Deutsche Bank
TechnologyServiceAnalyst,AS
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“Technology Service Analyst, AS at Deutsche Bank. Skills: Major Incident Management, Incident Management, stakeholder management skills, communication (written and verbal). Management of High Severity Incidents. Scribe & record all details during Incident Management bridge calls and support L2 Incident Manager when requested”
What You'll Achieve.
ensure that service business impacting Incidents and/or high-risk Production IT Incidents are managed consistently and effectively; 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 consistent, accurate and timely stakeholder communication of managed Incidents, active and resolved.; Provision of Incident reports and associated management commentary; Report weekly, monthly, quarterly and yearly KPI(s)
Industry & Context.
problem-solving and analytical capabilities
Providing a 24x7 Incident Management Support function., Providing a 24x 7 Incident Management Function (with Weekend support), During non-core hours and at weekends proving operational management of the Incident Management Support team
What They're Looking For.
Must Have
5+ years in IT Incident Management, preferably in a large enterprise environment., ITIL V3/4 Foundation certification.
What You'll Do.
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
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
Undertake Continual Service Improvement activities
During non-core hours and at weekends proving operational management of the Incident Management Support team
How You'll Work.
Team & Collaboration
cross-functional coordination; vendor/stakeholder management
Communication Scope
Exceptional communication (written and verbal); stakeholder management skills
Full Job Description
## _**Job Description:**_ **Job Title: Technology Service Analyst, AS** **Location: Bangalore, India** **Corporate Title: AS** **Role Description** 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 depende
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