IT Service Manager / Application Support Specialist - Energy IT (f/m/d)

Job description

Your career at Deutsche Börse Group

Field of activity

For our Product Organization "M7 Trading Solutions" we are looking for a dedicated IT Service Manager & Application Support Specialist to join our Operations team, an integral part of our Products' SaaS ecosystem.

In Energy IT we design, build, delivery and operate solutions for electronic commodities marketplaces. The tradable instruments made available through our platforms range from Power Spot instruments (tradable 24/7) to commodity futures and OTC cleared derivatives.

As a member of our Operations team, you will be working closely with our application development teams to monitor and maintain our productive services, support coordination of change and release management, coordinate the incident management and the restoration of failed services, qualify and address customer bug reports or information requests from your expertise of the products' functionality. You will be expected to proactively address or report capacity, performance or other concerns from your observation of service metrics & KPI's to Product teams. You will be expected to drive our post-mortem evaluations forward to ensure issues are effectively resolved and continuous improvement is done to further enhance service quality and reliability. You will be key part of our SaaS ecosystem, helping to bridge the gap between productive services and customer facing operations and the agile software development lifecycle.

Ideal candidates should have strong technical aptitude in the area of IT Operations, understand the software development lifecycle, and have communication and coordination skills that allow them to work effectively in a direct customer-facing role.

Tasks/responsibilities

• Monitoring and addressing availability, performance and overall system health
• Plan & coordinate delivery of software artifacts (deployments) and configuration changes to test and productive environments.
• Troubleshooting and resolving reported incidents and problems, coordinating escalations to subject matter experts & implementing their solution proposals
• Improvement and further automation of operational processes
• Close alignment with product owner and developers to ensure feedback from production systems is addressed in product development
• Support administration and maintenance of Internal devops/collab. tools
• SLA/KPI tracking, evaluation and reporting to stakeholders
• Emergency response ('pager duty') on a shift rotation basis for services outside of business hours (approx. 1 week shift per month)

Qualifications/required skills

• Relevant experience in IT Operations, Software Development or similar field
• University degree majoring in Computer Sciences or similar qualification (optional, beneficial)
• Strong written and verbal English communication skills mandatory
• Strong analytical & problem-solving skills and a desire to learn
• Ability to analyze problems from system data (via Linux/command line utilities, SQL, analyzing functionality from technical and functional specifications, etc.)
• Experience automating operational activities with scripting languages or automation tools (Bash/Python/Groovy, Ansible/Jenkins, etc.)
• Experience with devops monitoring tool-chains (Elastic, Alerta, Grafana, OpsGenie, CheckMK etc.) (optional, beneficial)
• Self-organized individual with a structured working method
• Knowledge of trading systems or financial markets (optional, beneficial)