Senior Support Analyst

Employment contract:

Standard / Permanent

Location:

Mumbai, Maharashtra, India

Job/mission:

INFORMATION TECHNOLOGY

Reference:

APP000242

 

 

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 24×7 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 Business line/Function :

CIB IT Production Support which is part of Corporate and Institutional Banking business line.

It cover production support  on BNPP core banking application for APAC/Europe/NAR/EMEA regions

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Job Title:

Senior Support Analyst / Team Lead

Date:

 

 02/May/2023

 

Department:

CIB – IT – GB –

Banking Platform Application Production Support (BP-APS)

Location:

Chennai

Business Line / Function:

 

CIB IT Production Support

Reports to:

(Direct)

Khilendra Rahangdale

Grade:

(if applicable)

 

(Functional)

 

Number of Direct Reports:

NA

Directorship / Registration:

NA

 

Position Purpose

1.       Responsible for assuring users are provided efficient and timely support on 24X7 basis for Core Banking Applications

2.       Accurately communicate pertinent information to all the stakeholders 

3.       Ability to understand the production incident, troubleshoot and provide timely solution

4.       Ability to work on multiple incident/service tracking tools for the complete lifecycle management of incidents and service tickets

5.       Ability to manage multiple high priority initiatives in a fast paced environments

6.       Ability to work with Level 2 Support Team in  seamless manner

7.       Invoke , coordinate and interact with various  teams for timely recovery

8.       Perform  staff scheduling to ensure Level 1 support during normal business hours  and on-call supports

9.       Interface with users  employing a high degree of diplomacy

10.     Remains on-call  during off-peak hours to respond to support service issues

11.     Ensure daily, weekly and monthly statistics and status reports are completed

12.     Meet goals and KPIs as set by the department manager

13.     Ability to lead/manage small team of 4 to 6 members

14.     Ability to coordinate with onshore team and arrange for all needful for business accordingly.

 

 

 

 

 

 

 

 

 

 

 

Responsibilities

 

Direct Responsibilities

 

  1. Responsible for assuring users are provided efficient and timely support on 24X7 basis for Core Banking Applications
  2. Accurately communicate pertinent information to all the stakeholders 
  3. Ability to understand the production incident, troubleshoot and provide timely solution
  4. Ability to work on multiple incident/service tracking tools for the complete lifecycle management of incidents and service tickets
  5. Ability to manage multiple high priority initiatives in a fast paced environments
  6. Ability to work with other teams in  seamless manner
  7. Ability to manage/lead team of 4 to 6 members

 

 

 

 

Contributing Responsibilities

  1. Contribute to the overall application stability and performance.
  2. Contribute to the overall incident reduction and better collaboration within the team.
  3. Invoke , coordinate and interact with various  teams for timely recovery
  4. Perform  staff scheduling to ensure Level 1 support during normal business hours  and on-call supports
  5. Meet goals and KPIs as set by the department manager

 

As BNP Paribas Employee :

  • Contribute to the implementation of operational permanent control policies and procedures in day-to-day business activities, such as Control plan
  • Comply with regulatory requirements and internal guidelines

Maintain professional behavior and collaborate with same and other team members respectfully and positively.

 

 

 

Technical & Behavioral Competencies

 

  • Good Knowledge on Unix and Oracle, Shell scripts, Autosys
  • Knowledge on COBOL, Websphere , Monitoring tools (Geneos/Dynatrace)
  • Able to work in shifts especially Night shift and weekend support (Rotational) and flexible hours on request.
  • Strong Analytical skills
  • Strong written and verbal communication skills

 

 

 

 

 

 

 

Specific Qualifications (if required)

 

 

Engineering Graduate in any discipline or Masters in Information Technology

Experience Band: Around 8 to 10 Years of IT experience preferably in Application Production Support

 

 

                                                     

 

 

 

Skills Referential

 

 

Behavioural Skills: (Please select up to 4 skills)

 

 

Decision Making

 

 

Adaptability

 

 

Ability to deliver / Results driven

 

 

Ability to collaborate / Teamwork

 

 

Transversal Skills: (Please select up to 5 skills)

 

 

 

Analytical Ability

 

 

Ability to develop and adapt a process

 

 

Ability to develop others & improve their skills

 

 

Ability to understand, explain and support change

 

 

Ability to manage a project

 

 

Education Level:

Bachelor Degree or equivalent

 

 

Experience Level

At least 7 years

 

 

Other/Specific Qualifications (if required)

 

 

NA

 

 

 
 
 
 
 
 
 
 

 

 

 

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 24×7 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 Business line/Function :

CIB IT Production Support which is part of Corporate and Institutional Banking business line.

