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:

Job Title:

Support Analyst

Date:

01-Sep-25

Department:

CIB – IT – GB -

Banking Platform Application Production Support (BP-APS)

Location:

Bangalore

Business Line / Function:

CIB IT Production Support

Reports to:

(Direct)

Grade:

(if applicable)

(Functional)

Number of Direct Reports:

Directorship / Registration:

NA

Position Purpose

1.       Responsible for assuring users are provided efficient and timely support on 24X7 basis for Core Banking MEA Applications

2.       Accurately communicate pertinent information to all the stakeholders 

3.       Ability to understand the production incident, troubleshoot and provide timely solution

4.       Ability to work on multiple incident/service tracking tools for the complete lifecycle management of incidents and service tickets

5.       Ability to manage multiple high priority initiatives in a fast paced environments

6.       Ability to work with Level 2 Support Team in  seamless manner

7.       Invoke , coordinate and interact with various  teams for timely recovery

8.       Perform  staff scheduling to ensure Level 2 support during normal business hours  and on-call supports

9.       Interface with users  employing a high degree of diplomacy

10.     Remains on-call  during off-peak hours to respond to support service issues

11.     Ensure daily, weekly and monthly statistics and status reports are completed

12.     Meet goals and KPIs as set by the department manager

13.     Ability to coordinate with onshore team and arrange for all needful for business accordingly.

14.     Ensure effective knowledge sharing with new members in Team.

Responsibilities

Direct Responsibilities

1. Responsible for assuring users are provided efficient and timely support on 24X7 basis for Core Banking Applications

2. Accurately communicate pertinent information to all the stakeholders 

3. Ability to understand the production incident, troubleshoot and provide timely solution

4. Ability to work on multiple incident/service tracking tools for the complete lifecycle management of incidents and service tickets

5. Ability to manage multiple high priority initiatives in a fast paced environments

6. Ability to work with other teams in  seamless manner

Contributing Responsibilities

1. Contribute to the overall application stability and performance.

2. Contribute to the overall incident reduction and better collaboration within the team.

3. Invoke , coordinate and interact with various  teams for timely recovery

4. Perform  staff scheduling to ensure Level 1 support during normal business hours  and on-call supports

5.  Meet goals and KPIs as set by the department manager.

As BNP Paribas Employee :

· Contribute to the implementation of operational permanent control policies and procedures in day-to-day business activities, such as Control plan

· Comply with regulatory requirements and internal guidelines

Maintain professional behaviour and collaborate with same and other team members respectfully and positively

Technical & Behavioral Competencies

• Good Knowledge on Unix and Oracle, Shell scripts, Autosys
• Knowledge on COBOL, Websphere , Monitoring tools (Geneos/Dynatrace)
• Able to work in shifts especially Night shift and weekend support (Rotational) and flexible hours on request.
• Strong Analytical skills
• Strong written and verbal communication skills

Specific Qualifications (if required)

Engineering Graduate in any discipline or Masters in Information Technology

Experience Band: Minimum 4 and maximum 8 years of IT experience preferably in Application Production Support.

Primary Skill Set (must to have)  -

Unix/Linux Command level and Shell Scripting both.

Oracle : SQL & PL-SQL both.

Good to have / Value added : Autosys, Cobol, Business Objects, Dynatrace.

Skills Referential

Behavioural Skills: (Please select up to 4 skills)

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Transversal Skills: (Please select up to 5 skills)

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Education Level:

Bachelor Degree or equivalent

Experience Level

Minimim 4 years

Other/Specific Qualifications (if required)