Job Description - APAC
About BNP Paribas Group:
Worldwide, BNP Paribas has a presence in 74 countries with more than 190,000 employees. It has key positions in its three main activities: Domestic Markets and International Financial Services (whose retail-banking networks and financial services are covered by Retail Banking & Services) and Corporate & Institutional Banking, which serves two client franchises: corporate clients and institutional investors. In Asia Pacific, BNP Paribas is one of the best-positioned international financial institutions with an uninterrupted presence since 1860. Currently with over 15,000 employees* and a presence in 14 markets, it provides clients with product and service solutions tailored to their specific needs, and continues to develop its franchise in the region.
About BNP Paribas India Solutions:
Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas Group, a leading bank in Europe with an international reach. With delivery centers located in Mumbai and Chennai, we are a 24x7 global delivery center. We partner various business lines of BNP Paribas such as Corporate and Institutional Banking, Wealth Management, Retail Banking through three verticals - Information Technology, Operations and Finance Shared Services.
About Businessline/Function :
Be part of a global team providing services directly to the global Fixed income Rates&Credit businesses within the Global market group of BNPP.
From Mumbai/Chennai we support users who are mainly Traders, Sales and Middle Office. We support Singapore, London & NYK regions.
The systems are used globally with major server hubs in London, New York and Singapore.
Most of the solutions are internal development but some vendor solutions are also used.
Support staff is organized globally on a Follow the Sun model.
Job Title:
Support Analyst
Date:
Department:
GM APS
Location:
Mumbai
Business Line / Function:
GM IT Mumbai - APS FOCUS Support
Reports to:
(Direct)
Nachiket MHATRE
Grade:
(if applicable)
(Functional)
Number of Direct Reports:
Directorship / Registration:
NA
Position Purpose
Experience in Banking/Financial/Capital Markets domain.
APS eTrading Support in Mumbai supporting Traders, Sales, and Client Services teams globally.
The team is working in shifts covering Singapore and London hours, which is from 7:00 IST to 22:30 IST.
BAU- Monitoring - Splunk, Geneos, logs
Technical- Unix, autosys, Bladelogic/Jenkins
soft skills- excellent written & verbal communication, direct interaction with traders
any scripting language pref. Python/shell scriptin ServiceNow, ITSM, Incident & change management
Responsibilities
Direct Responsibilities
- Responsible for global upkeep of the production platform
- Supporting business applications, troubleshooting and monitoring.
- Deployment of changes to Production servers
- Handling trade booking issues
- Monitors application state and input/output data correctness throughout the day, hand-over with follow the sun support teams
- Perform application releases, post release checks.
- Monitor support mailbox; group chats with traders and trader assistants
- Work with Development team for releases, maintenance of Pre Prod environments
- Present Clear and Concise Information to Traders about issues in IT systems
Contributing Responsibilities
- Incident and Problem Management
- Manage/Own P1/P2 incidents and problems end to end; maintain quality of all incidents raised by team
- Documents support procedures - wiki
- Provides support to end-users on how to use the application
- Ensures that all application support logs are fit for purpose, ie meaningful and actionable
- Actively seeks reduction of dependency on manual interventions by support staff, e.g leveraging enterprise batch scheduling and enterprise monitoring tools.
Technical & Behavioral Competencies
- Strong SQL & Unix
- Monitoring: Autosys, Geneos, Splunk
- Jira, Wiki and service now
- Knowledge of using Windows and Linux
- Strong understanding of ITIL process
- Scripting: Windows commands, Shell Scripting, Python Scripting
- FIX, TCP/IP, TIBRV, MQSeries and other middleware (optional)
- Flexibility/Adaptability in working hours to cope with the business and team’s needs
- Ability to clearly explain technical issues
- Ability to work under pressure in a changing environment
- Capability to cope calmly with stress when users are facing system issues
- Strong sense of ownership and business accountability
- Problem solving mind, willingness to learn
- Strong desire to investigate and resolve issues in the short term (workaround / setting up procedure) and Longer term (participate to the definition of proper fix)
- Genuine interest in support
- Interest to work in financial IT and learn the business model
- Good personal organizational abilities to follow up simultaneously on a very large number of support issues
- Understand users’ need and convert them to IT realizable
Specific Qualifications (if required)
Graduate or post Graduate from a reputed University.
Engineering/IT Certifications preferred eg: ITIL
Skills Referential
Behavioural Skills: (Please select up to 4 skills)
Ability to collaborate / Teamwork
Communication skills - oral & written
Attention to detail / rigor
Creativity & Innovation / Problem solving
Transversal Skills: (Please select up to 5 skills)
Ability to understand, explain and support change
Analytical Ability
Ability to develop and adapt a process
Ability to develop and leverage networks
Ability to inspire others & generate people's commitment
Education Level:
Bachelor Degree or equivalent
Experience Level
Indifferent
Other/Specific Qualifications (if required)
na
