Job Description: Job Title: Client Implementation Analyst
Corporate Title: Associate
Location: Bangalore, India
Role Description
The Technical Support role is to on-board clients into various Corporate Bank platforms by
- Providing technical / functional support for End-to-End customer testing,
- Validation of financial message format for customers & the bank in Production & Test environments, focussing on XML, CSV, iDoc, EDIFACT,
- Monitoring of Certificate expiry, Coordinate Certificate Renewal between Client and L2/Productions, Coordination and execution of setup change,
- Level1 support for clients call / queries to resolve them by initiating queries within Deutsche Bank s organization, and revert with a final response.
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
- Manage a portfolio of client projects and end to end implementation of mandates. Working closely with the Sales team in understanding client requirements for products / services / solutions towards managing post-sales relationship with customers
- Executing Service Level Agreements and other product-specific documentation requirements with customers
- Coordinating with the Operations team for smooth start-up of services
- Manage team and support them on training / Knowledge sharing.
- Be part of the agile team as an Implementation Owner to deliver the product build to support the business growth and strategy.
- Implementation of cash management solutions that include Electronic Banking/ ERP interfaces / Host-to-Host connectivity / Services, Payables, Receivables and Liquidity Management.
- Supporting existing customers on cash management platforms and back-office administration relating to cash management solutions.
- Act as contact person (entry point) for client s (internal and external) technical support across all involved Deutsche Bank areas and coordinate communication to client.
- Initiates and coordinates the technical investigation within the Global Implementation & Service organization, follow-up with customer as agreed, escalate, if necessary, provides final feedback to the customer.
- Analyze and deal with complaints from internal and external clients, to ensure that the original Deutsche Bank commitment is accomplished, and the client satisfaction and loyalty is restored.
- Discussion with Implementation Managers/Customers on connectivity requirements for Host-Host and API solution
- Understanding the various communication Protocols and API (Application Programming Interfaces) supported by the application and suggest the suitable solution.
- Sending the required set-up forms and verify once received.
- Analyze and resolve connectivity issues as part of customer testing (including understanding of LOG-files)
- Coordinate with Infra. teams on Firewall opening request/UNIX user creation for customers to connect.
- Understand various financial message / transaction file formats (especially XML) to be tested for compatibility with bank s systems.
- Production cut-over activities to be handled and provide all technical and functional parameters as part of Change Request to production team and get all necessary approvals.
- Coordinate the set-up of clients/accounts in production environment.
- Perform production set-up verification.
- Perform hand over procedures to Production Management Team
- Support Penny Testing along with Production Management/Implementation Manager and customers.
- Plan, document, track and manage the Client Adoption requests and discuss the priorities when the demand exceeds capacity.
- Perform server maintenance sanity checks.
- Coordination of Testing activities with multiple back-end application teams
- Conduct regular calls with Implementation Managers on regular basis.
- Support all regions including US/AP/EU in various shift.
- Raise PKI certificate request and provide the public certificate chain to customers.
- Receive and validate all signed forms from customers (PKC and CSR confirmation)
- Solve production issues as part of API and DBDC L1 and/or coordinate with respective L2/L3-Teams in 24/7 mode.
Your skills and experience
Hands-on experience in Cash / Trade / Custody Application Support
- Hands-on experience in UNIX
- Hands-on experience in various communication Protocols (SFTP, AS2, HTTPS, FTPS, etc.)
- Hands-on experience with Core Java
- Hands-on experience in Oracle
- Hands-on experience in Firewall opening & networks.
- Hands-on experience in various file / message formats
- Knowledge on various compression, encryption techniques
- Knowledge on SSL and SSH authentication
- Knowledge on Web methods
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.
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