Technology Service Analyst, AS

Job Title: Technology Service Analyst, AS

Location: Pune, India

Role Description

Overview: (this is a description of the business division or department)

• The purpose of the Major Incident Management (MIM) function is to ensure that service/business impacting Incidents and/or high-risk Production IT Incidents are managed consistently and effectively in adherence to the Major Incident Escalation processes and procedures.
• Major Incident Managements function’s primary objective is to restore production service as quickly and effectively as possible in order to prevent or minimize disruption to the business and minimize any associated reputational, financial or regulatory impact.

• Providing a 24x7 Incident Management Support function.
• Providing a 24x 7 Incident Management Function (with Weekend support), facilitating and managing business impacting and potentially impacting business Incidents (Priority Critical, Priority 1, Priority 2 & Priority 3- Critical)
• Providing consistent, accurate and timely stakeholder communication of managed Incidents, active and resolved.
• Provision of Incident reports and associated management commentary
• The provision and maintenance of Key Operating Procedures aligned to Deutsche Bank’s Production Policies
• Providing Incident Management process and tool training and training material (presentations, guides, e-modules)
• Management of Incident management and Major Incident Escalation governance processes and service improvements
• Ensuring the timely update and management of the GIM Dashboard: Command Center

What we’ll offer you

As part of our flexible scheme, here are just some of the benefits that you’ll enjoy

• 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

• Management of High Severity Incidents
• Scribe & record all details during Incident Management bridge calls and support L2 Incident Manager when requested
• Document timeline of key elements during an Incident with clear status & ownership to aid handover to Problem Management
• Provide Communication through verbal or written updates to Incident Manager when requested
• Undertake Hierarchal and Functional Escalation
• Adhere to Incident priorities and escalation procedures
• Continuously update work instructions
• Prepare Incident Managers handbook, regular updates and maintenance, including Incident Reporting Guidelines & Incident Manager Reference Guide
• Follow process metrics
• Documentation of risk and compliance issues and indicators
• Reporting
  • Report weekly, monthly, quarterly and yearly KPI(s)
  • Create reports on regular basis to Senior Management and Incident Managers internally.
• Provide metrics on trend analysis and ticket data as preparation for meetings and workshops.
• Initiate and perform the incident management QA-Cycle.
• Support the organization in providing information to support audit requirements.                                                     
• Prepare and document the Incident Manager handover, by region
• Undertake Continual Service Improvement activities
• During non-core hours and at weekends proving operational management of the Incident Management Support team

Your skills and experience

• 5+ years in IT Incident Management, preferably in a large enterprise environment.
• Expertise in ServiceNow Incident Management.
• Exceptional communication (written and verbal) and stakeholder management skills.
• Proven ability to lead technical teams during critical incidents.
• Strong problem-solving and analytical capabilities.
• ITIL V3/V4 Foundation certification.

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.