Production Analyst - Application Support Specialist

Production Analyst, AS

Job Title: Production Analyst, AS

Location: Magarpatta, Pune, India

Role Description:

• This Technical Analyst position is integral to the TDI PB GY Services Operations department, which provides critical 2nd Level Application Support for essential business applications utilized in our branches. This role specifically focuses on ensuring the stability and reliability of the primary SKB application, NAR-165120-1, which manages sales events and sales data for downstream consumers.
• The stability of these applications is paramount to our Private Bank's operations, client service delivery, and data integrity.
• The Technical Analyst acts as a crucial hands-on technician within our Service Management environment.
• This role directly supports our functional teams by providing essential expertise and assistance, ensuring the effective delivery of services. Our main assets for achieving this stability are the in-depth application knowledge and profound understanding of the business processes that these applications underpin.

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:

The main tasks of the Technical Analyst encompass a broad spectrum of activities aimed at maintaining operational excellence and driving continuous improvement. These include:

Incident Management & Resolution:

• Handling the full lifecycle of Incident Management, from initial detection to resolution.
• Analyzing incidents thoroughly to identify root causes and patterns.
• Sharing detailed analysis with L3 teams and engaging them proactively when code fixes or deeper technical expertise are required.
• Supporting the resolution of high-impact incidents on our services, including active participation and coordination during critical incident bridge calls.
• Documenting incident resolution steps and contributing to the knowledge base for future reference.

Problem Management:

• Proactively identifying and analyzing recurring incidents to diagnose underlying problems.
• Analyzing errors occurring in batch processing and interfaces of related systems to prevent future disruptions.
• Collaborating with L3 teams and Business stakeholders to discuss and prioritize code fixes, ensuring timely implementation.
• Providing resolution for open problems, or diligently ensuring that the appropriate parties have been tasked with doing so and tracking their progress.

Service Request Fulfilment:

• Efficiently handling and fulfilling various service requests, such as generating reports for Business and L3 teams.
• Ensuring timely and accurate delivery of requested information or services.

Monitoring and Tracking:

• Implementing and maintaining robust monitoring solutions for the SKB application and related systems.
• Proactively monitoring application performance, availability, and key metrics.
• Tracking the status of incidents, problems, and service requests to ensure adherence to SLAs ,OLA's and Slo.M

Knowledge Management & Continuous Improvement:

• Creating and maintaining detailed operational documentation, runbooks, and knowledge articles to improve efficiency and reduce mean time to resolution (MTTR).
• Identifying opportunities for process improvements and automation within the Service Operations framework.
• Participating in post-incident reviews (PIRs) and root cause analysis (RCA) to extract lessons learned and prevent recurrence.

Service Transition & Readiness:

• Actively supporting the handover of new projects and applications into Production Services, collaborating closely with Service Transition teams before the Go-Live Phase.

Your skills and experience:

• Experience in UNIX, PL/SQL, Shell Scripting, and Kubernetes.
• Well-versed in Incident, Problem, Change, and Release Management processes.
• Experience in scheduling and monitoring tools like UC4,Splunk,NewRelic and Geneos.
• Good to have knowledge in API’s and Angular JS.

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.html

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.

Together we share and celebrate the successes of our people. Together we are Deutsche Bank Group.

We welcome applications from all people and promote a positive, fair and inclusive work environment.