Service Management Analyst

Position Overview

Job Title- Service Management Analyst

Location- Pune, India

Role Description

The Level 2 Incident Manager role is part of the Global Incident Management Function within Group Technology Production business unit.

Global Incident Management provide a follow the sun 24/7/365 support to manage and co-ordinate Major Incidents (Priority Critical, Priority 1 and Priority 2 and Priority 3 Critical)

Incident Management Level 2 - Primary focus is to manage Major Incidents to resolution

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

• Executes the Incident Management process tasks in adherence with Key Operating Procedures and Working Instructions
• Acts as a direct escalation point for Incidents from the Incident Mgmt. Support Team
• Provide Global Incident Management presence in the Command Centre as and when requested
• Ascertains and confirms the full business impact related to Incidents
• Manages Severity Critical, Severity 1 and Severity 2 Incidents
• Undertake all communications related to management of Incidents and resolving conflicts
• Co-ordinating global conference calls to investigate and diagnose Incidents and drive resolution
• Identifying and documenting key risks/process issues or concerns observed during the management of the Incident for handover to Problem mgmt
• Interfaces with key stakeholders in a highly pressurised environment, with the ability to engage individuals across a range of backgrounds and levels of seniority.
• Supporting the continuous Service Improvement Programme

Your skills and experience

• Ability to listen and understand without interruption
• Calm, controlled and level headed, rational, especially in stress situations
• Good understanding of banking business
• Negotiation & conflict resolution
• Objective and decisive
• Integrity, trust & fairness
• Strong communication skills, written and verbal
• Analysis & problem solving
• Ability to arbitrate at all levels of the organisation
• Relationship building
• Customer & Service Orientation
• Business & Product knowledge
• Technology knowledge & expertise
• Openness to innovation & change
• ITIL Foundation/Practitioner in Incident Management
• Acceptance to work over hours and weekends in an On Call capacity
• Experience of managing Global Teams
• The Incident Manager will be able to work well under pressure, and deal with demanding stakeholders across the business.
• Deep process understanding of Incident Management
• Ability to manage senior stakeholders

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:

We strive for a in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively.
Together we share and celebrate the successes of our people. Together we are Deutsche Bank Group.
We welcome applications from all people and promote a positive, fair and inclusive work environment.