Assistant Vice President - Technology Service Specialist

Deutsche Bank; Pune District; On-site; INR 4,000,000 - 7,000,000; Full time

Benefits offered by this job

Leave policy

Parental leave

Childcare reimbursement

Certification sponsorship

Employee Assistance Program

Health insurance for you and depend»

Life Insurance

Job summary

Deutsche Bank in Pune invites an experienced Technology Service Specialist, AVP to ensure continuous availability and performance of the DB AI assistant platform. You will serve as the primary escalation point for L1 support, drive incident resolution, and mentor the regional L2 team.

The role requires deep knowledge of the DB Butler architecture and collaboration with development teams, governance of SLAs, change management, and post-mortems. Shift-based coverage across EMEA hours may apply.

Qualifications

• 10+ years hands on IT support experience.
• Strong analytical and problem-solving skills.
• Excellent written and oral communication, able to convey technical info to non-technical and exec levels.
• ITIL foundation certification preferred.
• Experience in a financial institution or large corporation preferred.
• Experience with cloud-based applications preferred.
• Ability to work across countries, regions, and time zones.

Responsibilities

• Monitor production systems for performance, availability, and anomalies.
• Troubleshoot and resolve issues related to AI Assistance app, APIs, or infrastructure.
• Collaborate with development teams for bug fixes and enhancements.
• Provide application support by handling BAU incidents/emails/alerts.
• Act as escalation point for Level 1/2 support.
• Report issues to senior management and drive resolution.
• Mentor regional L2 team to ensure readiness.
• Define and maintain procedures, SLAs, and knowledge base.

Skills

IT support

Problem solving

Technical communication

ITIL knowledge

Cloud platforms

Tools

Google Cloud Platform (GCP)

Oracle

PostgreSQL

CX Studio

GitHub Actions

GitHub

Job description

Technology Service Specialist, AVP Job Description: Job Title: Technology Service Specialist, AVP Location: Pune, India

Role Description

The L2 Specialist for AI Voice assistant Support is a critical role responsible for ensuring the continuous availability, stability, and optimal performance of the DB AI assitant platform. This individual acts as the primary escalation point for L1 support, driving detailed incident resolution, problem management, and proactive monitoring to maintain a robust production environment. The role requires a deep understanding of the DB Butler application architecture, underlying technologies, and operational processes within Deutsche Bank.

What we offer you

• 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

• Monitor production systems for performance, availability, and anomalies.
• Troubleshoot and resolve issues related to AI Assistance app, APIs, or infrastructure.
• Collaborate with development teams for bug fixes and enhancements.
• Provide application support by handling and consulting on BAU, Incidents/emails/alerts for the respective applications.
• Act as an escalation point for user issues and requests and from Level 1/L2 support.
• Report issues to senior management.
• Manage and mentor regional L2 team to ensure the team is up to speed and picks up the support duties.
• Gain detailed knowledge of all business flows, the application architecture, and the hardware configuration for supported applications.
• Define, document, and maintain procedures, SLAs, and knowledge base to support the platforms to ensure consistent service levels are achieved across the global support team.
• Build and maintain effective and productive relationships with the stakeholders in business, development, infrastructure, and third‑party systems / data providers.
• Manage incidents through resolution, keeping all stakeholders abreast of the situation and working to minimize impact wherever possible.
• Conduct post‑mortems of incidents and drive relevant feedback into Incident, Problem and Change management programs.
• Facilitate coordination across L1/L2 and L3/Engineering teams to investigate and resolve an ongoing infrastructure/platform or application issue impacting multiple business lines.
• Drive the development and implementation of the tools and best practices needed to provide effective support.
• Collaborate with and deliver initiatives and install these initiatives to drive stability in the environment.
• Assist in the process to approve all new releases and production configuration changes; ensure development includes all necessary documentation for each change and conduct post‑release testing where required.
• Perform reviews of all open production items with the development team and push for updates and resolutions to outstanding tasks and reoccurring issues.
• Regularly review and analyze service requests and issues that are raised; seek to improve the process and remove reoccurring tasks where possible.
• Perform reviews of existing monitoring for the platform and make improvements where possible.

Your skills and experience

• 10+ years hands on IT support and interacting with application end users.
• Good analytical and problem‑solving skills.
• Exceptional written and oral communication skills, including the ability to communicate technical information to a non‑technical audience and at executive levels.
• Understanding of ITIL / best practices for supporting a production environment.
• Preferred: ITIL v3 foundation certification.
• Preferred: Experience in a financial institution or large corporation; good technology background.
• Preferred: Prior experience working in cloud‑based application.
• Understanding of how to get things done in large organizations, where to use processes and how to build and operate a network.
• Ability to work across countries, regions, and time zones with a broad range of cultures and technical capability.

Technical competency

• Technologies: Hands‑on experience with Google Cloud Platform (GCP), Oracle, Postgres SQL, CX Studio
• Proficiency in configuring and managing Google Observability tools (Cloud Monitoring, Logging, and Error Reporting).

DevOps Tools

• Expertise in GitHub Actions for CI/CD pipelines.
• Experience with GitHub for version control and collaboration.

The candidate will have to work in shifts as part of a Rota covering EMEA hours and in the event of major outages or issues we may ask for flexibility to provide appropriate cover.

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