Mobile - Miles&More - Service Operations Specialist

at  Deutsche Bank

EDUCATION/CERTIFICATION

• Bachelor’s degree from an accredited college or university with a concentration in IT or Computer Science related discipline (equivalent diploma or technical faculty)
• ITIL V3 foundation certification (preferred)
• Basic knowledge on interface technologies and communication protocols
• Good knowledge in DAP Environment and Log Analysis
• Exposure to SQL script programming and understanding is recommended
• Good English written & verbal skills required
• Language skills in German (optional)
• Thorough and precise work style with a focus on high quality
• Distinct service orientation
• High degree of self initiative
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ROLE SUMMARY

Technology, Data & Innovation (TDI) The department is responsible for the stability of the applications. Incident Management and Problem Management are the main processes that account for the required stability. In-depth application knowledge and understanding of the business processes that the applications support are our main assets.
The primary applications to support are within Online / Mobile tribe.
The Production Specialist acts as a hands-on technician executing several tasks in relation to the required services within the Service Management environment. The Production Specialist role supports the respective functional teams and provides expertise and assistance to ensure effective services are provided by Service Management.
The main tasks of Production Specialist are monitoring and tracking activities, analyzing issues, supporting the resolution of issues and conflicts, and preparing reports and meetings. The Production Specialist has knowledge of and experience in all relevant tools used in the Service Management environment.

ROLE RESPONSIBILITIES

• Develop a good understanding of the activities required to execute Service Management functions.
• Follow all guidelines and controls for the relevant processes to ensure compliance and quality.
• Undertake specific functions within the relevant Service Management process as identified for the specific Service Management area.
• Participate in regular meetings with stakeholders, prepare and document meetings, track progress.
• Collect, interpret and respond to changes in production data, as appropriate.
• Track the implementation of resolution tasks.
• Provide regular and reliable reporting of relevant data to meet management requirements.
• 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 (i.e., service operations).
• Participate in regular SCRUM meetings with stakeholders, prepare and document the Service Operation deliverables (e.g., Operation Instructions, PDM, contact Matrix etc.)
• Maintain an end-to-end view of the application and infrastructure landscape.
• Provide feedback and communicates results to stakeholders.
• Provide input and contribute to Service Management related audits.
• Engage with other Service Management groups to understand the business requirements
• Perform review of specifications.
• Collect, analyse and produce metrics on process data to find out improvements.
• Identify risks and issues related to the area.
• Provide governance to ensure appropriate planning and reporting.

AREA SPECIFIC TASKS / RESPONSIBILITIES:

• Undertake start of day, intra-day, end of day and end of period procedures as defined in the Service Operations run book to ensure that production configuration items deliver required services
• Ensure familiarity with the applications, tools, feeds, data, batch files etc that are being managed and / or supported
• Maintain a thorough understanding, sufficient to meet target Service Level Agreements, of the knowledge required to provide effective technical support (including understanding of market feeds, reference data problems, batch processes, system interfaces, business rules etc)
• Derive and apply strategies for resolving and solving application incidents/problems. Apply business and required technical skill sets to resolve issue promptly and accurately. Seek early advice where appropriate.
• Develop SQL scripts – use provided tooling to undertake required maintenance activities
• Fulfil Service Requests addressed to L2 Support
• Communicate with Service Desk function, other L2 and L3 units
• Clear and concise documentation of the status of incidents, problems and service requests properly in the Service Management tool
• Be willing to work in DE business hours
• Be willing to take over on-call service for the application