Technology Service Specialist, AVP

Job Title: Technology Service Specialist, AVP

Location: Pune, India

Role Description

• Provide superior Level 2 application support for the CyberArk application and component suite across full spectrum of ITIL processes adhering to the Teams Key Operating Procedures (KOP), with the main focus on the application stability.

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 superior Level 1/2 app support for the CyberArk application and component suite across full spectrum of ITIL processes adhering to teams Key Operating Procedures (KOP), main focus being on stability.
• Act as a leader, managing and developing local staff, interfacing with key local stakeholders and be involved in setting the direction of the local and wider global team
• Diligently monitor incoming support tickets, e-mails, calls and chats, taking great care in responses and owning all items till resolution.
• Key focus on Knowledge and Training ensuring new and helpful information is continually captured, documented, and communicated benefiting the entire team.
• Gain detailed knowledge of all supported applications business/operations process flows, and an applications architecture and hardware configuration.
• Ensure timely delivery of key data feeds within SLA’s.  Consistently achieve maximum availability (up time) for critical application functionality.
• Understand Incident impact and urgency, putting together and delivering prompt detailed communications to key stakeholders on resolution progress.
• Managing Incident troubleshooting through to resolution, setting up and leading conference calls and group chats, escalating promptly where required pulling in all essential personnel.
• Conduct post-mortems of Incidents and track preventative measures through to implementation, ensuring lessons learnt are documented and adhered to going forward.
• Review Change Requests and understand their wider impact, ensuring all mandatory information is present and testing has been performed, and that suitable back out plans are in place.
• Put in place new and enhance existing monitoring using monitoring tools to proactively detect and alert to application issues.
• Work with Program managers and Engineering teams to onboard application support for new applications, estimating support work load and rolling out support services.
• Lead regular reviews of all open production issues with Engineering and Program teams and push for updates and resolutions to outstanding tasks and reoccurring issues.
• Mentor and guide junior members and offshore (L1) team members to develop and improve their capabilities.
• Interface with and communicate to senior managers at their level, giving presentations on the work the team is carrying out
• Approach support with a proactive attitude, working to proactively improve the environment before issues occur.
• Weekend coverage needs to be considered on a Rota basis.

Your skills and experience

• 5+ years working experience in a financial institution providing IT support and dealing with business users, with further experience of leading small teams and rolling out new initiatives 
• Self-motivation and willingness to continual learn and improve both soft and technical skills
• Automation mindset, looking to continually reduce, automate, or eliminate all manual tasks and effort
• Getting things done in large organizations – understanding of where to use processes and how to build and operate a network. "Change Agent", ability to obtain results through influence.
• Work across countries, regions and time zones with a broad range of cultures and technical capability
• Good written and oral communication skills, including the ability to communicate technical information to a non-technical audience and with executive levels. Relationship management skills
• Experience working with virtual and global teams / Intercultural awareness
• Mentor and guide junior members and offshore (L1) team members to develop and improve their capabilities.
• Ability to manage ambiguity, risk, and changing direction of projects and strategies.
• A key requirement is a very strong technical background with proven in-depth CyberArk and Windows Server OS knowledge.
• 5 or more years working with CyberArk on prem EPV, CPM, AIM, PSM, PSMP, password automation, security policies, safe and accounts onboarding, BAU and troubleshooting.
• Must be hands on with technologies like UNIX (Linux/Solaris), Oracle SQL/ PL*SQL, with 5 or more years experience across multiple OS, Platform and Application versions. and will be required to login to the servers and perform troubleshooting issues.
• Good knowledge of at least several of DB’s core technologies: Windows, Microsoft Clustering, Active Directory, Citrix, VMware, DFS, VB, Windows based application installs, NetApp Filers, Oracle, Unix, Sybase, MSSQL, Networking, Truesight Bladelogic, LDAP, Kerberos, RSA.
• Experience of locking down access to servers, using Microsoft Group policies, scripts or any other methods.
• A good understanding of Microsoft Terminal Server.
• A good understanding of the following technologies: ArcSight, IBM TSM client and Backup technology, Symantec Enterprise Anti-Virus and HP Insight Manager Console
• Experience with using Python/Perl/Shell scripting, as well as ability to write SQL to extract data in Oracle/SQL Server databases.
• Exposure to security tools preferable – Splunk, Tanium, Guardicore, SIEM technologies and exposure to configuring Event management tools like Geneos (ITRS)
• Working knowledge of incident tracking tools (i.e. ServiceNow etc.)
• Working experience in Cloud based platforms
• Experience in IT in large corporate environments, specifically in the area of controlled production environments or in Financial Services Technology in a client-facing function
• Experience of end-to-end Level 2 production support and good overview of production support.
• Investment Banking Experience is preferable.
• Experience of run-book execution.
• Experience of supporting complex application and infrastructure domains
• IITIL / best practice service context
• Good analytical and problem-solving skills
• Ability to work in virtual teams and in matrix structures
• Small scale people management experience, and working with offshore vendor teams
• Bachelor Degree from an accredited college or university with a concentration in Computer Science  or IT-related discipline (or equivalent work experience or diploma)
• Desirable: CyberArk Defender PAM, CyberArk Sentry PAM certifications and Microsoft Certified Windows Server Hybrid Administrator Associate certification.
• ITIL Foundation Certificate

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.