Job Title: Support Analyst / Senior Support Analyst
Department: CIB IT Production – Digital Platform APS
About Business line/Function:
Digital Platform APS provides comprehensive functional and technical support for an application portfolio that manages the end-to-end client lifecycle—from initial prospection to ongoing client servicing. Our applications support critical business functions, beginning with client onboarding through rigorous 360° due diligence (KYC), maintaining relationship continuity, and delivering robust, timely service via highly scalable in-house and third-party solutions.
Our business functionality offers a centralized electronic market platform for a diverse range of internal and external clients. This platform provides seamless access to both Pre-Trade and Post-Trade services, complementing our clients' daily banking operations. The application suite delivers a wide array of capabilities, including research, transaction supply chain management, deposits, FX, cash management, confirmations, trade history, market data analytics, reporting, netting, and valuation—all accessible through customized dashboards tailored to specific client needs.
Position Purpose:
Role Overview:
The Production Engineer will focus on project delivery and production support for in-scope applications. This role is responsible for monitoring, troubleshooting, and resolving production events—ranging from minor application errors to critical infrastructure failures, such as server crashes.
The successful candidate will drive technical projects and provide high-quality "after-care" support by resolving incidents through a deep understanding of system architecture. A primary objective is to ensure high application availability through the smooth execution of batch processes, seamless production changes, and effective incident and problem management.
Key Responsibilities:
- Incident & Problem Management: Provide Level 1 and Level 2 technical support, ensuring all events are recorded and resolved in a timely manner.
- Service Continuity: Manage incidents and problems within the application scope to ensure high availability and minimal business disruption.
- Project Delivery: Execute technical projects and implement production changes with precision.
- Operational Excellence: Monitor system health, oversee batch executions, and troubleshoot issues across diverse technology stacks.
- Collaboration: Work closely with cross-functional teams to respond to and resolve incidents promptly, often under high-pressure environments.
Working Conditions & Requirements:
- Availability: This is a 24/7 support role operating under a "Follow-the-Sun" model. Candidates must be willing to work early/late shifts and participate in an on-call rotation, including out-of-hours support.
- Aptitude: Given the breadth of technologies involved, a strong desire to learn and a proactive attitude are essential.
- Commitment: A high level of commitment and proactiveness is required to maintain mission-critical application availability.
Direct Responsibilities
Key Responsibilities:
System Monitoring & Performance Management
· Proactive Monitoring: Monitor and manage the availability and performance of production environments, spanning presentation, application, middleware, and database layers.
· Data & Component Oversight: Utilize monitoring tools to oversee all application components and data flows (inbound/outbound) to proactively prevent data discrepancies, performance bottlenecks, or application crashes.
· Batch Management: Monitor batch processing and take proactive action on failures, ensuring that permanent preventive measures are implemented to mitigate future risks.
· Capacity Planning: Perform capacity management by analyzing application behavior and alerting Production and Development teams to potential future risks.
· Reporting: Provide data-driven feedback and propose strategic solutions to management regarding performance and capacity trends.
Incident, Problem & Change Management
· Incident Management: Ensure all intercepted issues or monitoring alerts are promptly logged in ServiceNow and resolved within agreed SLAs.
· Problem Management: Analyze recurrent incidents and lead problem management efforts to implement permanent fixes in collaboration with IT partners.
· Change & Release Management: Ensure the timely and accurate delivery of production releases and changes across staging and production environments according to agreed schedules.
· Infrastructure Coordination: Coordinate with Infrastructure teams during server patching and upgrades to ensure application stability and continuity post-maintenance.
· Disaster Recovery: Actively participate in Disaster Recovery (DR) exercises to validate the resilience of the production ecosystem.
Automation & Process Improvement
· Tool Optimization: Customize and enhance production tools, including monitoring, batch scheduling, backups, deployment, and automation tools.
· Industrialization: Adopt CIB standard tools to industrialize monitoring and release management, focusing on reducing manual interventions through enterprise-grade scheduling and monitoring solutions.
· DevOps Integration: Collaborate with Development and Release Management teams to automate delivery pipelines in alignment with DevOps best practices.
· Log Management: Ensure all application logs are comprehensive, "fit for purpose," and optimized for troubleshooting.
Leadership & Documentation
· Knowledge Management: Create and maintain detailed documentation, including incident resolution logs and process guidelines, to streamline future troubleshooting.
· Mentorship: Provide coaching and mentoring to junior colleagues to facilitate knowledge transfer and skill development.
· Cross-Functional Collaboration: Partner effectively with Level 3 Infrastructure and Development teams to ensure rapid service restoration during critical incidents
Contributing Responsibilities
· Operational Flexibility: Ability to work weekends and public holidays as required to facilitate production changes and infrastructure activities.
· Continuous Improvement: Proactively identify and implement opportunities for innovation and automation, ensuring all activities remain compliant with internal policies.
· On-Call Availability: Must be available for an on-call rotation to support critical production requirements.
Technical & Behavioral Competencies
- Experience: Proven track record in Production Support, preferably within the banking or financial services sector.
- DevOps & Automation: Hands-on experience with DevOps tools including Jenkins, Bitbucket, and Ansible.
- System Administration: Strong expertise in Windows and Linux/Unix environments, including Apache, Tomcat, Java EE, TCP, MQ, IBM HTTP Server, Splunk, Jenkins, and Dynatrace.
- Database Management: Advanced knowledge of relational databases, with a strong preference for Oracle Server.
- File Transfer Protocols: Proficiency in file transfer protocols and tools such as CFT, UTS, FTP, and SFTP.
- Production Monitoring & ITSM: Practical experience using enterprise tools such as Dynatrace, ServiceNow, Confluence, and Autosys.
- Networking: Solid understanding of network principles and practical experience with load balancing technologies, specifically F5 Big-IP.
- Scripting & Development: Proficiency in scripting languages (Python, Perl, Shell, SQL) to develop administration, monitoring, and support tools.
- Process & Lifecycle:
- Deep understanding of the Application Lifecycle.
- Strong appreciation for production processes, including Change and Release Management.
- Excellent Incident and Problem Management skills; ITIL certification/knowledge is highly beneficial.
Specific Qualifications:
• Minimum 5 years of experience along with Bachelor's Degree
• Prior experience in similar domain.
Skills Referential (Required knowledge, skills and abilities)
Technical Skills:
Behavioral Skills:
- Communication
- Analytical Ability
- Team Player
Education Level: Bachelor Degree or equivalent
Location: Chennai
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 specialized 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.
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.
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. 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.
