Production Support Lead

Production Support Lead, VP

Job Description:

Job Title: Production Support Lead, VP

Location: Pune, India

Role Description

• Technology underpins our entire business.  Our Technology, Data and Innovation (TDI) strategy is focused on strengthening engineering expertise, introducing an agile delivery model, as well as modernising the bank's IT infrastructure. 
• We continue to invest and build a team of visionary tech talent, providing you with the training, freedom and opportunity to do pioneering work. 
• You will be joining the dbTax Team within Regulatory & Cross Product IT delivering Tax Reporting and Withholding covering 35+ countries globally across all business sections of Deutsche Bank.
• We are an engineering focused organization, striving for the highest quality architecture, design and code across our teams.
• This role will be part of the Regulatory & Cross Product IT responsible for supporting Tax Reporting and Withholding applications. This position requires a unique skill set requiring both functional and technical knowledge

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

• Build and maintain effective and productive relationships with the stakeholders in business, development, infrastructure and third-party systems / data providers & vendors.
• Act as technical SME responsible for day-to-day leadership of teamwork efforts in their professional area and/or serves as a senior Subject Matter Expert (SME) providing hands on support as needed.
• Oversee the resolution of complex incidents and ensure that the right problem-solving techniques and processes are applied
• Leading regional team dedicated to supporting all business lines accessing DB through the channel and integration systems, working particularly close with the reference data business.
• Lead by example to drive a culture of proactive continual improvement into the Production environment through automation of manual work, monitoring improvements and platform hygiene.
• Enabling the adoption of practices such as SRE to minimize toil and manual tasks and increase automation and stability.
• Understand thoroughly the end-to-end application support process and escalation procedures, become fully conversant with all support tools that will be used to provide effective support in the relevant area
• Establish realistic SLAs aligned with the customer expectations as well as the demands of standards and best practices
• Provide strict production gatekeeper function by reviewing the solutions coming from Application services and ensuring that nothing goes into production operation unless all prerequisites have been met and that the different component operators accept it
• Provide regular and reliable reporting of relevant data to meet management requirements. Collect, analyze and produce metrics on process data for KPIs to find out improvements.
• Act as escalation contact for our stakeholders in the business (RDS) across all regions (after office hours as well as weekends) to support and enable our business
• Manage service delivery of our vendor partners based on agreed Service Level agreements and work together with them to continuously improve the efficiency and quality.
• Engage with our internal service providers within TDI (Incident / Problem Management, Knowledge Management, Application Operations etc.) and RCP Data Technology Peers to further improve service quality and stability
• Engage in tactical and strategic programs to address Tax Technology Production needs but also ensure Tax Technology Production deliverables which are required for the success of the programs
• Actively pursue service improvements and efficiencies in the applications / processes that lead to increased production stability and customer satisfaction respectively.

Your skills and experience

• Have experience supporting and working with US Tax Withholding and Reporting, FATCA/CRS reporting applications
• A proven track record in application or/and service management is required for a minimum 10-year period in a large corporate environment (investment bank preferred)
• Experience of end-to-end technical management and good overview of Production/Operations Management overall
• Strong experience and exposure to agile methodologies, ITIL, production engineering and SRE
• Strong stakeholder management skills with the ability to work as part of a multi-disciplined team spread across the globe
• Strong interpersonal skills, with the ability to work under tight deadlines, and strong written and verbal communication with ability to assimilate information quickly
• Knowledge in banking (middle & back office), Understanding of banking processes (especially RDS)

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.

Experience Level

Senior Level