Job Title: Operations Engineer, Associate
Location: Pune, India
Role Description
•Responsible for the day-to-day maintenance of application systems in operation, including identifying and troubleshooting application issues and issue resolution or escalation.
•Responsibilities also include root cause analysis, management communication and client relationship management in partnership with Infrastructure Service Support team members.
•Ensures all production changes are made in accordance with life-cycle methodology and risk guidelines.
•Responsible for coaching and mentoring less experienced team members and/or acting as a subject matter expert. In-depth functional knowledge of the application(s) supported and interdependencies.
•Experienced and detail-oriented person capable of integrating product knowledge, research and testing to answer complex questions about product behavior and provide end-to-end solutions to permanently fix issues.
•Will assist customer teams and other team members to understand how customers can achieve desired outcomes using the applications as they exist today.
•Output could range from FAQs and knowledge base articles describing to customers how to operate the product to achieve selected outcomes, to end-to-end coding solutions for reported issues.
•Will liaise with global stakeholders and vendors to deliver technology solutions as part of the yearly book of work.
•Should understand functional requirements/expectations of various stakeholders and work towards an appropriate plan of action. The role also requires working with product vendors and leading upgrades as applicable.
What we'll offer you
As part of our flexible scheme, here are some of the benefits:
•Best in class leave policy
•Gender neutral parental leaves
•100% reimbursement under childcare assistance benefit (gender neutral)
•Sponsorship for industry relevant certifications and education
•Employee Assistance Program for you and your family members
•Comprehensive Hospitalization Insurance for you and your dependents
•Accident and Term life Insurance
•Complementary Health screening for 35 yrs. and above
Your key responsibilities
•Researching, designing, implementing and managing software programs
•Testing and evaluating new programs
•Identifying areas for modification in existing programs and subsequently developing these modifications
•Oversee resolution of technical issues coming from customer teams
•Fix and deliver the customer issues
•Follow ITIL processes including incident management, change management, release management, problem management and knowledge management
•Strong problem solving skills with good communication skills, ability to work under pressure with a high sense of urgency
•Proactively identify potential incidents and problems as well as availability issues
•Manage any IT Security incidents that may occur in the application. Identify risk & issues and contribute in Service Management related audits
•Perform environment maintenance and management
•Deploying software tools, processes and metrics
•Perform standard recurring activities like data and environment refreshes
•Be a liaison between the customer-facing teams and the Product and Engineering org for management and resolution of all technical questions and issues
•Work closely with other developers, business and systems analysts
•Maintain detailed documentation ranging from Knowledge Base articles to live logging of incidents for post-mortems
•Ensure delivery timelines and SLA obligations established with internal and external stakeholders are observed and met; escalate as necessary using judgment and discretion
•Develop a deep understanding of the application platform across all product lines and clearly articulate support decisions and findings
•Work closely with internal teams to stay up to date on product features, changes, and issues
Your skills and experience
•Must have total 6+ years of experience, and at least 5 years in software development/support engineering
•Must have advanced knowledge of Java / C# / .Net debugging & scripting (PowerShell / Unix / any other)
•Must have advanced knowledge of MS SQL Server, SSIS, Tableau and ETL processes
•Working knowledge of SDLC & Agile processes
•Demonstrable experience in leading projects to successful conclusions
•Strong customer focus with experience of working with cross-functional/cross-department teams
•A self-starter with strong organization skills, resolution management, and superior written and verbal communication skills
Educational/Qualifications
•B.E. / B.Tech. / Master's degree in computer science or equivalent
•ITIL Certification is good to have
•Proven ability to leverage AI tools to enhance productivity, optimise workflows to solve business problems, while applying critical judgment to ensure responsible and ethical use of data and AI outputs
How we'll support you
•Training and development to help you excel in your career
•Coaching and support from experts in your team
•A culture of continuous learning to aid progression
•A range of flexible benefits that you can tailor to suit your needs
About us and our teams
Please visit our company website for further information: https://www.db.com/company/company.html
We strive for a culture in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively. Together we share and celebrate the successes of our people. Together we are Deutsche Bank Group.
