Technology Service Analyst - Application Support Specialist

Technology Service Analyst, AS

Job Description:

Job Title: Technology Service Analyst, AS

Location: Pune, India

Role Description

• The Level 1 Application Support Specialist plays a critical role in ensuring the smooth and efficient operation of Deutsche Bank's various internal and external applications. This position is the first point of contact for end-users experiencing technical issues or requiring assistance with our application.
• The specialist will be responsible for diagnosing, troubleshooting, and resolving basic application problems, escalating complex issues to higher-level support teams, and providing customer service. 
• Responsibilities also include management communication and client relationship management in partnership with different Support team members. 
• Ensures all production changes are made in accordance with life-cycle methodology and risk guidelines. 
• Responsible for coaching and mentoring less experienced team members and or acting as a subject matter expert. In depth Functional knowledge of the application(s) supported and interdependencie
• Is an experienced and detail-oriented person capable of integrating product knowledge, research and testing to answer complex questions about product behavior and provide end to end solution to permanently fix the issue.
• The engineer will assist customer teams and other team members to understand how customers can achieve desired outcomes using the applications it exists today. The output could range from FAQs and knowledge base articles that describe to customers how to operate the product to achieve selected outcomes.
• The engineer would be liaising with the global stakeholders and vendors to deliver technological solutions as part of yearly book of work.
• The engineer should also be able to understand functional requirements / expectations of the various stakeholders and work towards an appropriate plan of action. The role also requires working with the product vendors and leading upgrades as applicable.

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

• Oversee resolution of technical issues coming from customer teams
• Fix and deliver the customer issues
• Follow ITIL processes including incident management, change management, and knowledge management
• Strong problem-solving skills with good communication skills, ability to work under pressure with a high sense of urgency.
• Proactively identify potential incidents and problems as well as availability issues
• Manage any IT Security incidents that may occur in the application. Identify risk & issues and contribute in Service Management related audits.
• Perform environment maintenance and management
• Be a liaison between the customer-facing teams and the Product and Engineering org for management and resolution of all technical questions and issues
• Work closely with other developers, business and systems analysts
• Maintain detailed documentation ranging from Knowledge Base articles to live logging of incidents for post-mortems
• Ensure delivery timelines and SLA obligations established with internal and external stakeholders are observed and met; escalate as necessary using judgment and discretion
• Develop a deep understanding of the application platform across all product lines and clearly articulate support decisions and findings
• Work closely with internal teams to stay up to date on product features, changes, and issues

Your skills and experience

• Must be having total 6+ years of experience and at least 4 years in software support engineering 
• Working Knowledge of SDLC & Agile processes
• Demonstrable experience in leading projects to successful conclusions
• Strong customer focus with experience of working with cross-functional/ cross-department teams
• A self-starter with strong organization skills, resolution management, and superior written and verbal communication skills
• Experience with IT Service Management (ITSM) tools (e.g., ServiceNow, Jira Service Desk, BMC remedy).

Educational/Qualifications:

• B.E. / B. Tech. / Master's degree in computer science or equivalent
• ITIL Certification is good to have

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

Mid Level