Production Support Analyst

Technology, Data & Innovation (TDI) The department is responsible for the stability of the applications. Incident Management and Problem Management are the main processes that account for the required stability. In-depth application knowledge and understanding of the business processes that the applications support are our main assets.

The main tasks of Production Specialist are monitoring and tracking activities, analyzing issues, supporting the resolution of issues and conflicts, and preparing reports and meetings. The Production Specialist has knowledge of and experience in all relevant tools used in the Service Management environment.

Service Operations Management

The Technology Service Analyst with focus on Service Operations will be responsible for undertaking Service Operation support activities including run book, incident and problem resolution where these have been assigned.

Responsibilities:

• Undertake start of day, intra-day, end of day and end of period procedures as defined in the Service Operations run book to ensure that production configuration items deliver required services
• Ensure familiarity with the applications, tools, feeds, data, batch files etc that are being managed and / or supported
• Maintain a thorough understanding, sufficient to meet target Service Level Agreements, of the knowledge required to provide effective technical support (including understanding of market feeds, reference data problems, batch processes, system interfaces, business rules etc)
• Derive and apply strategies for resolving and solving application incidents/problems. Apply business and required technical skill sets to resolve issue promptly and accurately. Seek early advice where appropriate.
• Develop SQL scripts – use provided tooling to undertake required maintenance activities
• Fulfil Service Requests addressed to L2 Support
• Communicate with Service Desk function, other L2 and L3 units
• Clear and concise documentation of the status of incidents, problems and service requests properly in the Service Management tool
• Be willing to work in DE business hours
• Be willing to take over on-call service for the application

Skills:

• Good knowledge in DAP Environment and Log Analysis
• Bachelor’s 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)Basic knowledge on interface technologies and communication protocols
• Exposure to SQL script programming and understanding is recommended
• Availability for mandatory on call shifts on a rotation basis
• Good English written & verbal skills required
• Language skills in German (optional)
• Thorough and precise work style with a focus on high quality
• Distinct service orientation
• High degree of self-initiative

Well-being & Benefits

Emotionally and mentally balanced: We support you in dealing with life crises, maintaining stability through illness, and maintaining good mental health.

• Empowering managers who value your ideas and decisions. Show your positive attitude, determination, and open-mindedness.
• A professional, passionate, and fun workplace.
• A modern office with fun and relaxing areas to boost creativity.
• Continuous learning culture with coaching and support from team experts.
• A culture where you can openly speak about mental health.

Physically thriving: We support you managing your physical health by taking appropriate preventive measures and providing a workplace that helps you thrive. For example, Private healthcare and life insurance with premium benefits for you and discounts for your loved ones, healthier ways of working and check-up's.

Socially connected: We strongly believe in collaboration, inclusion and feeling connected to open up new perspectives and strengthen our self-confidence and well-being.

• 24 days holiday, loyalty days, and bank holidays (including weekdays for weekend bank holidays).
• Hybrid working model with flexible working options
• Enjoy retailer discounts, cultural and CSR activities, workshops, and more.

Financially secure: We support you to meet personal financial goals during your active career and for the future.

• Competitive income, performance-based promotions, and a sense of purpose.
• Meal vouchers, bonuses for referrals

Interested in more: discover what our employees value in the Well-being & Benefits hub!

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.