Application Support Analyst (12 months contract)

Department overview

To provide quality, cost-effective, robust IT services / solutions to allow the various BP2S business units to achieve their respective corporate goals and objectives

Position overview

To be part of the BNP Paribas Securities Services (BP2S) IT – Service Delivery team, providing production support for all in-house BP2S applications and interfaces, as well as involvement in the delivery of projects, and provision of BCP solutions.

Liaises with

Internal:

1. BP2S business units on support activities

2. BP2S Service Delivery Client Support (service desk)

3. BP2S Service Delivery Night Operator

4. BP2S Project Services (primarily regarding hand-over activities)

5. BNPP Regional IT (primarily regarding infrastructure matters)

6. BNPP Singapore ARCC (escalation of NetIQ alerts)

7. BNPP Global IT (supporting global solutions)

   External:

8. Vendors (3rd line support & system upgrade)

9. Our client’s IT departments

   Key responsibilities

The responsibilities of the role include, but are not limited to:

Application Support

• Application Support of all in-house BP2S business applications and interfaces
• Application Support of technical components in 3rd party applications used by BP2S business
• Application support during business hours & rostered after hours support
• Respond to alerts raised by application monitoring, investigate and resolve
• Adhere to ITIL best practice for incident management
• Proactively check overnight processes with a view to identifying issues before they affect deliverables
• Assist with BP2S Night Operation issue escalations
• Problem diagnosis and resolution of both emergency and non-emergency incidents
• Analysis of data related issues to determine how best to resolve application integrity issues
• Technical assistance for BP2S business teams relating to general application queries affecting their functional areas
• Involvement in project handovers to ensure smooth transition to production support
• Maintenance of system technical documentation within the Service Delivery knowledge base, BTO database, or SharePoint
• Liaise with the business & other IT teams to ensure that system changes and enhancements are done so using Change Management best practice
• Assist in both internal and external audit activities
• Compliance with SAS70 requirements relating to IT functions
• Minor enhancements to application components where appropriate
• Adhere to all internal controls to minimize risk
• Review, analyse, recommend and implement process improvements, and eliminate recurring incidents

Technical Support

• Monitor application & interface performance and identify improvements to be implemented
• Ensure database performance, replication and data backups are operating efficiently
• Assist in keeping DR environment in working order through participation in regular health checks, maintenance activities and tests
• Maintain in-house alerting systems to ensure production monitoring captures all system exceptions

Qualification / experience

We are looking for a candidate who possesses the following:

• Strong problem diagnosis and problem resolution skills

• Exceptional ability to take charge and own support issues and support environment

• Ability to work under pressure, both at an individual and team level

• Proven track record of prioritising critical issues, with experience of managing conflicting priorities

• Flexible

• Customer focus / Delivery focus

• Demonstrated continuous improvement capabilities in previous roles

• Strong communication skills

• Proactive

• Enthusiastic team player

• Encourage effective teamwork through collaboration, enabling the sharing of skills, experience and ideas

Technical

• At least 2 years financial markets / fund manager / investment administration experience.

• At least 2 years proven 2nd / 3rd level application support, or similar. Service Desk support is not applicable. Developer support of own applications is not applicable

• At least 4 years proven experience with SQL Server (including programmatic modules). Essential need to understand and write SQL code. Preference for advanced experience in DB maintenance tasks, replication and DB backups

• At least 2 years MS SQL Reporting and SQL Server Integration Services

• Hands-on experience, with supporting evidence, of supporting .NET (C#, VB, ASP) and VBA

• Proven experience with web service technology, e.g. WCF, IIS

• Exposure to MQSeries, Websphere, SFTP and other file transfer protocols

• Experience of monitoring technologies with preference for BMC NetIQ & MS SCOM

• Degree qualification in Computer Science based subject

  Preferable:

• Experience with Microsoft Biztalk

• Exposure to industry standard applications, e.g. HiPortfolio, pControl, SWIFT

• Thorough knowledge of BNP Paribas Securities Services technical environment

• Understanding of change control process