Global Markets IT Production Support Lead

The role of the Global Markets IT Production Support Lead is to provide quality, cost-effective, robust IT services / solutions to allow the Global Markets business in Australia and APAC to achieve its business goals and objectives

As part of global and regional setup, Lead the IT Production Support team based in Australia  of the BNP Paribas (BNPP) IT – with the team being responsible for the following activities for applications in use by Global Markets in Australia & APAC :-

• Production Monitoring
• Production Incident Management including investigations & resolution
• Problem Management
• Management Reporting
• Setup & Interfaces with relevant Regulators
• Follow-the-sun organization with all regions.

What will you be doing?

Management of Staff

• Responsible for a 4-5 member team of production support staff based in Australia
• The team overall is responsible for the following and as Team Lead this role is expected to put in place mechanisms & practices to deliver effectively and efficiently on these
• As Team Lead also expected to play these roles directly as and when needed.
• This role is responsible for objective setting, mentoring, training and career progression of staff in the team
• This role is also responsible for controls, risk assessment & mitigation as per group IT procedures

Incident Management

• Acknowledge, Ticket, Investigate & Resolve issues notified by user community
• Appropriate escalation of incidents to resolver groups, based on procedures for production incidents and for BCP events
• Defining, documenting and improving processes and procedures
• Ensuring appropriate classification of Incidents, adhering to SLA regarding response time and update frequency, appropriate escalation of incidents, adherence to P1 Incident Procedure
• Ensure communications are being properly delivered on time, and with quality
• Review and production of internal and external incident reports

Service Reporting:

• Ensure daily, weekly and monthly service reporting to key stakeholders including BNPP business, BNPP Paris and BNPP UK is produced correctly
• Assist with preparation of material for internal and external auditors

Business Communications:

• Primary liaison between BNPP business and BNPP IT for all territory local application support issues.
• Communication to BNPP business of any disruptions or changes to the application support service offered.
• Communication of scheduled and unscheduled outages to BNPP applications.

Problem Management:

• Review daily “hot topics” affecting Service Delivery and IT performance, e.g. KPI breaches, P1 incidents
• Initial root cause analysis of problems to determine potential fixes
• Raise potential fixes with appropriate work management streams and ensure resources are allocated, testing performed and fixes deployed
• Co-ordination of incident reviews with platform leads and OPC team, including agreement with platforms on incident preventative measures
• Co-ordination with preventative measure owners to ensure closure within expected timeframes
• Reporting of problems and outstanding actions to global and local management
• Analyse and make recommendations to management for issues affecting delivery of IT services to BNPP business

Audit Preparation:

• Assist with preparation of material for Internal and External Auditors
• Responding to queries on ongoing audits

General

Represent local APS teams within the larger central APS management

What do you need to be successful?

• Significant experience in a similar role with a strong appreciation of production responsibilities within an international financial institution
• Proven managerial and leadership skills
• Strong understanding of Service Level Agreements
• Degree qualification in IT
• SQL, VBA, or Excel development experience
• Analytical, proactive, and high attention to detail