- Ensures that the Service Operations team provides optimum service level to the business lines it supports.
- Takes overall responsibility for the resolution of incidents and problems within the team. Oversees the resolution of complex incidents. Ensure that Analysts apply the right problem-solving techniques and processes.
- Assists in managing business stakeholder relationships.
- Assists in defining and managing OLAs with relevant stakeholders.
- Ensures that the team understands OLAs and resources appropriately and are aligned to business SLAs.
- Ensures relevant Client Service teams are informed of progress on incidents, where necessary.
- Ensures that defined divisional Production Management service operations and support processes are adhered to by the team. Make improvement recommendations where appropriate.
- Prepares for and, if requested, manages steam review meetings. Makes suggestions for continual service improvement.
- Manages escalations by working with Client Services and other Service Operations Specialists and relevant functions to accurately resolve escalated issues quickly.
- Observes areas requiring monitoring, reporting and improvement.
- Identifies required metrics and ensure they are established, monitored and improved where appropriate.
- Continuously seeks to improve team performance.
- Participates in team training events, where appropriate.
- Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution.
- Mentors and coaches Production Management Analysts within the team by providing career development and counselling, as needed.
- Assists Production Management Analysts in setting performance targets; and manages performance against them.
- Identifies team bottlenecks (obstacles) and takes appropriate actions to eliminate them.
- Level 3 or Advanced support for technical infrastructure components
- Evaluation of new products including prototyping and recommending new products including automation
- Specify/select tools to enhance operational support.
- Champion activities and establishes best practices in specialist area, working to implement best of breed test practices and processes in area of profession.
- Defines and implements best practices, solutions and standards related to their area of expertise
- Builds captures and manages the transfers of knowledge across the Service Operations organization
- Fulfil Service Requests addressed to L2 Support
- Communicate with Service Desk function, other L2 and L3 units
Area specific tasks / responsibilities
- Handling Incident- /Problem Management und Service Request Fulfilment
- Analyze Incidents, which are addressed from 1st Level Support
- Analyze occurred errors out of the batch processing and interfaces of related systems
- Resolution or Workaround determination and implementation
- Supporting the resolution of high impact incidents on our services, including attendance at incident bridge calls
- Escalate incident tickets and working with members of the team and Developers
- Handling Service Request eg. Reports for Business and Projects
- Providing resolution for open problems, or ensuring that the appropriate parties have been tasked with doing so
- Supporting the handover from new Projects / Applications into Production Services with Service Transition before Go Life Phase
- Supporting Oncall-Support activities
Your skills and experience
- Service Operations Specialist experience within a global operations context
- Extensive experience of supporting complex application and infrastructure domains
- Experience managing and mentoring Service Operations teams
- Broad ITIL/best practice service context within a real time distributed environment
- Experience managing relationships across multiple disciplines and time zones
- Ability to converse clearly with internal and external staff via telephone and written communication.
- Good knowledge on interface technologies and communication protocols
- Be willing to work in DE business hours
- Clear and concise documentation in general and especially a proper documentation of the current status of incidents, problems and service requests in the Service Management tool
- Thorough and precise work style with a focus on high quality
- Distinct service orientation
- High degree of self-initiative
Skill-profile/Experience
- 5 or more years of experience of working in L2 Production Support areas.
- Production Support / ITIL / Incident Management / Problem Management / Service Management
- Knowledge in SAP functional modules (SAP CML - Loans management) possibly with production support experiences
- Hands on experience in either SAP Banking Services / SAP Functional / Bank Reconciliation / General Ledger / SAP Bank Analyzer / Bank Customer Accounts (BCA) / SAP Core Banking / SAP Financial Services / SAP Account Management / Posting Control Office / SAP FI / SAP FICO / SAP Finance / SAP Payments Engine.
- Oracle database, SQL, Unix and Automic/UC4/Control-M/AutoSys scheduling tools knowledge would be an added advantage.
- Knowledge in SAP Basis activities
- Knowledge in batch processing within SAP Systems
- Knowledge in Post Processing Offices within SAP Systems
- Knowledge to run queries or create reports within SAP Systems
- ABAP programming know how
- Experience in On call-Support activities
- Extensive analytical and process related thinking combined with creativity, independence and assertiveness, to design procedures.
- Organizational Skills (Project experience, independent working)
- Communication Skills (good verbal and written communication)
- ITIL Know How
Education/Certification
- Bachelor s degree from an accredited college or university with a concentration in Computer Science or IT-related discipline (or equivalent work experience or diploma)
- ITIL Foundation Certificate (preferred but not mandatory)
- Good knowledge on interface technologies and communication protocols
- Very strong English written & verbal skills required.
- Good language skills in German required (preferred but not mandatory)
Key Technical Competencies & Proficiency Level (1 to 5)
- Quality Management - P4 - Advanced
- Client Services - P3 - Experienced
- Process Development & Management - P3 - Experienced
- Industry Knowledge- -P3 - Experienced
- Innovation - P3 - Experienced
- Managing Complexity - P3 - Experienced
- Product Knowledge (internal & external) - P3 - Experienced
