Job Title: Support Analyst
Experience: 1 – 3 Years
Business Unit: CIB IT Production - Global Support Services
Worldwide, BNP Paribas has a presence in 74 countries with more than 190,000 employees. It 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. In Asia Pacific, BNP Paribas is one of the best-positioned international financial institutions with an uninterrupted presence since 1860. Currently with over 15,000 employees* and a presence in 14 markets, it provides clients with product and service solutions tailored to their specific needs, and continues to develop its franchise in the region.
Corporate and Institutional Banking has an active IT ecosystem with its own IT backbone that involves a large workforce of IT employees working for DEV, Testing and Support projects.
CIB ITO Production ensures the provision of industrialized and digital production services. The objective is to offer innovative products and services to its customers in a performing, global and secured environment in order to speed up delivery and time to market. CIB ITO Production manages operational risk by running stable and robust IT production platforms. CIB ITO production hosts critical service delivery scope comprising of Global Markets, Global Banking, Client & Experience and BP2S.
GSS – Global Support Services is targeted to be a forward looking Digital Command center equipped to provide following “Support as a Services”: a) 24*7 Monitoring of production health in terms of End2End chains, b) Event based Monitoring, c) Incident classification/communication/escalation, d) Crisis & major incident management, e) predictive & trend analysis, f) continuous tracking of production & platform stability with active feedback loop with End User base. GSS will also comprise of engineering team actively focusing on automating non-applicative redundant manual tasks & processes governed at CIB ITO production level.
BNP Paribas is looking for dynamic and highly motivated individuals for the role of Production Support Analyst. The person will be responsible to own the monitoring and first level of trouble shooting of applications in production environment. The role will be challenging and will involve high level of commitment and proactiveness to maintain the 24*7 availability of the applications.
BUSINESS UNIT OVERVIEW
BNP PARIBAS OVERVIEW
Job profile at a glance, the role will mainly focus on escalation management, monitoring, troubleshooting and communicating the production events. The event can be of various type and nature, ranging from simple application error or the infrastructure issue related to server crash. The main responsibility will be to ensure that all relevant events and issues are recorded and resolved in timely manner. In case the issue is out of scope, there will be other specialized teams available for your help. In that case the responsibility will be of a coordinator to inform the relevant teams and make them aware and aid them with information to troubleshoot the issue. Apart from the issues, the role will also require to raise incidents on behalf of users and escalate the tickets to concerned support teams. During releases and planned downtimes, the Command Centre will be responsible for management communications and orchestration of the activities among different teams.
The front line support will also be responsible to identify the gaps in monitoring and suggest improvements. Keep track of business impact to update stakeholders in real time and Prioritize/escalate the subjects as per need. The role also require the person to be familiar with tools like Geneos, Service Now and Confluence. Knowledge on scripting language like Python will be an asset.
Monitor applications/end to end value chain in scope with the help of provided tools
Manage alerts for resolution and escalate for investigation
Maintain documentation about alerts and process guidelines for easy resolution of issues and follow up during incident management
Diagnose and troubleshoot technical issues as per shared guidelines.
Act as first line of contact for end users to register their queries and concerns
Liaise with Level2, Infra Teams, Incident manager in case of global issues
Keep track of impact and follow through the age of incidents
Ensure problems are correctly registered for high priority incidents and follow up for timely closure.
Provide prompt and accurate feedback to customers
Prioritize and manage several open issues at one time
Document technical knowledge in the form of notes and manuals, review of application data.
Maintaining the repository of category based production alerts and timely escalation of repeated issues.
Key Skills Behavioral Skills
Enthusiastic to work in challenging environment.
Ability to diagnose and troubleshoot basic technical issues
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
Dynamic approach to cater to different situations and applications based on business chains.
Knowledge on Linux, Middleware, SQL & monitoring tools.
Familiarity with Production tools like Geneos, Service Now, Confluence, Autosys etc.
Knowledge of ITIL concepts and principles.
Good Knowledge on Python and ITIL certification will be considered as asset
Basic knowledge of Linux, Windows, SQL is mandatory
Graduate in Computers/IT field with 1 to 3 years of experience.
Previous experience in production support project will be preferred.
Primary Location: IN-MH-MumbaiJob Type: Standard / PermanentJob: INFORMATION TECHNOLOGYEducation Level: Bachelor Degree or equivalent (>= 3 years)Experience Level: At least 3 yearsSchedule: Full-time
Behavioural competency: Ability to collaborate / TeamworkTransversal competency: Ability to manage a project