Group Technology & Operations – Service Desk Specialist – AVP recruitment
About Deutsche Bank
A Passion to Perform. It’s what drives us. More than a claim, this describes the way we do business. We’re committed to being the best financial services provider in the world, balancing passion with precision to deliver superior solutions for our clients. This is made possible by our people: agile minds, able to see beyond the obvious and act effectively in an ever-changing global business landscape. As you’ll discover, our culture supports this. Diverse, international and shaped by a variety of different perspectives, we’re driven by a shared sense of purpose. At every level agile thinking is nurtured. And at every level agile minds are rewarded with competitive pay, support and opportunities to excel.
About Group Technology and Operations
The strength of technology and operations is present in everything we achieve. Delivering tailored information technology and seamless transaction solutions is essential to Deutsche Bank’s global resilience. Pioneering technologies and reengineering processes, we combine exceptional levels of innovation with world-class client service. Our division designs and develops the systems, software and solutions that make millisecond transaction times cost-effective and reliable. Every second, we face the technological and logistical challenges implicit in growth, market change and constant competition.
Active in over 50 countries and employing around a fifth of our total staff, Group Technology Operations enfolds three crucial business areas. Technology is responsible for the development, implementation and maintenance of leading-edge software applications. They create the core systems that process trades, assess risk and deliver data. Operations encompasses the people and processes that back up global deal-making. Every day, they make sure that billions of trades are settled, risk is minimized and clients are satisfied. Infrastructure provides global data centers, networks and services that are reliable, cost effective and scalable across all divisions. GTO is a known catalyst for change within our global Bank. We pride ourselves in our creativity, courage, adaptability and strategic vision. Maybe that’s why our unique processes have been recognized by a number of industry awards. Our primary task is to make the Bank efficient and responsive today, while building the foundation to meet the demands of tomorrow.
Position overview:
The Service Desk Specialist supports the Principal Technology Manager by driving Service Desk Management in the provision of a single point of presence for all IT customers to report incidents and forward requests for service. The Service Desk Specialist will ensure all customer support processes and interfaces are current and add value at all times. The Service Desk Specialist will operationally deliver an interface to the
customer and will coordinate the incident management process and operations to restore production service as soon as possible.
Team overview:
The Rates Credit IT Production Team currently provide an end-to-end support service for Fixed Income and Credit Derivatives application users. The global user base is predominately Front Office (i.e. traders), although we do have a small number of Middle and Back Office users, too. A follow-the-Sun model is followed, with on-shore teams based in London, New York, Sydney, Tokyo and Singapore for our users directly and as the escalation point for our off-shored SL1 teams.
Job responsbilities:
- Provide operational service desk support including:
- Receive all calls, emails and web enquiries on incident (including Request for service)
- Conduct Incident recording (Includes Request for Service )
- Conduct Incident Classification and prioritization
- Provide first line Incident and request fulfillment service
- Manage escalations
- Support communications activities – Notifications
- Provide Customer Management for the duration of their event
- Generate and support reporting to Management, Process Managers and customers through service level management (SLM) on Service Desk performance.
- Highlight to Incident Management any hotspots, trends or impending issues that could lead to a further reduction in incidents.
- Use and provide ongoing validation of recorded Knowledge articles to further reduce the impact of incidents to the customer.
- Ensure completeness and usability of all working instructions for the Incident Managers and Incident Management Support team and ensures continuous updates by:
- Identifying adequate KPI(s)
- Delivering adequate KPI(s) for Performance Reporting
- Regularly reviewing KPI definition and requirements
- Ensuring outputs have value and drives service availability improvement
- Highlights and alerts Service Management to areas of weakness in technology delivery through reporting and knowledge support.
Candidate requirements:
- Significant experience in IT in large corporate environments, particularly in IT application support
- Significant experience in Service Support Business (Banking IT preferred)
- Experience in a Specialist Client Services function
- Financial / Technology industry or Trade experience
- Capability to interact successfully in a global, multi-vendor, multi-cultural environment
- High level of customer awareness and commercial focus
- Clear and concise communicator
- Ability to obtain results through influence
- Experience in troubleshooting complex technical issues
- Support experience of Electronic Trading applications
- UNIX Wintel skills
- Database skills (ORACLE / Sybase SQL)
- Understanding of Network / Firewalls
- Experience using Microsoft Office applications, particularly Excel
- Confident in dealing with Front Office, other business functions (Middle Office, Back Office, Finance) and senior IT management
- Bachelor Degree from an accredited college or university with a concentration in IT or
- Computer Science related discipline (or equivalent work experience or diploma)
- ITIL V3 Certification
- Incident Management / Service Desk Practitioner
Deutsche Bank is an equal opportunity employer who seeks to recruit and appoint the best available person for a job regardless of marital status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, color, sexual orientation or disability.
See more at db.com/careers