Technology Service Specialist

The successful candidate will have a strong technical background and solid production application support/operations experience. They will have a good working knowledge of SRE / DevOps, agile methodology, stability and resiliency while delivering an exceptional client experience. They will be accountable to drive a culture of proactive continual improvement through application, user request support, troubleshooting and issue resolution as well as automation of manual work, monitoring improvements and platform hygiene.

The role will also require development of strong partnerships, engagement and influence across various teams within CB Technology and across the bank. Additionally, working with Deutsche Bank’s central engineering teams and other partners to drive bank standards adoption.

The candidate should have experience in all relevant tools used in the service operations environment and possess specialist expertise in one or more technical domains. They will further ensure that all associated service operations stakeholders are provided with an optimum level of service in line with Service Level Agreements (SLAs) / Operating Level Agreements (OLAs).

• Maintain a strong technical acumen focused on overall Systems Architecture and Engineering to deliver platforms that meet defined requirements from the Business / Application delivery teams
• Adhere to departmental policies and provides quality service for the Corporate Bank application platform infrastructure landscape
• Readily manage multiple priorities and tasks in support of bank initiatives
• Continuous development of efficient processes utilizing bank technologies and automation tools
• Compliance with Operational Processes: Daily Operations, Change Management & Problem Management

• Leverage / Influence broader organization of SRE’s and technologist to build communities that contribute to solutions and implementation
• Define our CB Strategic roadmap for production operational tools and drive adoption (AI, ML, Automation, Monitoring & Observability)

• Embrace a Continuous Service Improvement approach to resolve IT failings, drive efficiencies and remove repetition to streamline support activities, reduce risk, and improve system availability
• Carry out technical analysis of the Production platform to identify and remediate performance and resiliency issues

• Act as a production engineering role model to enhance the technical capability of the Production Support teams
• Build strong partnerships with CIO’s and the extended CB technology organization
• Understand the end-to-end flow of data through the application infrastructure
• Drive knowledge management across the supported applications
• Places an emphasis on mentoring and development of individuals to reach their potential.
  • Professional growth of the team with a focus on critical thinking, strategic planning, enhancing technical and interpersonal skills
  • Creating stretch assignments for team members to expand their skills and create more rounded individuals
  • Provide training / educational materials and forums to develop CB organisational capabilities through innovative ideas, automation, community Engagement and training
  • Work with team members to identify areas of focus, where training may improve team performance, and improve incident resolution
  • Drive growth in organizational capabilities
• People leadership
  • Promote a culture of “team first” and self-management in performing task identification, prioritization and deliverable definition, due dates, and resource planning
  • Provide individuals with the tools necessary to ensure their success within the team
  • Following and documenting processes, ensuring systems meet defined SLA’s and implementing established security standards
  • Leads or participates in (un)planned maintenance outages which are well organized, with effectively communicated goals and executed to meet desired results
  • Performs and reports statistics for team and system health checks on an appropriate frequency
  • Responds to customer/client requirements and develops and/or implements programs or technical solutions to satisfy customer/client requests
    • Adheres to defined service level agreements