It cover production support  on BNPP core banking application for APAC/Europe/NAR/EMEA regions

 

 

 

 

 

 

 

Job Title:

Senior Support Analyst

Date:

 

 10/Oct/2023

Department:

CIB – IT – GB –

Banking Platform Application Production Support (BP-APS)

Location:

Mumbai

Business Line / Function:

 

CIB IT Production Support

Reports to:

(Direct)

Khilendra Rahangdale

Grade:

(if applicable)

(Functional)

Number of Direct Reports:

NA

Directorship / Registration:

NA

Position Purpose

1.           Responsible for assuring users are provided efficient and timely support on 24X7 basis for Core Banking Applications

2.        Ability to coordinate with onshore team and arrange for all needful for business accordingly.

3.        Accurately communicate pertinent information to all the stakeholders 

4.        Ability to understand the production incident, troubleshoot and provide timely solution

5.        Ability to work on multiple incident/service tracking tools for the complete lifecycle management of incidents and service tickets

6.        Ability to manage multiple high priority initiatives in a fast paced environments

7.        Ability to work with next level Support Team in  seamless manner

8.        Invoke , coordinate and interact with various  teams for timely recovery

9.        Interface with users  employing a high degree of diplomacy

10.    Remains on-call  during off-peak hours to respond to support service issues

11.    Ensure daily, weekly and monthly statistics and status reports are completed

12.    Meet goals and KPIs as set by the department manager

 

Responsibilities

 

Direct Responsibilities

1.  Responsible for assuring users are provided efficient and timely support on 24X7 basis for Core Banking Applications

2.  Accurately communicate pertinent information to all the stakeholders 

3.  Ability to understand the production incident, troubleshoot and provide timely solution

4.  Ability to work on multiple incident/service tracking tools for the complete lifecycle management of incidents and service tickets

5.  Ability to manage multiple high priority initiatives in a fast paced environments

6.  Ability to work with other teams in  seamless manner

Contributing Responsibilities

1.  Contribute to the overall application stability and performance.

2.  Contribute to the overall incident reduction and better collaboration within the team.

3.  Invoke , coordinate and interact with various  teams for timely recovery

4.  Perform  staff scheduling to ensure Level 2 support during normal business hours  and on-call supports

5.  Meet goals and KPIs as set by the department manager

 

As BNP Paribas Employee :

·    Contribute to the implementation of operational permanent control policies and procedures in day-to-day business activities, such as Control plan

·    Comply with regulatory requirements and internal guidelines

Maintain professional behaviour and collaborate with same and other team members respectfully and positively.

Technical & Behavioral Competencies

  • Good Knowledge on Unix and Oracle, Shell scripts, Autosys
  • Knowledge on COBOL, Websphere , Monitoring tools (Geneos/Dynatrace) is value added.
  • Able to work in rotational shifts, weekend support (Rotational) and flexible hours on request.
  • Strong Analytical skills
  • Strong written and verbal communication skills

 

 

Specific Qualifications (if required)

 

Engineering Graduate in any discipline or Masters in Information Technology

Experience Band: At least 5 Years of IT experience preferably in Application Production Support                                                  

 

 

Skills Referential

 

 

Behavioural Skills: (Please select up to 4 skills)

 

 

Decision Making

 

 

Adaptability

 

 

Ability to deliver / Results driven

 

 

Ability to collaborate / Teamwork

 

 

Transversal Skills: (Please select up to 5 skills)

 

 

Analytical Ability

 

 

Ability to develop and adapt a process

 

 

Ability to develop others & improve their skills

 

 

Ability to understand, explain and support change

 

 

Ability to manage a project

 

 

Education Level:

Bachelor Degree or equivalent

 

 

Experience Level

At least 5 years

 

 

Other/Specific Qualifications (if required)

 

 

NA