L3 Support, AVP

Job Title- L3 Support, AVP

Location- Pune, India

Role Description

• At the “Service, Solutions and AI” Domain, our mission is to revolutionize our Private Bank process landscape by implementing holistic, front-to-back process automation. We are committed to enhancing efficiency, agility, and innovation, with a keen focus on aligning every step of our processes with the customer’s needs and expectations. Our dedication extends to driving innovative technologies, such as AI & workflow services, to foster continuous improvement. We aim to deliver ‘best in class’ solutions across products, channels, brands, and regions, thereby transforming the way we serve our customers and setting new benchmarks in the industry.
• As an L2 Support Engineer, you will play a pivotal role in ensuring the stability, performance, and reliability of multiple business-critical applications. You will act as the bridge between end users, L2 support, and software vendor engineering teams, ensuring timely resolution of incidents and proactive issue management.

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

• Diagnose and resolve complex technical issues escalated from L1 and L2 support, including in-depth analysis of existing processes and the underlying system landscape.
• Analyze system logs, perform root cause analysis, and implement long-term solutions to prevent recurrence.
• Act as a Subject Matter Expert (SME) for assigned applications, systems, or products, ensuring deep functional and technical understanding.
• Manage incident and problem tickets raised by stakeholders, ensuring timely resolution and clear communication throughout the lifecycle.
• Provide mentorship and technical guidance to junior team members and other support levels.
• Create and maintain comprehensive documentation, including known issues, resolution steps, and standard operating procedures.
• Develop internal technical guides and knowledge base articles to support both team operations and end-user self-service.
• Collaborate with development teams to identify, troubleshoot, and resolve software bugs or system-level issues.
• Work closely with IT Application Owners (ITAOs) to support technical deliverables and, when required, contribute to infrastructure development or support.
• Partner with cross-functional teams to provide technical insights and ensure alignment with business objectives.
• Demonstrate ownership by proactively initiating and driving L3-level tasks to completion without waiting for formal assignment.
• Communicate complex technical information effectively to non-technical stakeholders.
• Monitor system performance and reliability, implement preventive measures, and update monitoring configurations as needed.
• Administer and maintain monitoring tools (e.g., NewRelic, Geneos) and manage application job scheduling tools.
• Handle certificate renewals to ensure uninterrupted application functionality and compliance.
• Execute SQL and shell scripts upon business request, ensuring accuracy and auditability.
• Automate repetitive manual tasks using tools such as Ansible to improve operational efficiency.
• Participate in disaster recovery (DR) drills, system upgrades, patching, and other maintenance activities.

Your skills and experience

• Experience in Technical Issue Resolution: At least 9+ years of experience diagnosing and resolving complex technical issues escalated from L1 and L2 support levels.
• System Monitoring and Analysis: Analyze system logs, monitor system health using tools, conduct root cause analysis, and implement solutions.
• Unix/Linux and Oracle Expertise: Proficiency in Unix/Linux operating systems and Oracle Database management.
• Windows Server and MS SQL Expertise: Proficient in managing and troubleshooting Windows Server environments and working with MS SQL Server for configuration, maintenance, and Database Management.
• SQL Proficiency: Strong command of SQL for querying, performance optimization, data analysis, and database management tasks.
• Shell Scripting (Linux and PowerShell): Proficient in developing and maintaining automation scripts using Linux shell scripting and Windows PowerShell for system administration, task automation, and operational efficiency.
• Certificate Management (SSL, TLS and Device Certificates): Experienced in managing SSL, TLS certificates and handling IEEE 802 device certificates for secure communication and authentication across systems.
• Networking Fundamentals: Knowledgeable in networking concepts and protocols, with practical experience in configuring and troubleshooting network-related issues in enterprise environments.
• Middleware and Tool Proficiency: Excellent knowledge of Unix/Linux, Webservices, messaging systems (JMS/MQ), and ticketing tools like ServiceNow.
• ITIL Process Knowledge: Familiarity with incident management, problem management, and handling service requests raised by business stakeholders.
• Application and Batch Processing: Experience with batch processing, application servers (Tomcat/Apache HTTPD), testing, and debugging.
• Monitoring and Scheduling Tools: Excellent knowledge of monitoring and scheduling tools; familiarity with UCD and BitBucket is a plus.
• Change Management Ownership: Ability to create and manage ServiceNow change tickets from initiation to production implementation with proactive ownership.
• DevOps and Collaboration Tools: Hands-on experience with DevOps tools and CI/CD pipelines including JIRA, Confluence, GIT, and BitBucket.
• System Housekeeping: Workable knowledge of housekeeping activities such as garbage collection and cache clearing.
• Troubleshooting and Analysis: Strong troubleshooting capabilities paired with solid analytical skills.
• Cloud Platform Exposure: Experience with cloud platforms, preferably GCP, though not mandatory.
• Unix/Linux Proficiency: Strong command over Unix/Linux systems including shell scripting and command-line operations.
• Analytical Thinking: Excellent analytical and conceptual thinking abilities.
• Agile Team Collaboration: Demonstrated independence and initiative in agile delivery teams.
• Cloud Architecture Understanding: High-level understanding of cloud models (IaaS, PaaS, SaaS) and ability to meet tight deadlines.
• CI/CD Pipeline Development: Skilled in using GitHub CI, Jenkins, TeamCity, Ansible, and building CI/CD pipelines.
• Source Control and Monitoring Tools: In-depth knowledge of source control systems (GitHub, BitBucket) and monitoring tools like Prometheus, Grafana, Geneos, AppDynamics, and New Relic.
• Infrastructure as Code: Familiarity with Infrastructure as Code tools like Terraform and relational databases.
• Enterprise Development Exposure: Basic experience in delivering quality code in enterprise-scale environments with exposure to cloud security and operations.
• Financial Services Domain Knowledge: Practical knowledge gained in Financial Services environments and database systems.
• Educational Qualification: Holds a bachelor’s degree in computer science or an equivalent field.
• Distributed Team Experience: Experience working with distributed development teams across Europe (Germany and Romania) and India, with familiarity in SDLC.
• Communication Skills: Excellent written and verbal communication skills across all levels, including senior management.

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.htm

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.