Senior Support Analyst

About BNP Paribas India Solutions: 

Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas SA, European Union’s leading bank with an international reach. With delivery centers located in Bengaluru, Chennai and Mumbai, we are a 24x7 global delivery center. India Solutions services three business lines: Corporate and Institutional Banking, Investment Solutions and Retail Banking for BNP Paribas across the Group. Driving innovation and growth, we are harnessing the potential of over 10000 employees, to provide support and develop best-in-class solutions. 

About BNP Paribas Group: 

 BNP Paribas is the European Union’s leading bank and key player in international banking. It operates in 65 countries and has nearly 185,000 employees, including more than 145,000 in Europe. The Group has key positions in its three main fields of activity: Commercial, Personal Banking & Services for the Group’s commercial & personal banking and several specialised businesses including BNP Paribas Personal Finance and Arval; Investment & Protection Services for savings, investment, and protection solutions; and Corporate & Institutional Banking, focused on corporate and institutional clients. Based on its strong diversified and integrated model, the Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporates and institutional clients) to realize their projects through solutions spanning financing, investment, savings and protection insurance. In Europe, BNP Paribas has four domestic markets: Belgium, France, Italy, and Luxembourg. The Group is rolling out its integrated commercial & personal banking model across several Mediterranean countries, Turkey, and Eastern Europe. As a key player in international banking, the Group has leading platforms and business lines in Europe, a strong presence in the Americas as well as a solid and fast-growing business in Asia-Pacific. BNP Paribas has implemented a Corporate Social Responsibility approach in all its activities, enabling it to contribute to the construction of a sustainable future, while ensuring the Group's performance and stability 

Commitment to Diversity and Inclusion 

At BNP Paribas, we passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued, respected and can bring their authentic selves to work. We prohibit Discrimination and Harassment of any kind and our policies promote equal employment opportunity for all employees and applicants, irrespective of, but not limited to their gender, gender identity, sex, sexual orientation, ethnicity, race, colour, national origin, age, religion, social status, mental or physical disabilities, veteran status etc. As a global Bank, we truly believe that inclusion and diversity of our teams is key to our success in serving our clients and the communities we operate in. 

About Business line/Function: 

Hedge Fund Services is a part of BNP Security services catering to the Fund accounting and transversal services for Internal and External clients. The functionalities such as Trade processing, portfolio management, Pricing, Accounting, transaction life cycle management to meet real time processing & reporting needs are being served through different applications in HFS.

Job Title: 

Support Analyst 

Date: 

Department: 

BP2S APS  

Location: 

Business Line / Function: 

IFS – Hedge Fund  

Services (HFS)   

Reports to: 

(Direct) 

Grade:  

(if applicable) 

(Functional) 

Number of Direct Reports: 

0 

Directorship / Registration: 

NA 

Position Purpose 

  Hedge Fund services support is part of BP2S APS and the purpose of this role is to provide Application production support for HFS applications.  The position is based in Chennai with BNP Paribas India Solutions Pvt. Ltd.  The role is within the HFS IT Operations team which is forms part of a Global team across other HFS locations.  

Scope of Support would include   

·         Incident Management : Day to day IT incident management and support of the HFS landscape   

·         Request Management : Service requests raised by users  

·         Change Management : Transition of projects and change to BAU and support new releases §  Problem Management: Identifying permanent fixes to the production incidents §  User Access Management   

Responsibilities 

IT Platforms  

·         Co-ordinate and deliver first level support for HFS applications across all HFS locations.  

·         Closely monitor tickets to ensure these opened and processed to meet SLA and KPI targets  

·         Escalate issues, which cannot be resolved by the team to your Team Lead or Platform Manager based in Dublin in a timely manner to assess scope, impact, severity.  

