Job Title:
L2 Manager
Department:
IT Service Delivery
Reporting Manager:
Head of IT Service Delivery
`dotted` reporting manager
N/A
Management position
Yes / NO
Responsible for hiring
Yes / No
JAD description attachment
See extract from job guide below
Common objectives for this job level
- Full alignment with company shared goals and IT strategy
- Team Management
- IT Operation management
- IT continuity Management
Local roles
Languages
- English language fluency: Mandatory
- Japanese language fluency: Mandatory
Education level
- Bachelor or equivalent / 5+ years of experience
Assignment
JAD description :
Under the supervision of the Head of the IT Service Delivery, Manage the daily operation and task of the support engineers Team. Providing Technical support and maintenance of all systems infrastructure, hardware and software. The main missions of the L2 Manager are as follows:
- Guarantees application production for both technical and functional
support for a given Business Line or Business Line
- Providing technical and functional support to users
- Implementing monitoring and supervising the application’s technical and functional
components
- Acting as the contact person for suppliers in order to manage the technical aspects.
- IT continuity Management
- Manage and supervise the daily operation of the APS Team members
Local adaptation :
Above apply locally and also in synchronization with the other Group teams
Principal Activities
THE COLLABORATOR WILL BE INVOLVED IN SOME OR ALL OF THE FOLLOWING ACTIVITIES
- Managing incidents within the scope of reporting by ensuring that the service is
restored as quickly as possible with complete transparency regarding the Business
Line: Referencing, communication, coordination, correction, drafting of PIRs (Post Incident Reviews)
- Respond to requests for support from IT system end-users to resolve their technical problems, and ensure all requests are logged and tracked in ITSM system.
- Patch Management / Release management
- Collaboration and Escalation to 3rd party vendors and Global Team within BNP Group
- APS engineers Team members Management
- Proactive Support operation
- Responsible for ensuring that critical IT services remain operational during and after disruptions, minimizing business impact and ensuring the smooth operation of the organization.
- Lead the IT operation task of all IT continuity exercises locally and Regionally
- Implementing monitoring and supervising the application’s technical and functional
components
Local adaptation :
The employee is called L2 manager or APS manager and is the APS main contact person
Job skills and / or technical
JAD description :
- BUSINESS SKILLS
- Business / IT Relationship
- Production Operation Steering
- IT Risk and Cybersecurity
- TRANSVERSAL SKILLS
- Ability to develop and adapt a process
- Analytical Ability
- Ability to set up relevant performance indicators
- Ability to manage a project
- Ability to inspire others & generate people's commitment
Knowledge needed for below tools or similar
- Ochestration tools: SCCM, Kubernetes
- Methodologies : Management of production environments, ITIL process knowledgeTechnologies
- IT Operation Tools :
Middleware axway transfer cft, Production Tools Service Now
- IT infrastructure and technical tools:
– Network Protocols (Linux, Unix, Windows)
– IT Languages Shell
– Security: Illumio, Authentification Forte,…
– Middleware (Ansible, Apache Kafka, Mq Series,…)
– Production Tools: Splunk, Dynatrace, Opensearch,Autosys
– Scripting (Ansible, Python, Shell, Sql…)
– Data Base Management
– Windows: Windows 2016, 2019,2022
– Linux: RedHat 8,x, 9.x
– Virtualisation: VSphere, HCI, VMWare, Citrix, HVD
Local adaptation :
Knowledge or hands-on experience on Hulft, ACMS, Righfax
Behavioral skills and / or managerial :
Ability to Manage the APS engineers
Creativity & Innovation / Problem Solving
Client Focused
Ability to Deliver / Results Driven
Local adaptation :
- Ability to work in both Japanese and English
- Ability to manage local vendors
Specific Qualifications and certifications
- ITIL certification v3 or above
