L2 Application Support Production Support Analyst - Assistant Vice President

Job Description:

Job Title L2 Application Support Production Support Analyst

Corporate Title Assistant Vice President

Location Jacksonville, FL

Overview

As a Production Support Analyst you will be an L2 Application Support team member. You will help the AFC (Anti-Financial Crime) line of business with their current portfolio of over 30 applications. You will own responsibility for providing technical L2 application support for business applications across several lines of business utilizing a follow the sun support model.

What We Offer You

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

• A hybrid working model, allowing for in-office / work from home flexibility, generous vacation, personal and volunteer days

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

• 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

• Provide hands-on technical support and post-mortem root cause analysis using ITIL standards of Incident Management, Service Request fulfillment, Change Management, Knowledge Management, and Problem Management

• Provide support for applications newly onboarded into the Google Cloud Platform and support the Bank’s initiative to grow into this platform

• Conduct real time monitoring to ensure application OLA/ Service Level Agreements (SLAs) are achieved and maximum application availability (up time) using an array of monitoring tools and monitor, dashboard setups, and management reporting

• Actively address and work on user and system tickets in the Service Now ticketing application, work with escalations, and manage major incidents with major incident management team

• Build up technical subject matter expertise on the applications being supported including business flows, application architecture, and hardware configuration and maintain documentation, knowledge articles, and runbooks

• Assist in the process to approve application code releases change tickets as well as tasks assigned to support perform

Skills You’ll Need

• Extensive experience as an analyst providing hands on Information Technology (IT) support and interacting with applications and end users

• Helpful skills specific to our GCP applications include process containers, Kubernetes, terraforming, monitoring, alerting, debugging, Python, Java, and Spark and other general skills include Red Hat Linux tasks such as searching logs, process commands, start/stop processes, use of OS commands to aid in tasks needed to resolve or investigate issues

• Automation and YAML and an understanding of Java error codes and Java memory allocation

• Preferred knowledge of the ITRS Geneos monitoring tool. Ability to create alerting is a plus

• Structured Query Language (SQL) understanding to run queries and working knowledge of Weblogic, Actimize, Mantas, and case management software desired. Keeping abreast of new technology. Desire to learn tech stacks for daily support and onboarding of new applications

Skills That Will Help You Excel

• Previous experience in a production support environment and in the financial or banking sectors

• Solid written and oral communication skills, including the ability to communicate technical information to a non-technical audience and good analytical and problem-solving skills

• Project Management

• Working understanding of the Google Cloud Platform and ITIL / best practices for supporting a production environment

• Ability to work across countries, regions, and time zones with a broad range of cultures and technical capability and willingness to do weekend support as needed for releases, disaster recovery, and rotation schedule to monitor application health

Expectations

It is the Bank’s expectation that employees hired into this role will work in the Jacksonville office in accordance with the Bank’s hybrid working model.

Deutsche Bank provides reasonable accommodations to candidates and employees with a substantiated need based on disability and/or religion.

The salary range for this position in Jacksonville is $78,000 to $120,500. Actual salaries may be based on a number of factors including, but not limited to, a candidate’s skill set, experience, education, work location and other qualifications. Posted salary ranges do not inclu