Operation Services Specialist

Role Description - Summary:

The Branch Technology Application Service Analyst is managing a portfolio of local Pakistan applications mainly mandated by local government along its complete application lifecycle to ensure application availability as well as control compliance with DB’s IT specific standard and policies.

Responsibilities/Activities:

• Act as ITAO/ITAO delegate for local applications and TISO support management of ITAO aspects across the application cluster (where applicable)
• Prepare & implement remediation plans against reported issues
• Coordinate and orchestrate respective UAT activities
• Review changes in infrastructure & application services to ensure uninterrupted service availability for business
• Manage network Firewall rules to ensure compliance with organizational policies for local applications
• Plan & implement Disaster Recovery for application & services to ensure high availability and resilient IT platform for business as per RTO & RPO requirement
• db_RACE in place, remediation actions been treated in line with central db_RACE support team. db_track items opened to manage gap mitigation
• Support and manage any centrally driven CIO initiative according to L2 App Svc TL guidance
• Active management of ITAO Book of Work based on Control Work Bench open Jira features
• NAR data up-to-date
• Manage Application related 3rd parties and related IT contracts, ensuring agreed Service Levels are inline with contractual obligations
• Pro-active management and trouble shoot application portfolio in scope for UAT/PRD/DR environments.
• Overlook all ITSM aspects (Incident, Problem, Change, Capacity, Knowledge) for in scope application portfolio
• Overlook and manage all related service now queues to avoid long running tickets and ensure ticket are being correctly treated by support team (usable data captured within the tickets)
• Identify recurring issues and get them addressed and resolved (SME or Vendor involvement)
• Ensure required Application documentation in place and up-to-date (relevant info at hand in case deputy need to take over, audit, etc….)
• Involve local Application service lead in case of issues or troubles
• Ensure Global Incident Management engagement and active participation during Incident Management Bridge for service outages P3crit and higher
• Support local Audit
• Support and oversee audit field work as required
•  Were needed contribute to action plan implementations in time and quality
• Close collaboration with local End User Support team Karachi and Lahore
• End-to-end management of standalone PC environment
• Foster close collaboration with EUC team
• Coordinate with key stakeholders such as
• Chief Security Office
• Regulator
• Compliance
• Chief Operating Officer
• Business Managers for new Projects / to address issues.

Experience/Exposure:

• 8-10 years’ experience in IT in large corporate environments
• 5 or more years’ experience in Service Support Business (Banking IT preferred)
• 3 or more years’ experience and technical SME in application operation L2 function
• Experience in Application Operation L3 function preferably involving 3rd party solution provider
• Financial / Technology industry or Trade experience
• Capability to interact successfully in a global, multi-vendor, multicultural environment
• High level of customer awareness and commercial focus
• Clear and concise communicator
• Ability to obtain results through influence
• Foster collaborative work and partnering in problem solving and solutions

Education/Certification:

• Bachelor Degree from an accredited college or university with a concentration in IT or Computer Science related discipline (or equivalent work experience or diploma)
• ITIL V3 Foundation Certification
• Project Management certification of advantage

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.