Site Reliability Engineer

Job Description:

Job Title: Technology Service Analyst 

Location: Pune, India  

Corporate Title: Associate 

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 Provder , Enterprise Identity Provder , 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 

• 7+ years for an associate providing hands on IT support and interacting with application end users. 
• Preferred: Experience in an investment bank, financial institution or large corporation; Good Technology background. 
• Good analytical and problem solving skills. 
• Exceptional written and oral communication skills, including the ability to communicate technical information to a non-technical audience and with executive levels. 
• Understanding of ITIL / best practices for supporting a production environment 
• Preferred: ITIL v3 foundation certification. 
• Understanding of how to get things done in large organizations, where to use processes and how to build and operate a network.
• Ability to work across countries, regions and time zones with a broad range of cultures and technical capability. 

TECHNICAL COMPETENCIES 

• Proven experience of SSO ( single sign on ) technologies 
• Proven experience/expertise with Access/Authentication Manager products, preferably
• Experience in implementing SSO using OAuth and OpenIdConnect 
• Proven working experience of Enterprise Web/J2EE environment, Web/application/data layer using WebLogic,Tomcat, JBoss, Apache Server 2.x, IIS 
• Strong technical skills on Federated Identity management/SSO using SAML protocol and good experience in implementing Single Sign on using Federated identity solution 
• Technical proficiency navigating UNIX servers, running basic UNIX commands and writing / debugging shell scripts. 
• Familiar with job scheduling tools: Cron and experience with application monitoring tools, such as Geneos 
• Knowledge of web services ( SOAP based and RESTful Web services ) 
• Prior experience in L3 support along with L2 support will be preferred. 
• Specific Cloud expertise of Google GCP environments using GKE. 
• Knowledge of Forgerock Authenticaton Manager and OpenJDK LDAP server. 
• Specific experience of RedHat OpenSSO and RedHat Openshift 3 or 4. 
• Knowledge of Cloud based distributed Oracle Database (EXACC). 
• Monitoring – Knowledge of New Relic/Grafana/GeneOS. 

Education | Certification (Recommended): 

• Bachelor 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.  

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.htm

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.