The bank for a changing world

We are looking for

GSS Support Analyst

Apply REF: BNP018365


 Job Description




About BNP Paribas Group:


 
BNP Paribas Group is a leading European bank with a strong global footprint across 72 markets and more than 202,000 employees The Group provides corporates, institutional and private investors with product and service solutions tailored to their specific needs. It offers a wide range of financial services covering corporate & institutional banking, wealth management, asset management, insurance, as well as retail banking and consumer financing through strategic partnerships




About BNP Paribas India Solutions:



Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas Group, a leading bank in Europe with an international reach. With delivery centers located in Mumbai and Chennai, we are a 24x7 global delivery center. We partner various business lines of BNP Paribas such as Corporate and Institutional Banking, Wealth Management, Retail Banking through three verticals - Information Technology, Operations and Finance Shared Services.



 



About Businessline/Function :



GSS – Global Support Services is a forward-looking Digital Command Center equipped to provide following “Support as a Services”: Primary services will include 24*7 Monitoring of production health in terms of End2End chains, event based Monitoring, incident classification/communication/escalation, Crisis & major incident management, predictive & trend analysis. GSS will also comprise of engineering team actively focusing on automating non-applicative redundant manual tasks & processes governed at CIB ITO production level.




Job Title:



Senior Support Analyst


 



Date:



21/12/2019




Department:



CIB ITO PROD




Location:



Global



Business Line / Function:



GSS – Global Support Services




Reports to:


(Direct)





Grade:


(if applicable)





(Functional)





Number of Direct Reports:



NA



Directorship / Registration:



NA



 



Position Purpose



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 pro-activeness to maintain the 24*7 availability of the applications.




Responsibilities:


Job profile at a glance, the role will mainly focus on the 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. Knowledge of scripting language like perl/ python/ shell will be required for basic level of automations and scripting. Support person will also be incharge of business impact tracking in-order to update stakeholders in real time and Prioritize/escalate the subjects as per need. The role will 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.


 




Direct Responsibilities


 


·         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


 


 


Contributing Responsibilities


 


  • Documentation and review of application data.
  • Maintaining the repository of category based production alerts and timely escalation of repeated issues.



Technical & Behavioral Competencies



Technical Competencies


  • 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



Behavioral Competencies


  • 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.



Specific Qualifications (if required)




  • Graduate in Computers/IT field with 1 to 3 years of experience.
  • Previous experience in production support project will be preferred.



Skills Referential



Behavioural Skills: (Please select up to 4 skills)



Decision Making



Communication skills - oral & written



Client focused



Ability to deliver / Results driven



Transversal Skills: (Please select up to 5 skills)



Ability to develop and adapt a process



Analytical Ability



Ability to develop and adapt a process



Ability to understand, explain and support change





Education Level:



Bachelor Degree or equivalent



Experience Level



At least 1 year



Other/Specific Qualifications (if required)



 







 Job Description



About BNP Paribas Group:

 
BNP Paribas Group is a leading European bank with a strong global footprint across 72 markets and more than 202,000 employees The Group provides corporates, institutional and private investors with product and service solutions tailored to their specific needs. It offers a wide range of financial services covering corporate & institutional banking, wealth management, asset management, insurance, as well as retail banking and consumer financing through strategic partnerships

About BNP Paribas India Solutions:

Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas Group, a leading bank in Europe with an international reach. With delivery centers located in Mumbai and Chennai, we are a 24x7 global delivery center. We partner various business lines of BNP Paribas such as Corporate and Institutional Banking, Wealth Management, Retail Banking through three verticals - Information Technology, Operations and Finance Shared Services.

 

About Businessline/Function :

GSS – Global Support Services is a forward-looking Digital Command Center equipped to provide following “Support as a Services”: Primary services will include 24*7 Monitoring of production health in terms of End2End chains, event based Monitoring, incident classification/communication/escalation, Crisis & major incident management, predictive & trend analysis. GSS will also comprise of engineering team actively focusing on automating non-applicative redundant manual tasks & processes governed at CIB ITO production level.

Job Title:

Senior Support Analyst

 

Date:

21/12/2019

Department:

CIB ITO PROD

Location:

Global

Business Line / Function:

GSS – Global Support Services

Reports to:

(Direct)

Grade:

(if applicable)

(Functional)

Number of Direct Reports:

NA

Directorship / Registration:

NA

 

Position Purpose

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 pro-activeness to maintain the 24*7 availability of the applications.

Responsibilities:

Job profile at a glance, the role will mainly focus on the 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. Knowledge of scripting language like perl/ python/ shell will be required for basic level of automations and scripting. Support person will also be incharge of business impact tracking in-order to update stakeholders in real time and Prioritize/escalate the subjects as per need. The role will 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.

 

Direct Responsibilities

 

·         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

 

 

Contributing Responsibilities

 

  • Documentation and review of application data.
  • Maintaining the repository of category based production alerts and timely escalation of repeated issues.

Technical & Behavioral Competencies

Technical Competencies

  • 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

Behavioral Competencies

  • 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.

Specific Qualifications (if required)

  • Graduate in Computers/IT field with 1 to 3 years of experience.
  • Previous experience in production support project will be preferred.

Skills Referential

Behavioural Skills: (Please select up to 4 skills)

Decision Making

Communication skills - oral & written

Client focused

Ability to deliver / Results driven

Transversal Skills: (Please select up to 5 skills)

Ability to develop and adapt a process

Analytical Ability

Ability to develop and adapt a process

Ability to understand, explain and support change

Education Level:

Bachelor Degree or equivalent

Experience Level

At least 1 year

Other/Specific Qualifications (if required)

 

Primary Location: IN-TN-ChennaiJob 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 / Teamwork, Proactivity, AdaptabilityTransversal competency: Ability to develop and adapt a process , Analytical AbilityReference: BNP018365