Production Services Engineer - Associate

Job Description:

Job Title Production Services Engineer

Corporate Title Associate

Location Cary, NC

Who we are

In short – an essential part of Deutsche Bank’s technology solution, developing applications for key Business areas.

Our Technologists drive Cloud, Cyber and Business technology strategy while transforming it within a robust, hands-on engineering culture. Learning is a key element of our people strategy, and we have a variety of options for you to develop professionally.Our approach to the future of work champions flexibility and is rooted in the understanding that there have been dramatic shifts in the ways we work.

Having first established a presence in the Americas in the 19th century, Deutsche Bank opened its US technology center in Cary, North Carolina in 2009. Learn more about us here.

Overview

We are looking for a motivated Production Engineer for our Chief Security Office (CSO), responsible for providing technology application support for cyber and physical security platforms. This professional will exhibit a wide variety of strengths and capabilities across multiple technologies and disciplines and will continually drive automation in all day-to-day production support activities. We look first and foremost for people who are passionate about solving problems through innovation and engineering practices. You’ll work in a collaborative, thought-provoking environment—one that encourages diversity of thought and creative solutions. The role requires a high level of accountability to deliver technical solutions and continuous improvements in the overall support strategy.

What We Offer You

• A diverse and inclusive environment that embraces change, innovation, and collaboration

• A hybrid working model with up to 60% work from home, allowing for in-office / work from home flexibility, generous vacation, personal and volunteer days and a commitment to Corporate Social Responsibility

• Employee Resource Groups support an inclusive workplace for everyone and promote community engagement

• Access to a strong network of Communities of Practice connecting you to colleagues with shared interests and values

• Competitive compensation packages including health and wellbeing benefits, retirement savings plans, parental leave, and family building benefits and Educational resources, matching gift and volunteer programs

What You’ll Do

• Provide Level 2 app support for CSO Production Services across the full spectrum of ITIL processes, adhering to the team’s Key Operating Procedures (KOP), with a primary focus on security and stability

• Diligently monitor incoming support tickets, emails, calls, and chats, taking great care in responses and owning all items until resolution

• Focus on knowledge and training, ensuring new and helpful information is continually captured, documented, and communicated to benefit the entire team

• Gain detailed knowledge of all supported applications, Business/operations process flows, and application architecture and hardware configuration

• Ensure critical Key Performance Indicators (KPIs), Service Level Agreements (SLAs), Mean Time to Recover (MTTR), and deliverables are met on a periodic basis

• Manage incident trouble shootingv through to resolution, setting up and leading conference calls and group chats, escalating promptly when required, and involving all essential personnel

Skills You’ll Need

• Relevant years of working experience in a financial institution providing IT support and dealing with Business users

• Automation mindset, looking to continually reduce, automate, or eliminate all manual tasks and effort

• Ability to work across countries, regions, and time zones with a broad range of cultures and technical capabilities

• Good written and oral communication skills, including the ability to communicate technical information to a non-technical audience and relationship management skills

• Highly proactive, self-starter with strong work ethics, high level of professionalism, and problem-solving skills; experienced in working with multicultural/global teams and enterprise-level projects

Skills That Will Help You Excel

• Broad ITIL/best practice service contfext within a real-time distributed environment (ITILv3 founddat

• Exceptional communication and lead