Role Summary The Technology Service Analyst / L2 support acts as a hands-on technician executing several tasks in relation to the Support-
Model of the application in question. He is the second escalation point for user issues as well as user- and technical requests within the stream and reports issues to next level.
The Technology Service Analyst / L2-support role supports the L3-support to find solutions and fixes. A main part of her or his role is being an active part in Incident-
and Problem-Management process by providing knowledge and experience of the application structure as well as being familiar with the monitoring and reporting tools.
Role Responsibilities Develop a good understanding of the activities required to execute Service Management functions (i.
e. track ServiceNow tickets). Participate in regular meetings with stakeholders, prepare and document meetings, track progress.
Understand thoroughly the end to end application support process and escalation procedures, become fully conversant with all support tools that will be used to provide effective support in the relevant area Maintain an end to end view of the application and infrastructure landscape.
Provide feedback and communicates results to stakeholders. Engage with other Service Management groups to understand business requirements Collect, analyse and produce metrics on process data for KPIs to find out improvements.
Identify risks and issues related to the area. Exceptional verbal and written communication skills Ability to assess the impact of an incident across multiple systems, Salesforce.
com and all upstream and downstream applications, systems and processes. Must demonstrate ability to communicate effectively at all levels of the organization.
Should be available for working in shifts. Should have the ability to perform start of day health checks on all applications across the Engage platform including Salesforce, Avaloq and Relational Junction.
Ability to perform preliminary investigation, root cause analysis before assigning an incident to the next level for remediation.
Help identify trending tech incidents and escalate as necessary to engineering teams. Experience / Exposure Good know-how in these areas : Problem Management : Prevent problems and incidents from happening, eliminate recurring incidents and minimize the impact of incidents that cannot be prevented.
Participate in root cause analysis activities. Work with technical teams and problem managers to identify resolution tasks to address errors.
Perform data collection to support trend and root cause analysis Service Operations Management Ensure familiarity with the applications, tools, feeds, data, batch files etc that are being managed and / or supported Derive and apply strategies for resolving and solving application incidents / problems.
Apply business and required technical skill sets to resolve issue promptly and accurately. Seek early advice where appropriate Incident Management Executing all processes and operations that have the sole objective to restore production service as soon as possible and to mitigate the impact to production services and the business during an incident.
Proactively review incident data Disaster Recovery Management Support the Disaster Recovery Management on Business critical applications in the DR environment by predefined testcases and by appropriate and compliant documenting.
Basic knowledge of : Oracle SQL, Linux, Networking
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