Production Support Analyst - Associate

Job Description:

Job Title Production Support Analyst

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

At the heart of Deutsche Bank's client franchise, is the Corporate Bank (CB), a market leader in Cash Management, Trade Finance & Lending, Securities Services and Trust & Agency services; focusing on the Treasurers and Finance Departments of Corporate and Commercial clients and Financial Institutions across the Globe, our Universal Expertise and Global Network allows us to offer truly integrated and effective solutions.

You will be operating within Corporate Bank Production as a Production Support Engineer in Payments domain which is a part of Cash Management under Deutsche Bank Corporate Banking division which supports mission critical payments processing and Foreign Exchange platforms for multiple business lines like High Value/Low value / Bulk / Instant / Cheques payments. Team provides 24x7 support and follows ‘follow the sun’ model to provide exceptional and timebound services to the clients.

Our objective at Corporate Bank Production is to consistently strive to make production better which ensures promising End to End experience for our Corporate Clients running their daily Cash Management Business through various access channels. 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, as well as automation of manual work, monitoring improvements and platform hygiene.

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

• 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

• Educational resources, matching gift, and volunteer programs

What You’ll Do

• Acting as a Production Support Analyst for the CB production team providing second level of support for the applications under the tribe working with key stakeholders and team members across the globe in 365 days, 24/7 working model

• As an individual contributor and prime liaison for the application suite into the incident, problem, change, release, capacity, and continuous improvement

• Escalation, Management, and communication of major production incidents

• Liaising with development teams on new application handover and 3rd line escalation of issues

• Application rollout activities (may include some weekend activities) and manage Service Level Objectives for Faster Resolution and Fewer Incident for the Production Application Stability

• Develop a Continuous Service Improvement approach to resolve IT failings, drive efficiencies and remove repetition to streamline support activities, reduce risk, and improve system availability by understanding emerging trends and proactively addressing them

Skills You’ll Need

• Good experience in Production Application Support and Information Technology Infrastructure Library Practices

• Very good hands-on knowledge of databases (Oracle/PLSQL etc.), including working experience of writing Structured Query