Production Support Analyst, NCT
On-sitePune, Maharashtra, India
Job Summary
Provide hands-on technical support for a suite of applications and platforms within Deutsche Bank, resolving service requests and escalating unresolved issues to L3. Conduct real-time monitoring to ensure application SLAs and availability, while assisting in approving new releases and managing production configuration changes. Manage incidents through resolution, conduct post-mortems to drive feedback into management programs, and maintain effective relationships with business, development, and third-party stakeholders. Document support runbooks and knowledge articles while approaching support with a proactive attitude to improve the environment. Work in shifts covering APAC and EMEA hours between 06:30 IST and 10:30 PM IST, with weekend coverage on a rotational basis.
Required Qualifications
- 3 to 5 years providing hands on IT support and interacting with application end users
- Bachelor's degree from an accredited college or university with a concentration in Computer Science or IT-related discipline (or equivalent work experience or diploma)
- Good analytical and problem-solving skills
- Exceptional written and oral communication skills, including the ability to communicate technical information to a non-technical audience and with executive levels
- Understanding of ITIL / SRE / Cloud best practices for supporting a production environment
- Experience using operating systems such as UNIX, Linux and Wintel from the command line interface
- Knowledge of commands need to navigate, troubleshoot issues and provide status of these systems
- Experience and hands-on with supporting applications running on OpenShift, Docker, Kubernetes
- Familiarity with coding language such as JAVA and .Net or Perl/Shell scripting
- Experience with Java hosting environments like WebSphere, Tomcat etc
- Ability to write SQL to extract and patch data in Oracle databases as well as monitor database health and performance
- Experience of monitoring tools such as Geneos and New Relic
- Experience in DevOps/SRE
- Knowledge and development experience in Ansible automation
- Experience in shell scripting, python
- Proven ability to leverage AI tools to enhance productivity, optimise workflows to solve business problems, while applying critical judgment to ensure responsible and ethical use of data and AI outputs
- Must be able to work in shifts as part of a rotation covering APAC and EMEA hours between 06:30 IST and 10:30 PM IST (2 shifts)
- Weekend coverage may need to be provided on rotational basis
Desired Qualifications
- Preferred: Experience in an investment bank, financial institution, or large corporation
- Preferred: Experience in Google Cloud and AI tools
- Understanding of how to get things done in large organizations, where to use processes and how to build and operate a network
- Ability to work across countries, regions, and time zones with a broad range of cultures and technical capability
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