Production Support Analyst - Associate

Job Description:

Job Title Production Support Analyst

Corporate Title Associate

Location Jacksonville, FL

Overview

As the Production Support Analyst, you will be operating within the production services team of Trade Finance and Lending domain which is a subdivision of Corporate Bank Production Services as a Production Support Engineer. In this role, you will be accountable for resolving user request supports, troubleshooting functional, application, and infrastructure incidents in the production environment. You will work on identified initiatives to automate manual work, application and infrastructure monitoring improvements and platform hygiene, as well as have eyes on glass monitoring of services and batch. You will also be responsible for preparing and fulfilling data requests, in addition to participating in incident, change and problem management meetings as required.

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 for a suite of applications/platforms within Deutsche Bank, while building up technical subject matter expertise on the applications/platforms being supported including business flows, the application architecture, and the hardware configuration

• Resolve service requests submitted by the application end users to the best of Level 2 (L2) ability and escalate any issues that cannot be resolved to Level 3 (L3)

• Conduct real time monitoring to ensure application Service Level Agreements (SLAs) are achieved and maximum application availability (up time), as well as ensure all knowledge is documented and that support runbooks and knowledge articles are kept up to date

• Approach support with a proactive attitude, working to improve the environment before issues occur

• Update the RUN Book and KEDB as & when required

• Participate in all BCP and component failure tests based on the run books and understand flow of data through the application infrastructure. It is critical to understand the dataflow so as to best provide operational support

Skills You’ll Need

• Experience with Programming Language – Java, Operating systems - UNIX, Windows, and the underlying infrastructure environments, Middleware - (e.g. MQ, Kafka or similar), WebLogic, Webserver environment - Apache, Tomcat, and Database - Oracle, MS-SQL, Sybase, No SQL

• Experience with Batch Monitoring - Control-M /Autosys, Scripting - UNIX shell and PowerShell, PERL, Python, and Monitoring Tools – Geneos or App Dynamics or Dynatrace or Grafana

• ITIL Service Management framework such as Incident, Problem, and Change processes

• Preferably knowledge and experience on Google Cloud Platform (GCP)

Skills That Will Help You Excel

• Relevant 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, as well as Ticketing Tool experience – Service Desk, Service Now

• Good analytical and problem-solving skills with the ability to work in virtual teams and in matrix structures

• Knowledge of ITIL / best practice service context (ITIL foundation is plus), with an understanding of Site Reliability Engineering (SRE) concepts (Service Level Agreements (SLA), SLO’s, SLI’s)

• Knowledge and development experience in Ansible automation with working knowledge of one cloud platform (AWS or GCP)

• Excellent communication skills, both written and verbal, with attention to detail

Expectations

It is the Bank’s expectation that employees hired into this role will work in the Jacksonville, FL 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, FL is $60,000 to $86,000. Actual salaries may be based on a number of factors including, but not limited to,