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Technology Service Analyst

Mon, 02/10/2020 - 14:33 -- geeta.nair

I-STEM, technology teams are responsible for the Bank’s End User Technology Support and the deployment for the Bank’s captive operations and various branches. He /She will be managing the day-to-day operations of the local service desk and branch support for the region.
This role is part of the Local Services of End User Production and suited to individuals looking to combine their brilliant people and customer service skills with their enthusiasm for technology Position Specific Responsibilities and Accountabilities 
The Direct support Engineer  - Associate - duties will include:
BAU Activity:
• Act as an individual contributer and be an SME for Tech issues arising from Front office production floor.
• Monitor/resolve incidents and problems reported by the businesses and manage escalations
• Manage stakeholder expections and provide innovative solutions.
• Participate in BCM and DR planning and ensure that the various identified risks are addressed appropriately. Ensure to have adequate knowledge of BCM setup for trade floor and manage support for ad-hoc
• Ensure timely delivery of key data feeds within SLA’s.  Consistently achieve maximum availability (up time) for critical functionality.
• Managing & supporting the rollout of various local and global EUP services enhancements at site. Overseeing deployment of various End User products at the site.
• Managing onsite Vendor/Managed Services Staff (Local services) and
ensure close monitoring / adherence to the prescribed SLAs. Driving
and implementation of various service improvement initiatives.
• Provide adequate supervision & mentoring to the team (both internal
and managed services staff). Plan training programs & feedback for
team members to help to enhance their skills.
• Develop Key operational procedures  and policies where necessary and
ensure adherence to the all such defined policies
• Conduct post-mortems of incidents and drive relevant feedback into
Incident, Problem and Change management programs.
• Adhere the End User Services daily health check process with
escalation information.
• Driving Client Satisfaction Initiatives, Business engagement
framework for the site.
• Ensure proper management of assets at the site by supervising asset
management team at site.
• Provide hands-on support for Hardware /application upgradation projects.
• Responsible to ensure IT security policy followed as per ITIL
standard for end user devices only.
• Monitoring RTGS (CCIL) software installations & troubleshooting done
• Provide 1st level support for all CCIL application’s like (NDS OM,CALL, etc).
• Understand and provide 1st level support for any escalation of MDS
applications and connectivity e.g Bloomberg, Thomson Reutres
applications etc.
• Strategically partner with the business by maintaining a good
understanding of business priorities and participating actively in the
Business Planning  process at the organization level so as to
identify/assess the areas in which IT can play a role in enhancing
business effectiveness
• Conduct regular meetings with various business units to ensure focus
on problem areas, timely resolution of issues and satisfactory service
• Working closely with Equity Research and Equity BackOffice team to
understand requirements & assisting in implementations of new
• Reporting & escalating potential IT operational issues to the
business to help minimize the impact and facilitate and ensure that
various symptomatic IT issues of business are addressed at the right
forums and brought to their logical conclusion
• Provide process improvement inputs to the various Tech support
groups and ensure close coordination with various local and global EUP
teams in delivering various services to the businesses including
messaging, file/print services, on-boarding, network, voice, etc.
• Managing & supporting the rollout of various local and global EUP
services / enhancements at site. Overseeing deployment of various End
User products at the site.
• Capacity management to ensure systems availability to meet the
requirement of the site
• Take up other site-level/strategic projects and manage the
execution. Ensure proper planning and track timelines, budgets and
Experience/ Exposure
Added skills :
• ITIL v3 Foundation certified
• Experince managing Trade floor at large orginazations
• Experience running service improvement plans
• Experince running IT - end user, deployment projects
Required Skills/Experience
• Strong background in desktop support
• 6 to 9.5 Years experience in IT in large corporate environments,
specifically in the area of controlled production environments or in
Financial Services Technology in a client-facing function
• Experience of end to end  production support and good overview of
production support.
• Minimum of 3 yrs Hand on Experience of supporting Front Office tools
and Trading floor support
• Good knowledge about Electronic Trading & Regulatory
• ITIL / best practice service context
• Good analytical and problem solving skills
• Ability to work in virtual teams and in matrix structures
• Working knowledge of incident tracking tools (i.e. ServiceNow etc.)
• Ability to work under pressure and to tight deadlines whilst
maintaining close attention to detail.
• Excellent verbal and written communication &  interpersonal skills
• Technology Skills – Proven capabilities/ competencies in the Desktop
Engineering area / End-user Technology stack, including Desktop
Virtualization, Remote computing, Collaboration platforms, Print
Services, AV Services, Desktop video, IP telephony,  Microsoft
products etc.
Education/ Qualifications
• Bachelor’s Engineering degree in Information Technology preferred
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to drive innovation. We build talented and diverse teams to drive
business results andencourage our people to develop to their full
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initiatives we offer.  e promote good working relationships and
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Deutsche Bank provides commercial and investment banking, retail
banking, transaction banking and asset and wealth management products
and services to corporations, governments, institutional investors,
small and medium-sized businesses, and private individuals. Deutsche
Bank is Germany’s leading bank, with a strong position in Europe and a
significant presence in the Americas and Asia Pacific.
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