·         Must analyse and solve the user tickets with necessary co-ordination with the users and/or team members  

Incident Management  

·         Ensure processing of incidents tickets for all HFS Applications so that    

·         Ticket classifications for incident / support and priority are accurate  

·         Incidents are managed efficiently, economically and effectively following procedures currently in place  

·         When required tickets are assigned quickly and accurately to appropriate teams   

·         Incident documentation such as draft Incident Reports and timelines post incidents is provided on a timely basis  

·         Follow the ticket into problem management as per the problem management procedures   

Request Management   

·       Ensure processing of support tickets for all HFS Applications so that   

·       Ticket classifications for support / incident and priority are accurate  

·       Tickets are managed efficiently, economically and effectively following procedures currently in place When required tickets are assigned quickly and accurately to appropriate teams   

User Access Management  

·         Ensure User Access Requests through Sailpoint portal  

·         Ensure the preparation of quarterly user access reviews  

·         Ensure the provision of HFS applications as required  

Change Management  

·         Ensure the HFS Event calendar is updated to capture all Global Change events for HFS or globally within BNP Paribas with impact on HFS  

·         Participate in the STAC process ensuring STAC or STAC Lite is stored for each change   

·         Lead HFS CAB meetings ensuring all changes are presented with appropriate documentation  

·         Change ticket  

·         Evidence of testing and sign-off  

·         STAC  

·         Risks  

·         Rollback procedure  

SFTP File Transfer Set up 

·         Support set up of SFTP  file transfers  

·         Establish requirements  

·         Raise relevant requests to central teams  

·         Following and tracking stages of set up  

·         Updating golden source  

·         Perform UAT testing   

·         Communicate with stakeholders 

Deliverables  

·       Procedural documentation including but not restricted to   

·       HFS Application knowledge  

·       Support activities   

·       Incident Management  

·       CAB meetings  

·       Problem Meetings  

·       User Access provision procedures   

·       User Access readiness reviews  

·       HFS Management Information  

·       HFS Global Events Calendar  

·       Service Level Reporting including Management Reporting   

·       Contribute to the BNP Paribas India Solutions Pvt. Ltd Service provision monthly review report § Management information including but not restricted to   

·       Contribute to the preparation of the monthly HFSIT operations deck   

·       Contribute to HFS IT daily, weekly and monthly MI  

Governance  

·       Participate and contribute to  

·       IT team meetings  

·       Review meetings with Luxembourg and Paris IT teams  

·       HFS IT Operations Service Delivery Meeting (as required)   

·       Lead   

·       Monthly service review meeting with HFS IT  

·       Weekly CAB Meetings  

·       Weekly Problem Management meetings  

Quality  

·       Follow and respect appropriate departmental procedures and practices  

·       Drive continuous improvement of Service Delivery Processes, procedures and platforms to ensure ongoing improvements in support, measuring and identifying areas for improving quality and delivery §  Follow HFS and project governance  

·       Follow Group IT governance  

Maintain professional behavior and collaborate with other team members respectfully and positively.   

Technical Competencies:  

 

·       3+ years of experience on Application production support  

·       Basic knowledge on Unix commands and Oracle SQL queries and preferable knowledge on PL SQL. § Excellent written and oral communication, especially enabling visibility and transparency  

·       Have a strong Customer Focus in order to provide a professional support service to both internal and external cliental.  

·       Use business and application knowledge to investigate issues raised and assist team members in the faster resolution of the incident.   

·       Excellent problem solving skills in order to diagnose, evaluate and resolve complex problem situations   

·       Demonstrate a strong responsiveness and ownership towards the stakeholders requirements.  

·       Has to perform root cause analysis or route to appropriate teams, recommend procedures and controls for problem prevention.   

·       Refer and maintain Knowledge base and share experience with support team members  

Functional Capabilities: 

 

·       Investment services industry / Funds Administration   

·       Basics of Banking.  

Preferred :  

ITIL Foundation 

Basics of Banking or Capital Markets (Investments and Fund Accounting) 

Specific Qualifications (if required) 

NA 

Skills Referential 

Behavioural Skills: (Please select up to 4 skills) 

​​Ability to collaborate / Teamwork​ 

​​Communication skills - oral & written​ 

​​Creativity & Innovation / Problem solving​ 

​​Client focused​ 

Transversal Skills: (Please select up to 5 skills) 

​​Ability to understand, explain and support change​ 

​​Ability to develop and adapt a process ​ 

​​Analytical Ability​ 

​​Ability to anticipate business / strategic evolution​ 

​​Choose an item.​ 

Job Title: Senior Support Analyst  

Department: 

Education Level:  

​​Bachelor Degree or equivalent​ 

Experience Level 

​​At least 5 years​ 

Other/Specific Qualifications (if required) 

Graduate in any discipline (Computer Science preferred) with a good background of software development with a minimum IT experience of more than 5 years