Technology Service Analyst

Deutsche Bank

Technology Service Analyst ensuring effective management of IT incidents at Deutsche Bank. Focused on high severity incidents and critical team collaboration for service restoration.

Posted 5/12/2026full-timeBangalore • 🇮🇳 IndiaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Management of High Severity Incidents
Scribe & record all details during Incident Management bridge calls and support L2 Incident Manager when requested
Document timeline of key elements during an Incident with clear status & ownership to aid handover to Problem Management
Provide Communication through verbal or written updates to Incident Manager when requested
Undertake Hierarchal and Functional Escalation
Adhere to Incident priorities and escalation procedures
Continuously update work instructions
Prepare Incident Managers handbook, regular updates and maintenance, including Incident Reporting Guidelines & Incident Manager Reference Guide
Follow process metrics
Documentation of risk and compliance issues and indicators
Reporting
Report weekly, monthly, quarterly and yearly KPI(s)
Create reports on regular basis to Senior Management and Incident Managers internally.
Provide metrics on trend analysis and ticket data as preparation for meetings and workshops.
Initiate and perform the incident management QA-Cycle.
Support the organization in providing information to support audit requirements.
Prepare and document the Incident Manager handover, by region
Undertake Continual Service Improvement activities
During non-core hours and at weekends proving operational management of the Incident Management Support team

Requirements

What you’ll need

5+ years in IT Incident Management, preferably in a large enterprise environment.
Expertise in ServiceNow Incident Management.
Exceptional communication (written and verbal) and stakeholder management skills.
Proven ability to lead technical teams during critical incidents.
Strong problem-solving and analytical capabilities.
ITIL V3/V4 Foundation certification.

Benefits

Comp & perks

Best in class leave policy
Gender neutral parental leaves
100% reimbursement under childcare assistance benefit (gender neutral)
Sponsorship for Industry relevant certifications and education
Employee Assistance Program for you and your family members
Comprehensive Hospitalization Insurance for you and your dependents
Accident and Term life Insurance
Complementary Health screening for 35 yrs. and above

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Incident ManagementServiceNowKPI ReportingTrend AnalysisQuality AssuranceRisk DocumentationCompliance DocumentationProcess MetricsContinual Service ImprovementTechnical Team Leadership

Soft Skills

CommunicationStakeholder ManagementProblem-SolvingAnalytical SkillsVerbal CommunicationWritten CommunicationOrganizational SkillsEscalation ManagementDetail OrientationTeam Collaboration

Certifications

ITIL V3 FoundationITIL V4 Foundation