Application Support Assistant
BNP Paribas is a leading European bank with an international reach. It has a presence in 72 countries, with more than 202,000 Employees – including more than 154,000 in Europe and over 5,000 in Portugal alone.
BNP Paribas is present in Portugal since 1985, having been one of the first foreign banks to operate in the country. Today, BNP Paribas has several entities operating directly in this territory, offering a wide range of integrated financial solutions to support its clients and their businesses.
Worldwide, the Group 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. The Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporate and institutional clients) to realise their projects through solutions spanning financing, investment, savings and protection insurance.
ROLE AND RESPONSIBILITIES
Ensure day-to-day quality of service of live applications to end-users by:
Answering user requests;
Monitoring production environments;
Developing a good understanding of the existing application (functional and technical);
Ensure daily communication & transition with teams from other time zones.
Contribute to the setup of the Lisbon Team (Process, Tools, Efficiency …).
Current Team is deployed in Paris (France) and in Chennai (India).
This position could imply On Call Duties and some trips abroad.
Understand the application landscape, develop expertise of the application/s and understand various interfaces involved
Answer user requests and manage incidents, including target days
Define new practices/processes when needed
Write new procedures and ensure their collective ownership
Contribute to checking’s & validation of production changes and application restart
Ensure daily communication & transition with Paris team
Manage incidents according to Service Delivery GITSDE / ITIL Standards, and in coordination with other teams, including production teams
Re-instate services as soon as possible whenever an incident occurs
Service Level Management
Monitor environments and KPIs
Suggest changes, improvements to improve continuously global level of service
Validate changes onto production
Identify recurring Issues and service Request and define action plans to reduce them.
First class Graduate in any discipline (Computer Science preferred) from a reputed university with a good background of software development/support
IT working experience
Good understanding of the ITIL norm and practices (desirable)
Knowledge and/or experience of the financial services industry (desirable)
Prior experience in application support
Experience and ability to perform technical analysis and identify impacts (functional/technical)
Experience of working with applications with many interfaces to other applications;
Good understanding of RDBMS concepts
Proficiency in at least one database (Oracle, Sybase, SQL Server) (mandatory)
At least 1-year working experience with UNIX and its standard commands (desirable)
Knowledge of DataStage TX (desirable)
Knowledge of PowerShell Scripts (desirable)
Knowledge of Calypso (is a plus)
Good interpersonal skills
Excellent communication skills
Mandatory to be fluent in English
French (is a plus)
Ability to work with pressure
Please note that only applications submitted in English will be considered.
In case you are selected for this role, further documentation will be requested to support your hiring process.
BNP Paribas is an equal opportunity employer and proud to provide equal employment opportunity to all job seekers. We are actively committed to ensuring that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Equity and diversity are at the core of our recruitment policy because we believe that they foster creativity and efficiency, which in turn increase performance and productivity. We strive to reflect the society we live in, while keeping with the image of our clients.