Production Specialist, AS

Job Title: Production Specialist, AS

Location: Pune, India

Role Description

• Our organization within Deutsche Bank is AFC Production Services. We are responsible for providing technical L2 application support for business applications.
• The AFC (Anti-Financial Crime) line of business has a current portfolio of 35+ applications and we are in the process of transforming our landscape using Google Cloud and many new technology offerings.
• As an Assistant Vice President, your role as a Change and Process Manager is pivotal in driving the successful adoption of organizational change initiatives and optimizing operational processes within AFC Production Services. You will achieve this by applying structured change management methodologies and process improvement frameworks.
• This role ensures stakeholders are engaged, equipped and supported throughout the change journey, while also identifying, designing and implementing efficient processes to maximize value realization and enhance application stability and performance.

Deutsche Bank’s Corporate Bank division is a leading provider of cash management, trade finance and securities finance. We complete green-field projects that deliver the best Corporate Bank - Securities Services products in the world. Our team is diverse, international, and driven by shared focus on clean code and valued delivery.  At every level, agile minds are rewarded with competitive pay, support, and opportunities to excel. 

You will work as part of a cross-functional agile delivery team. You will bring an innovative approach to software development, focusing on using the latest technologies and practices, as part of a relentless focus on business value. You will be someone who sees engineering as team activity, with a predisposition to open code, open discussion and creating a supportive, collaborative environment. You will be ready to contribute to all stages of software delivery, from initial analysis right through to production support.

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

Change Management Focus

• Lead the planning and execution of change management strategies and plans for key initiatives, especially those related to cloud adoption (Google Cloud) and new technology implementations within AFC Production Services along with On-premise applications.
• Conduct comprehensive change impact assessments to identify potential risks, challenges and opportunities associated with new processes, systems and organizational shifts.
• Engage stakeholders at all levels, building strong sponsor coalitions and fostering a culture of collaboration and buy-in for change initiatives.
• Lead and oversee the Problem Management process end-to-end, ensuring timely identification, classification, root cause analysis and resolution of recurring incidents and underlying issues to prevent future occurrences.
• Drive continuous improvement of Problem Management methodologies leveraging ITIL best practices and aligning with the evolving technology landscape of AFC Production Services.
• Act as a key stakeholder and subject matter expert for ServiceNow, particularly in how it supports and enhances IT Service Management (ITSM) processes like Incident, Problem, Change and Service Request Management.
• Collaborate with ServiceNow platform teams to define requirements, evaluate new features and ensure optimal configuration and utilization of the platform to meet the needs of AFC Production Services.
• Champion the effective use of ServiceNow across AFC Production Services, promoting best practices, developing dashboards/reports for performance monitoring and identifying opportunities for automation and efficiency gains within the platform.
• Design and deliver targeted communication plans to ensure clear, consistent and timely information flow to all affected parties, managing expectations and addressing concerns.
• Develop and implement robust training programs to equip end-users and support teams with the necessary skills and knowledge to adapt to new systems and processes.
• Monitor adoption metrics, gather feedback and report progress to leadership, identifying areas for improvement and refining change strategies as needed.
• Integrate change management activities seamlessly into overall project delivery frameworks, ensuring that change considerations are embedded from inception to closure.

Process Management Focus:

• Analyse existing operational processes within AFC Production Services (e.g., Incident Management, Problem Management, Change Management, Service Request Fulfilment, Knowledge Management, SRE practices) to identify inefficiencies, bottlenecks and areas for improvement.
• Define, design and implement optimized processes that enhance operational efficiency, reduce risk and improve the overall stability and performance of AFC applications.
• Develop and maintain process documentation, standards and guidelines to ensure consistency and adherence across the team.
• Define and track key performance indicators (KPIs), Service Level Agreements (SLAs) and operational metrics to measure the effectiveness of processes and application stability, driving continuous improvement.
• Utilize and champion JIRA as a key tool for tracking, managing and reporting on change initiatives, process improvements, incidents, problems and service requests within AFC Production Services.
• Collaborate with teams to define and optimize JIRA workflows and configurations to ensure alignment with defined processes (e.g., Change Management, Problem Management, Incident Management) and to enhance operational efficiency and data integrity.
• Develop and maintain JIRA dashboards and reports to provide actionable insights into process performance, change adoption, project progress and team productivity, presenting these findings to leadership and stakeholders.
• Lead post-mortem and root cause analysis (RCA) activities for significant incidents, applying ITIL standards to identify systemic issues and implement preventive measures.
• Drive service resilience by implementing Site Reliability Engineering (SRE) principles across our operations, focusing on proactive monitoring, automation and operational efficiency improvements for robust application support.
• Ensure regulatory and compliance adherence in all processes, managing audits, access reviews and security controls in line with organizational policies and banking standards.
• Weekend on-call coverage needs to be provided on rotational/need basis.

