L3 Application Support Lead

Deutsche Bank has been present in Romania since 1998. It delivers tailor-made products and solutions in Corporate and Investment Banking and Transaction Banking to its corporate and institutional clients as well as Private Wealth Management to private clients.

Deutsche Bank is the leading German bank. Its CEE franchise consistently wins the #1 Bank in CEE accolade (Euromoney).

As an L3 Application Support Lead your main purpose is:
 To manage and provide leadership and direction to application L3 support staff
 To manage and own the incident, problem and knowledge management process for the applications in scope.
 To effectively lead the transition for the on-board new applications into the DB support model, be it as a result of internalizing the L3 support organization and off-boarding vendors or of a new application being released into production.

As an L3 Application Support Lead your skills will include:

o Experience leading technical support teams;
o 3+ years’ experience in a hands-on application support lead/manager role, with a total of 5+ years’ experience in a technical environment;
o Experience in Problem and Incident Management while working in an ITIL environment (ITIL certification holders preferred);
o Experience with supporting multi-tier infrastructures along with supporting Java applications and an understanding of web technology;
o Knowledge and previous work experience using Jira and ticketing systems (ServiceNow, Remedy);
o Desirable: previous experience with Oracle and MS Sql;
o Technical degree/qualification in Computer Science or related field;
o High proficiency in English;
o Strong interpersonal and communication skills with a proven ability to communicate with senior executives.

As a L3 Application Support Lead your main responsibilities will involve:

Application support (60%):

o Managing and owning the incident, problem and knowledge management processes for the applications in scope, while acting as service manager.
o Developing, coordinating and promoting the effective functioning of problem management activities across all support teams.
o Leading and prioritizing the Application Support team’s work load.
o Providing input to application/infrastructure scalability.
o Interacting with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems.
o Designing appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis.
o Maintaining application monitoring, performance tuning and testing.
o Providing 3rd line Application Support on complex internally and externally devo Ensuring there are robust procedures and processes within the application support function remit.
o Providing timely and export advice on emerging trends and issues affecting Service Delivery and Support. Developing strategies to allow Application Support to manage resultant problems.

 Transition management (20%):

o Acting as the transition manager for on-boarding new applications to the DB support model. This includes managing the plans and execution from creating the support organization to capturing the knowledge and securing an effective knowledge transfer.

Personal and team development (20%):

o Sharing / spreading knowledge with team members as well as internal teams.
O being pro-active in maintaining and increasing the teams and your own technical knowledge, by identifying training needs or requirements for yourself individually and for the team.
o Coaching and developing team members.eloped applications.

What you’ll get in return:
 Enterprise-grade, complex platforms and projects to work on.
 World class support and resources.
 Exceptional rewards and benefits.
 A truly diverse global culture.