised seek to improve the process and remove reoccurring tasks where possible. l l Perform reviews of existing monitoring for the platform and make improvements where possible. APAC - The candidate will 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) to support follow the sun model. In the event of major outages or issues we may ask for flexibility to help provide appropriate cover. l Weekend coverage needs to be provided on rotational/need basis, comp days can be provided for those performing weekend work Your skills and experience Preferred: Prior experience working in Authentication & Authorization (A&A) and Identity and Access management ( IDAM ) domain l Good analytical and problem solving skills. Good written and oral communication skills, including the ability to communicate technical information to a non-technical audience and with executive levels. l l Understanding of ITIL / best practices for supporting a production environment l Preferred: ITIL v3 foundation certification. Understanding of how to get things done in large organizations, where to use processes and how to build and operate a network. l Ability to work across countries, regions and time zones with a broad range of cultures and technical capability. Skills: Authentication and Authorization ( A&A ) and Identity and Access management ( IDAM ) domain knowledge l l Proven experience/knowledge of SSO ( single sign on ) technologies Preferred - Experience supporting Access/Authentication Manager products, preferably Redhat Keycloak,Forgerock , VASCO VACMAN controller, VASCO IDENTIKEY Authentication Server (IAS) or RSA Access manager. l l Experience in implementing SSO using OAuth and OpenIdConnect Proven working experience of Enterprise Web/J2EE environment, Web/application/data layer using WebLogic,Tomcat, JBoss, Apache Server 2.x, IIS l Good technical skills on Federated Identity management/SSO using SAML protocol and good experience in implementing Single Sign on using Federated identity solution l Technical proficiency navigating UNIX servers, running basic UNIX commands and writing / debugging shell scripts. l Familiar with job scheduling tools: Cron and experience with application monitoring tools, such as Geneos l l Knowledge of web services ( SOAP based and RESTful Web services ) 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 diversity and inclusion at Deutsche Bank.

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