Leadership & Support:

• Provide strategic oversight and guidance to the L3 and Release Management teams supporting applications globally, fostering a culture of continuous improvement and operational excellence.
• Build up technical subject matter expertise on the critical applications, change initiatives and incident management processes being supported.
• Act as a subject matter expert and consultant on complex BAU (Business As Usual) operations, changes, incidents and service requests for respective applications, guiding technical teams.
• The candidate will have to work in shifts as part of a Rota covering APAC and EMEA hours between 07:00 IST and 11:00 PM IST (2 shifts). In the event of major outages or issues we may ask for flexibility to help provide appropriate cover.
• Weekend on-call coverage needs to be provided on rotational/need basis.

Your skills and experience

• 7-12 years of experience in IT, with a significant portion in application support, change management, or process improvement roles.
• Proven experience in leading and managing IT teams, including vendor teams providing 24x7 support.
• Strong expertise in Change Management frameworks and practical application of change methodologies.
• Demonstrable experience in process analysis, design and optimization, ideally within an ITIL-aligned environment.
• Extensive experience with JIRA, including defining workflows, configuring issue types, managing dashboards and generating reports for project, change and incident management.
• Proficiency in leveraging JIRA for agile project management methodologies (e.g., Scrum, Kanban) and for tracking the lifecycle of IT service management processes.
• Demonstrated expertise in Problem Management processes, including strong analytical skills for root cause analysis (RCA) and the ability to implement effective preventive measures.
• Proven experience with ServiceNow as an IT Service Management (ITSM) tool, including understanding of its modules (Incident, Problem, Change, CMDB) and its application in optimizing IT operations.
• Deep understanding of ITIL v3/v4 principles covering Incident Management, Problem Management, Change Management, Service Request Fulfilment and Knowledge Management. (Preferred: ITIL v3 foundation certification or higher).
• Familiarity with various change management tools and techniques for communication, training and stakeholder engagement.
• Strong analytical mindset for measuring adoption and impact of changes and process effectiveness.
• Preferred: Team lead role experience, Experience in an investment bank, financial institution.
• Bachelor’s degree from an accredited college or university with a concentration in Computer Science or IT-related discipline (or equivalent work experience/diploma/certification).
• Knowledgeable in cloud products like Google Cloud Platform (GCP) and Kubernetes and hybrid applications.
• Strong communication, influencing and negotiation skills, with the ability to engage effectively with diverse stakeholders.
• Understanding of RTB (Run-The-Bank) processes and functions from a Transaction Monitoring (TM) and Screening perspective.
• Strong understanding of digital dependencies and interconnectedness between business processes.
• Ability to create a comprehensive change management framework, identify key workstreams and their elements and build out detailed plans.
• Proficiency in stakeholder mapping, identifying roles and responsibilities (e.g., RACI/RASCI matrix) and building effective stakeholder engagement plans.
• Ability to build and implement an effective governance plan, perform thorough change impact assessments and provide actionable reporting to leadership.
• Project management skills for overseeing change workstreams with clear milestones and deliverables.
• Ability to proactively identify change-related risks and define effective mitigation strategies.

Behavioural Competencies

• Strategic thinking and problem-solving, with a focus on delivering sustainable solutions.
• Collaborative and team-oriented approach, fostering strong working relationships.
• Resilience and adaptability in dynamic and fast-paced environments.
• Customer-centric mindset with a focus on delivering value and positive user experience.

Skills That Will Help You Excel

• Strong written and oral communication skills, including the ability to communicate complex technical and process information clearly to both technical and non-technical audiences.
• Proven experience in leading L2/L3 support teams, including managing vendor teams and offshore resources.
• Ability to train, coach and mentor team members and understand where each technique is best applied.
• Experience with GCP or another public cloud provider in a production or application build context.
• Experience in an investment bank, financial institution, or large corporation using enterprise hardware and software.
• Knowledge of Actimize, Mantas and case management software is good to have.
• Working knowledge of Big Data – Hadoop/Secure Data Lake is a plus.
• Prior experience in automation projects and driving efficiencies through scripting (e.g., Python, Shell, Ansible) is highly desirable.
• Strong stakeholder management skills ensuring seamless coordination between business, development and infrastructure teams.
• Ability to manage high-pressure issues, coordinating across teams to drive swift resolution and post-incident process improvements.
• Strong negotiation skills with interface teams to drive process improvements and efficiency gains.

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.html

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.