Service Operations Technology, AVP

Job Title: Service Operations Technology, AVP Location: Pune, India Role Description TDI PB (Private Bank) Production Stability, provides 2nd Level Application Support for business applications used in branches, by mobile sales or via internet. 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.

Summary The Production Specialist works as a member of the IT department and provides second level production services and end level technologies to different clients and business lines across Deutsche Bank. They work as the point of contact and the escalation point for members of the business and ensure effective restoration of product services by taking control of and managing each incident. In this role, they will interact directly with several different populations. The Production Specialist will liaise directly with IT Application Owners and CIO, IT infrastructure groups, Operations, and key business stakeholders. The role is to support applications in the Lending domain. The main tasks of the Production Specialist are monitoring and tracking activities, incident management: analyzing issues, problem management: supporting the resolution of issues and conflicts and Service Request management: supporting user queries and preparing reports; has in-depth knowledge of the batches. The Production Specialist has knowledge and experience of all relevant tools used in the Service Management environment. The Production Specialist 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). 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 Ensures that the Service Operations team provides optimum service level to the business lines it supports. Takes overall responsibility for the resolution of incidents and problems within the team. Oversees the resolution of complex incidents. Ensure that Analysts apply the right problem-solving techniques and processes. Assists in managing business stakeholder relationships. Assists in defining and managing OLAs with relevant stakeholders. Ensures that the team understands OLAs and resources appropriately and are aligned to business SLAs. Ensures relevant Client Service teams are informed of progress on incidents, where necessary. Ensures that defined divisional Production Management service operations and support processes are adhered to by the team. Make improvement recommendations where appropriate. Prepares for and, if requested, manages steam review meetings. Makes suggestions for continual service improvement. Manages escalations by working with Client Services and other Service Operations Specialists and relevant functions to accurately resolve escalated issues quickly. Observes areas requiring monitoring, reporting and improvement. Identifies required metrics and ensure they are established, monitored and improved where appropriate. Continuously seeks to improve team performance. Participates in team training events, where appropriate. Works with team members to identify areas of focus, where training may improve team performance, and improve incident