Group Technology & Operations – Service Operations 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.
Group Technology Operations overview
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.
Position Overview
The Service Operations Specialist is responsible for providing specialist leadership to one or more Operations Support teams. The Service Operations Specialist has specialist expertise in one or more technical domains and ensures that all associated Service Operations stakeholders are provided with an optimum level of service in line with Service Level Agreements (SLAs) / Operating Level Agreements (OLAs).
Responsibilities
• Ensures Service Operations team provides optimum service level to the business lines that it is supporting.
• Take overall responsibility for the resolution of incidents and problems within the team. Oversee the resolution of complex incidents. Ensure that Analysts apply the right problem solving techniques and processes.
• Assists in managing business stakeholder relationships.
• Assists in defining and managing OLAs with GT stakeholders.
• Ensures the team understands OLAs and resources appropriately and are aligned to business SLAs.
• Ensure relevant Client Service teams are informed of progress on incidents, where necessary.
• Ensure that defined GT Production Management service operations and support processes are adhered to by the team. Make improvement recommendations where appropriate.
• Prepare for and, if requested, manage steam review meetings. Make suggestions for continual service improvement.
• Manages escalations by working with Client Services and other Service Operations Specialists and relevant GT functions to accurately resolve escalated issues quickly.
• Observes areas requiring monitoring, reporting and improvement.
• Identify required metrics and ensure they are established, monitored and improved where appropriate.
• Continuously seeks to improve team performance.
• Participates in team training events, where appropriate.
• Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution.
• Mentors and coaches Production Management Analysts within the team by providing provide career development and counselling, as needed.
• Assists Production Management Analysts in setting performance targets; and manages performance against them.
• Identifies team bottlenecks (obstacles) and takes appropriate actions to eliminate them.
• APAC direct escalation point for the applications supported within Application Operations
• Ensure vendor service delivery fully driven by documented knowledge articles
• Build strong relationship with Application Services and other GTP functions
• Consistently mitigating operational risks
• Production change controlling and implement right level of Operational Acceptance Testing framework for the supported application to help improving the quality of change
• Act as SME or escalation point to participate S2 above incidents investigation during APAC timezone to ensure incidents are resolved as quickly as possible and business impact is minimized.
• Participate on all problem calls when no conflict and follow up for remediation to ensure production stability risks are mitigated by agreed time
Requirements
• Service Operations specialist experience within a global operations context
• Extensive experience of supporting complex application and infrastructure domains
• Experience managing and mentoring Service Operations teams
• Broad ITIL / best practice service context within a real time distributed environment
• Experience managing relationships across multiple disciplines and time zones
• Minimal 5 years experience working on Trade Lifecycle domain or eSpear application
• Minimal 5 years experience on Unix and Oracle platform
• Minimal 5 years experience managing operation teams
• Candidate with Application monitoring mechanism design and implementation is preferred
• Candidate with operational risk mitigation is preferred
• Candidate with Application development experience is preferred
• Candidate with experience leading major incident or problem investigation under high pressure and short time window is preferred
• Bachelor Degree from an accredited college or university with a concentration in Computer Science or IT-related discipline (or equivalent work experience or diploma) • ITIL Foundation Certificate
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