Global Markets Technology - Production Support Specialist - Associate\/ AVP

  • Competitive
  • Singapore
  • Permanent, Full time
  • Deutsche Bank APAC
  • 17 Nov 17 2017-11-17

Global Markets Technology - Production Support Specialist - Associate\/ AVP


Our technology teams are responsible for the bank's entire information technology infrastructure. They develop and maintain the software required to support the bank's business. The teams work closely with the businesses and other infrastructure units to modernise the bank's IT systems to reduce complexity, risk and enable business growth.

With award-winning mobile banking apps and trading systems, our technology helps Deutsche Bank deliver high-quality products to clients. We make sure that the phones and computers work and that emails are delivered – but we also develop solutions that help our people share their knowledge, expertise and passion for our business.

Deutsche Bank sees itself as a technology-driven company that can gain market share with new, cutting-edge ideas. The ambition is to be a leader in the area of digitalisation.
We are making investments into digital technology across all businesses to enhance the client experience, harness the power of data, and strengthen efficiency and controls by increasing automation. We are also collaborating with external partners such as start-ups, FinTechs, and technology specialists worldwide to discover and implement innovative solutions for our clients.

Deutsche Bank has become one of the first financial institutions to establish a professional research and development department, including capabilities such as four innovation labs and the digital factory in Frankfurt.
Join us here, and you'll constantly be looking ahead. We'll look to you to capitalise on new technological trends that can reshape our business and deliver value for our clients, whilst still meeting the demands of customers, regulators and the markets.

Position Overview

The Service Management Analyst acts as a hands-on technician executing several tasks in relation to the required services within the Service Management environment. The Service Management Analyst role supports the respective functional teams and provides expertise and assistance to ensure effective services are provided by Service Management.

Reporting to the Rates and Credit Singapore Support Manager, the role will need the candidate to investigate and resolve user and system generated issues across all the current Production systems in a timely manner, both for local & global users & systems, in order to reduce and manage the impact of system issues affecting the relevant Business Units – Front Office, Middle & Back Office. The team provides an end to end support service for Rates and Credit FO and MO users with primary focus on Rates and Credit trading desk in Singapore and 9 other neighbouring locations in Asia. The team is also part of the global team working with follow-the-sun model supporting global application systems in Rates and Credit business.


Primary activities are: -

  • Primary responsibility is to provide first and second line application support of Fixed Income Products
  • Cover Rates and Credit front and middle office applications
  • Incident Management
  • Problem Management
  • Change Management
  • Relationship Management
  • Continual Service Management Process Improvement
  • Disaster Recovery Planning & Testing

Incident Management

• Handle locally raised high priority incident tickets and ensure that affected users are informed as to resolution, (updating knowledge base as appropriate). This will involve supporting our applications on the trading floor, so experience of supporting Front Office users is required

• Handle escalated incident tickets and work with members of the team and developers

• Support the resolution of high impact incidents on our services (including attendance at incident bridge calls)

• On-call support will be required on a rota basis both during the week and on weekends

Problem Management

• Ownership of problem tickets that have been raised for your application set

• Provide resolution for open problems or ensure that the appropriate parties have been tasked with doing so

Change Management

• Review upcoming changes. Coordinate with various technology teams to ensure business readiness post changes.

Relationship Management

There is a significant amount of relationship management involved in this role and post holders are expected to work with: -

• Front, Middle, and Back Office users

• Global Rates/Credit Technology onshore & nearshore Service Level Support/ Development teams

• Various Technology teams across functions

Therefore, strong verbal and written English skills are required.

Continual Service Management Process Improvement & Reporting

In the area of service quality and management, the role will involve;
  • Identify process improvements in the regional and global support models and assist in implementation
  • Communicate outages to business and IT teams
  • Work with project managers on the introduction and supportability of new services and systems
  • Produce MI on the overall quality of services
  • Follow up and resolve issues of poor service quality

Disaster Recovery Planning & Testing
  • Work with the appropriate internal teams to ensure all Rates IT services are appropriately tested each year and that documentation is up to date

  • Bachelor Degree from an accredited college or university with a concentration in IT or Computer Science related discipline (equivalent diploma or technical faculty)
  • ITIL V3 foundation certification (preferred)
  • Min. 2 years in IT / Application Support in financial services


Strong technical knowledge in the disciplines mentioned below are a pre-requisite, as well as excellent analytical reasoning and practical decision making, combined with an ability to communicate across a broad range of business functions and at all levels of the organisation.

Strong background in using SQL and EXCEL

• Hands on and proficient with UNIX / LINUX commands

• Front Office application support experience, with preference in Fixed Income space

• Experience with real-time pricing and risk systems would be an advantage

• Good knowledge of electronic financial markets. Knowledge in Connectivity and Messaging Protocol is desirable. Subject Matter Expert (SME) knowledge in trading applications is desirable.

• Experience with real-time pricing and risk systems would be an advantage

• Able to drive and handle project regionally / globally

Significant experience in an application support role in a dynamic financial services environment is a necessity for this role, there is often a great deal of urgency associated with resolving incidents and candidate needs to be able to prioritise proactively when resource conflicts arise. As stated previously, experience of supporting applications in a trading floor environment is required.

• Temperament to work independently under pressure in a fast moving production environment

• Confident in dealing with senior members of Front office, other business functions and IT management

• Good communication skills – ability to liaise with both Business and IT users in a clear manner

• Strong problem ownership skills and attitude

• Proactive and ability to identify and implement process improvement initiatives

Deutsche Bank offers a challenging and rewarding career where your contribution is valued and rewarded. We have an inclusive and friendly working environment coupled with excellent facilities and benefits.

Deutsche Bank is an equal opportunity employer who seeks to recruit and appoint the best available person for a job regardless of marital status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability.