CSO ISPS Identity & Authentication Service Operations Specialist L2, AVP

This job is with Deutsche Bank, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Position Overview

Role Description
We ( TDI/CSO/ISPS– Authentication ) are part of the Technology Data and Innovation group – Chief Security Office responsible for providing technical application support for authentication platforms used by several lines of business, utilizing a follow the sun support model. The ISPS-Authentication line of business has a current portfolio of 12+ global critical authentication platforms. Being at the forefront of supporting these applications our team also works closely with the front to back business teams on a daily basis within a fast paced dynamic environment.
ISPS-Authentication domain provides production support for the banks strategic on platforms such as Web Single Sign on, Cloud Identity Provider , Enterprise Identity Provider ,  One Time Password (OTPS) , MFA Gateway and LDAP directory services.

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
Provide application support by handling and consulting on BAU, Incidents/emails/alerts for the respective applications.
Act as an escalation point for user issues and requests and from Level 1/L2 support.  Report issues to senior management.
Manage and mentor regional L1/L2 team to ensure the team is upto speed and picks up the support duties.
Gain detailed knowledge of all business flows, the application architecture and the hardware configuration for supported applications.
Define, document and maintain procedures, SLAs and knowledge base to support the platforms to ensure consistent service levels are achieved across the global support team.
Build and maintain effective and productive relationships with the stakeholders in business, development, infrastructure and third party systems / data providers.
Manage incidents through to resolution, keeping all stakeholders abreast of the situation and working to minimize impact wherever possible.
Conduct post-mortems of incidents and drive relevant feedback into Incident, Problem and Change management programs.
Facilitate coordination across L1/L2 and L3/Engineering teams to investigate and resolve an ongoing infrastructure/platform or application issue impacting multiple business lines.
Drive the development and implementation of the tools and best practices needed to provide effective support.
Collaborate and deliver on initiatives and install these initiatives to drive stability in the environment.
Assist in the process to approve all new releases and production configuration changes; ensure development includes all necessary documentation for each change and conduct post-release testing where required.
Perform reviews of all open production items with the development team and push for updates and resolutions to outstanding tasks and reoccurring issues.
Regularly review and analyze service requests and issues that are raised; seek to improve the process and remove reoccurring tasks where possible.
Perform reviews of existing monitoring for the platform and make improvements where possible.
The candidate will have to work in shifts as part of a rota covering APAC and EMEA hours between 06:30 IST and 10:30 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
10+ years for an AVP providing hands on IT support and interacting with application end users.
Preferred:  Experience in an investment bank, financial institution or large corporation;
Good Technology…