SAS ServiceOps Support Analyst

Job Title- Production Support Analyst

Location- Pune, India

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

• 3 to 5 years 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 / SRE 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 like WebSphere, Tomcat etc.

• Ability to write SQL to extract and patch data in Oracle databases as well as monitor database health and performance.
• Experience of monitoring tools such as Geneos and New Relic.
• Experience and hands-on on IBM FileNet, CMOD, Datacap, WAS etc. (preferred)
• Experience on RPA platforms like Blueprism/Automation Anywhere/Power Platform (Preferred)
• Experience in Devops/SRE.
• Knowledge and development experience in Ansible automation.
• Experience in shell scripting, python.

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:

https://www.db.com/company/company.htm

We strive for a culture in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively.