Production Support Specialist / Service Operations Specialist - Assistant Vice President

Job Description:

Job Title: Production Support Specialist / Service Operations Specialist

Corporate Title: Assistant Vice President

Location: Cary, NC

Who we are:

In short – an essential part of Deutsche Bank’s technology solution, developing applications for key business areas.

Our Technologists drive Cloud, Cyber and business technology strategy while transforming it within a robust, hands-on engineering culture. Learning is a key element of our people strategy, and we have a variety of options for you to develop professionally.   Our approach to the future of work champions flexibility and is rooted in the understanding that there have been dramatic shifts in the ways we work.

Having first established a presence in the Americas in the 19th century, Deutsche Bank opened its US technology center in Cary, North Carolina in 2009. Learn more about us here.

Overview

As a Production Support Specialist / Service Operations Specialist in Corporate Bank Production, you will support mission-critical payment processing and foreign exchange platforms across high-value, low-value, bulk, instant, and cheque payments. You will work in a global, follow-the-sun environment that provides 24x7 support for Corporate Bank clients and their daily cash management activity. You will combine hands-on troubleshooting with site reliability engineering practices, automation, observability, and continuous service improvement to strengthen stability, resiliency, and the end-to-end client experience. This is an opportunity to influence production engineering practices, partner across development and infrastructure teams, and help build a more proactive engineering culture.

What We Offer You

·       A diverse and inclusive environment that embraces change, innovation, and collaboration

·       A hybrid working model, allowing for in-office / work from home flexibility, generous vacation, personal and volunteer days

·       Employee Resource Groups support an inclusive workplace for everyone and promote community engagement

·       Competitive compensation packages including health and wellbeing benefits, retirement savings plans, parental leave, and family building benefits

·       Educational resources, matching gift and volunteer programs

What You’ll Do

·       Provide hands-on production support for mission-critical payments and foreign exchange applications, prioritizing business queries, restoring service within agreed Service Level Agreements (SLAs) and Operating Level Agreements (OLAs), and participating in scheduled weekend and public holiday support rotations

·       Lead incident and problem management in line with ITIL and Deutsche Bank standards, manage service-level objectives for faster resolution and fewer incidents, and communicate issues and progress clearly to stakeholders

·       Analyze application and infrastructure flows to identify and remediate performance, resiliency, and technical debt issues in partnership with development, infrastructure, and production teams

·       Drive continuous service improvement by automating manual work, strengthening observability and platform reliability, removing repetitive support activities, and contributing to the team’s evolution toward broader platform engineering practices

·       Engage throughout the Software Development Lifecycle (SDLC), review production changes—including end-to-end instant-payment flows—and participate in business continuity planning and component-failure testing

·       Maintain support documentation and knowledge-management standards, monitor events through the 24x7 workbench, and coordinate vendor rota, daily activities, training needs, governance, and team performance

Skills You’ll Need

·       Extensive experience supporting business-critical applications in controlled production environments, ideally within financial services or global service operations, with a strong site reliability engineering mindset focused on troubleshooting, automation, observability, and permanent problem resolution

·       Hands-on experience with UNIX/Linux and scripting or automation used to troubleshoot production issues, reduce manual work, and improve service reliability

·       Strong database experience, including hands-on use of SQL or PL/SQL to investigate and troubleshoot production issues, along with an understanding of complex application and infrastructure environments

·       Experience with production monitoring and observability tools, such as Geneos, New Relic, or comparable platforms, to identify issues, support incident resolution, and improve service reliability

·       Bachelor’s degree or equivalent practical experience, with the ability to troubleshoot production issues, self-manage a book of work, and communicate progress and risks clearly in a global matrix environment

·       Proven ability to leverage AI tools to enhance productivity, optimize workflows to solve business problems, while applying critical judgment to ensure responsible and ethical use of data and AI outputs

Skills That Will Help You Excel

·       Experience with Google Cloud Platform (GCP), Kubernetes, Kafka, and microservices

·       Experience building automation solutions using scripting, programming, or DevOps tools in a production or continuous integration environment

·       Knowledge of payments fundamentals, SWIFT message types, Cash Management, or Global Transaction Banking

·       Strong interpersonal, presentation, and communication skills, with a practical and analytical approach to solving problems

·       Ability to manage competing priorities, influence stakeholders across cultures and time zones, and take ownership while contributing effectively to a global team

Expectations

It is the Bank’s expectation that employees hired into this role will work in the Cary office in accordance with the Bank’s hybrid working model.

Deutsche Bank provides reasonable accommodation to candidates and employees with a substantiated need based on disability and/or religion.

The salary range for this position in Cary, NC is $100,000 to $153,000. Actual salaries may be based on a number of factors including, but not limited to, a candidate’s skill set, experience, education, work location and other qualifications.  Posted salary ranges do not include incentive compensation or any other type of remuneration.

Deutsche Bank Benefits

At Deutsche Bank, we recognize that our benefit programs have a profound impact on our colleagues. That’s why we are focused on providing benefits and perks that enable our colleagues to live authenti­cally and be their whole selves, at every stage of life. We provide access to physical, emotional, and financial wellness benefits that allow our colleagues to stay financially secure and strike balance between work and home. Click here to learn more!

Learn more about your life at Deutsche Bank through the eyes of our current employees:  https://careers.db.com/life

The California Consumer Privacy Act outlines how companies can use personal information. If you are interested in receiving a copy of Deutsche Bank’s California Privacy Notice please email HR.Direct@DB.com.

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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.

Together we share and celebrate the successes of our people. Together we are Deutsche Bank Group.

We welcome applications from all people and promote a positive, fair and inclusive work environment.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law. Click these links to view Deutsche Bank’s Equal Opportunity Policy Statement and the following notices: EEOC Know Your Rights; Employee Rights and Responsibilities under the Family and Medical Leave Act; and Employee Polygraph Protection Act.