La banque d'un monde qui change

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Support Analyst

Marque BNP Paribas Corporate & Institutional Banking
Niveau d'expérience 3 à 5 ans
Niveau d'études Niveau BAC+2/3
Postuler REF: CIB005204


About BNP Paribas Group:

BNP Paribas Group is a leading European bank with a strong global footprint across 72 markets and more than 202,000 employees. The Group provides corporates, institutional and private investors with product and service solutions tailored to their specific needs. It offers a wide range of financial services covering corporate & institutional banking, wealth management, asset management, insurance, as well as retail banking and consumer financing through strategic partnerships.

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 FX businesses within the Global market group of BNPP. We provide First and Second line support (3rd line being development team).

In Mumbai we support users who are mainly Traders, Sales and Client Services. We support Singapore, London & NYK regions business but mainly cover Singapore and London traders.

The systems are used globally with major server hubs in London, New York and Singapore.

The FX eTrading Support team handles connections to FX markets (Reuters, EBS, FXall, Currenex, 360T …), connection to huge number of direct clients, Order Management, Pricing, Hedging, Market Making, Market Taking, Algorithmic trading.

Most of the solutions are internal development but some vendor solutions are also used.

Support staff is organize globally on a Follow the Sun model.

Job Title:

Senior Support Analyst







Business Line / Function:

GM IT Mumbai - APS ES TS FX and API

Reports to:




(if applicable)


Number of Direct Reports:

Directorship / Registration:



Position Purpose

We are looking for candidate who has 2- 5 years of experience in FX domain or Capital Markets domain and can fit into the current role. We are a team of APS eTrading Support in Mumbai supporting Traders, Sales, and Client Services teams globally. The team is working in 3 shifts covering Singapore and London hours, which is from 7:00 IST to 22:30 IST. A Good knowledge or experience in FX Markets domain or Capital markets will be a plus. A good team player who can work flexible and can contribute to the team whenever required. Pro-active monitoring, manage and improve availability and performance of the production environments. Simplify and automate system checks as much as possible. Identify tasks/alerts for automation and work towards to automate it. Good rapport/relationship to be maintained with Onshore teams globally.



Direct Responsibilities

•         Responsible for global uptime target of 99.9%, across the whole FX ETR platform

•         Supporting FX applications, troubleshooting and monitoring.

·         User on-boarding, off-boarding task for trading.

·         Handling STP issues; perform mapping for failed trades, analyze failed trades.

•         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; handle each email coming to FX DL.

•         Taking ownership for handling new projects/tasks.


Contributing Responsibilities

·         Incident and Problem Management.

·         Manage/Own P1/P2 incidents and problems end to end; maintain quality of all incidents raised by team.

·         Knowledge Management and Documentation.

·         Documents support procedures on wiki.

·         Owns team knowledge base on wiki for all in-scope applications.

·         Provides support to end-users on how to use the application.

·         Continuous Service Level improvement.

·         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: SQL Server, Oracle

·         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

·         Existence of used technologies: FIX, TCP/IP, TIBRV, MQSeries and other middleware

·         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 stressed users facing system issues

•         Strong sense of issue ownership and business accountability

•         Problem solving minded, 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.

•         Good personal organization to follow up simultaneously a very large number of support issues

•         Understand users’ need and convert them to IT realisable

Specific Qualifications (if required)


Skills Referential

Behavioural Skills: (Please select up to 4 skills)

Ability to collaborate / Teamwork


Ability to share / pass on knowledge

Communication skills - oral & written

Transversal Skills: (Please select up to 5 skills)

Ability to understand, explain and support change

Ability to manage a project

Ability to develop and adapt a process

Ability to anticipate business / strategic evolution

Ability to inspire others & generate people's commitment

Education Level:

Bachelor Degree or equivalent

Experience Level

At least 5 years

Other/Specific Qualifications (if required)



Primary Location: IN-MH-MumbaiJob Type: Standard / PermanentJob: INFORMATION TECHNOLOGYEducation Level: Bachelor Degree or equivalent (>= 3 years)Experience Level: At least 3 yearsSchedule: Full-time Behavioural competency: Ability to collaborate / Teamwork, Decision Making, Resilience, Creativity & Innovation / Problem solving, Ability to synthetize / simplifyTransversal competency: Ability to understand, explain and support change, Analytical Ability, Ability to manage / facilitate a meeting, seminar, committee, training…, Ability to set up relevant performance indicators, Ability to develop and leverage networksReference: CIB005204