Global Technology- Service Management Analyst- Associate

  • Competitive
  • Sydney, New South Wales, Australia
  • Permanent, Full time
  • Deutsche Bank APAC
  • 16 Aug 17

Global Technology- Service Management Analyst- Associate

Our technology teams are responsible for the Bank's entire information technology (“IT”) infrastructure, and the development, implementation, and protection of the software required to support all of the Bank's businesses. We move over EUR 1.6 trillion across the Bank's platforms, support thousands of trading desks, and enable millions of banking transactions, share trades and emails every day.

With award-winning mobile banking apps and trading systems, our technology platforms help Deutsche Bank deliver high quality products to clients. Naturally, we make sure that the phones work, emails are delivered and PCs run - but we also develop collaboration platforms and workspaces that help our people share their knowledge, expertise and passion for our business.

Developments in technology are changing the way we communicate, work and think. Join us here, and you'll constantly be looking ahead. We'll look to you to capitalize on new technological trends that can reshape our business and deliver value for our clients, whilst still meeting the demands of customers, regulators and the markets.

Position Overview

The successful candidate will possess strong technical and analytical skills, capable of diagnosing problems through self-discovery, with an ability to understand complex systems and interfaces. They will be expected to work both independently & as part of a regionally distributed team across Asia-Pacific, for the speedy resolution of application support issues and requests across a variety of batch processing systems. Additionally, the candidate will work on a number of proactive process improvement streams, for the strategic improvement of the production environment.

Responsibilities include, but are not limited to:

  • Providing day-to-day application support to the Rats & Credit Middle Office and Finance teams
  • On-boarding support for new applications/processes
  • Working closely with other global Markets teams in both Australia and across Tokyo, Singapore, and Pune.
  • Fulfilling follow-the-sun responsibilities for outgoing Americas, and incoming Europe regions
  • Flexibility to work out of hours on occasion in order to support standard changes, application releases/patches, DR/BCM, etc.
  • Taking full ownership of managing incidents and providing Post Incident Reviews, whilst potentially working with other app support, infrastructure and core function teams of the bank.
  • Perform critical system checks (Start-of-Day/Week, Post-Release Checks) and deal with monitoring alerts, as well as improving monitoring across all business critical applications
  • Being fully engaged in strategic process improvement programmes

Business Skills
  • Minimum 3 years professional experience – not necessarily Banking, but that would be advantageous. Equally experience or demonstrated knowledge of financial products would be beneficial.
  • Prior experience with batch-processing systems, and monitoring of conformance to SLA's/OLA's.
  • Experience in managing incidents, service requests, and change implementation.
  • Ability to conduct Level 2 diagnostics analysis and application trouble shooting
  • Strong technical writing skills

Experience Required
  • Ability to prioritise tasks and assess impact/urgency of incidents/requests against the backdrop of a highly regulated and fast-paced industry.
  • Proven ability to set and meet deadlines
  • Ability to work as part of an existing support team
  • Ability to multi task / manage multiple streams concurrently
  • Understanding of the Project Life Cycle and release procedures
  • Must have strong verbal and written communication skills
  • Must be able to act under pressure
  • Practical experience of Unix (ideally Linux)
  • Practical experience of SQL
  • Experience with Geneos or other such monitoring tools

Deutsche Bank is an equal opportunity employer who seeks to recruit and appoint the best available person for a job regardless of marital status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability.