TDI – Production Support Engineer - Associate

at  Deutsche Bank

YOUR SKILLS AND EXPERIENCE:

• Minimum 3 years of production support experience within a global operations context or in large corporate environments, specifically in controlled production environments or in Financial Services Technology in a client-facing function.
• Experience working with SWIFT messaging and SWIFT network.
• Experience in Unix, Oracle 12c/19c, Kafka, Splunk, java and hands on experience in automation and production support.
• Proven experience in applying technical solutions to improve the stability of production environments.
• Experience of end-to-end Level 2, 3, 4 management and good overview of Production Operations Management overall.
• Experience of supporting complex application and infrastructure domains.
• Working experience in these technologies and frameworks Shell Scripting, Python, JAVA 8/OpenJDK 11 (for debugging), Data Streaming – Kafka, Confluent, ZooKeeper, Spring Boot framework and Hadoop framework.
• Experience in Configuration Mgmt Tooling such as Ansible.
• Knowledge in Operating system such as RHEL7.x, RHEL6.x and Open Shift
• Knowledge in Jenkins, Team City, IBM UrbanCode
• Knowledge in APM Tooling such as Splunk, AppDynamics and Geneos
• Knowledge in Scheduling – Ctrl-M , Autosys, Search – Elastic Search and Solr+.
• Knowledge in Methodology such as Micro-services architecture, SDLC, Agile, TDD/ BDD and Distributed systems.
• Knowledge in tools such as ServiceNow, Jira Confluence BitBucket and GIT.
• Good understanding of ITIL Service Management framework such as Incident, Problem, and Change processes.
• Ability to self-manage a book of work and ensure clear transparency on progress with clear, timely, communication of issues.
• Excellent troubleshooting and problem-solving skills.
• Good analytical and problem-solving skills.
• ITIL / best practice service context. ITIL foundation.
• Excellent communication skills, both written and verbal, with attention to detail.
• Ability to work in virtual teams and in matrix structures.
  Role is required to be performed on-site at One Raffles Quay office. Relevant vaccination requirements may apply.

ABOUT US AND OUR TEAMS:

Deutsche Bank is the leading German bank with strong European roots and a global network. click here to see what we do.

You will be operating within Corporate Bank Production domain or in Corporate Banking subdivisions, as a Production Support Engineer. In this role, you will be accountable to drive a culture of proactive continual improvement into the Production environment through application, user request support, troubleshooting and resolving the errors in production environment. Automation of manual work, monitoring improvements and platform hygiene. Supporting the resolution of issues and conflicts and preparing reports and meetings. Candidate should have experience in all relevant tools used in the Service Operations environment and has specialist expertise in one or more technical domains and ensures that all associated Service Operations stakeholders are provided with an optimum level of service in line with Service Level Agreements (SLAs) / Operating Level Agreements (OLAs).

• Ensure all the BAU support queries from business are handled on priority and within agreed SLA and to ensure all application stability issues are well taken care off.
• Support the resolution of incidents and problems within the team. Assist with the resolution of complex incidents. Ensure that the right problem-solving techniques and processes are applied.
• Embrace a Continuous Service Improvement approach to resolve IT failings, drive efficiencies and remove repetition to streamline support activities, reduce risk, and improve system availability.
• Be responsible for your own engineering delivery and using data and analytics, drive a reduction in technical debt across the production environment with development and infrastructure teams.
• Act as a Production Engineering role model to enhance the technical capability of the Production Support teams to create a future operating model embedded with engineering culture.

Key Responsibilities are:

• 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.
• Carry out technical analysis of the Production platform to identify and remediate performance and resiliency issues.
• Engage in the Software Development Lifecycle (SDLC) to enhance Production Standards and controls.
• Update the RUN Book and KEDB as & when required.
• Participate in all BCP and component failure tests based on the run books.
• Understand flow of data through the application infrastructure. It is critical to understand the dataflow so as to best provide operational support.
• Event monitoring and management via a 24x7 workbench that is both monitoring and regularly probing the service environment and acting on instruction of a run book.
• Drive knowledge management across the supported applications and ensure full compliance.
• Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution.