DUPLICATE Service Operations Specialist - Wintel Server Support Engineer - Level 3

Job Description:
Job Title Service Operations Specialist - Wintel Server Support Engineer - Level 3
Corporate Title Assistant Vice President
Location Jacksonville, FL
Overview
The Deutsche Bank In-House Wintel team is responsible for the day-to-day support and operations of the Banks business critical and regulatory important Windows servers and platforms. We are a global team running a 'follow the sun' support model, and cover not only the core Windows Operating system, but also key infrastructure support such as Active Directory, VMWare, Citrix, and BladeLogic Automation. We work closely with our Engineering colleagues to ensure we maintain a highly stable and resilient environment for our business users.
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

• Ensure compliance with the standards and security requirements set forth by the Bank and based on the guidelines authorized by the Group Technology & Operations (GTO) Management team, and Assist vendors with implementation of new servers, including bank-standard build and Quality Assurance (QA) process
• Provide Level 2 and Level 3 quality support via the group hotline and ticketing systems for Wintel, Citrix and VMWare systems and other core infrastructure components
• Proactively manage Incident queues and conduct evaluation / triage for all incoming tickets before resolving / closing or re-assigning to the appropriate professional, while maintaining timely and quality status updates in all Deutsche Bank workflow systems, per Key Operating Procedures (KOP)
• Resolve / close incident tickets by following the Deutsche Bank Knowledge Base (KB) process, link resolution plans to KB articles, and document issue and each step taken in order to resolve, as well as personally contribute to the ongoing development and updates to the KB repository
• Provide change management coordination by creating, resourcing, securing approvals for, and ensuring timely execution of planned changes, within Deutsche Bank Change Management policy, as well as proactive ticketing workflow and queue management in order to identify, flag, and drive positive remediation of workloads not being carried out within documented expectation
• Deliver workloads according to defined Service Level Agreements (SLA) targets and escalate timely when there is risk of not meeting SLA or an issue increasing in severity

Skills You'll Need

• Expert Windows Server Administration knowledge particularly covering Windows Server 2012, 2016 and 2019
• Advanced knowledge of VMWare ESX7.0 and higher, as well as Citrix Virtual Apps and Desktops (CVAD) inc. Citrix Licensing
• Strong understanding of the Microsoft patch release process and related deployment technologies
• Experience with ticket queue management, ensuring Service Level Agreements (SLAs) are met for incident resolution, and other work requests, scripting experience in PowerShell and PowerCLI, and industrial experience preferably working for a financial institution (working in a large-scale, high-volume environment preferred)
• Knowledge of the Information Technology Infrastructure Library (ITILv3) framework (Google Cloud technologies an advantage)

Skills That Will Help You Excel

• Builds positive working relationships and works collaboratively with other team members
• Excellent verbal and written communication skills
• Self-starter and ability to work independently
• Bachelor's degree from an accredited college or university with a concentration in an Information Technology (IT) -related discipline (or equivalent diploma / work experience)

Expectations
It is the Bank's expectation that employees hired into this role will work in the Jacksonville office in accordance with the Bank's hybrid working model.
Deutsche Bank provides reasonable accommodations to candidates and employees with a substantiated need based on disability and/or religion.
The salary range for this position in Jacksonville is $78,000 to $110,000. 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 Values & Diversity
We believe talent is found in all cultures, countries, races, ethnicities, genders, sexual orientations, disabilities, beliefs, generations, backgrounds, and experiences. We pursue a working environment where everyone can be authentic and feel a sense of belonging. Click here to find out more about our diversity and inclusion efforts.
We are an Equal Opportunity Employer - Veterans/Disabled and other protected categories.
Click these links to view the following notices: EEO is the Law poster and supplement; Employee Rights and Responsibilities under the Family and Medical Leave Act; Employee Polygraph Protection Act and Pay Transparency Nondiscrimination Provision
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.
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!
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Our values define the working environment we strive to create - diverse, supportive and welcoming of different views. We embrace a culture reflecting a variety of perspectives, insights and backgrounds to drive innovation. We build talented and diverse teams to drive business results and encourage our people to develop to their full potential. Talk to us about flexible work arrangements and other initiatives we offer.
We promote good working relationships and encourage high standards of conduct and work performance. We welcome applications from talented people from all cultures, countries, races, genders, sexual orientations, disabilities, beliefs and generations and are committed to providing a working environment free from harassment, discrimination and retaliation.
Visit Inside Deutsche Bank to discover more about the culture of Deutsche Bank including Diversity, Equity & Inclusion, Leadership, Learning, Future of Work and more besides.
We are an Equal Opportunity Employer - Veterans/Disabled and other protected categories. Click these links to view the following notices: EEO is the Law poster and supplement; Employee Rights and Responsibilities under the Family and Medical Leave Act; Employee Polygraph Protection Act and Pay Transparency Nondiscrimination Provision.