GSS Support / Senior Support Analyst

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 End 2 End 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:Support Analyst/ Senior Support AnalystDate:10/07/2020Department:CIB ITO PRODLocation:GlobalBusiness Line / Function:GSS Global Support ServicesReports to:(Direct)Grade:(if applicable)(Functional)Number of Direct Reports:NADirectorship / Registration:NAPosition PurposeBNP 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 ResponsibilitiesMonitor applications/end to end value chain in scope with the help of provided toolsManage alerts for resolution and escalate for investigationMaintain documentation about alerts and process guidelines for easy resolution of issues and follow up during incident managementDiagnose and troubleshoot technical issues as per shared guidelines.Act as first line of contact for end users to register their queries and concernsLiaise with Level2, Infra Teams, Incident manager in case of global issuesKeep track of impact and follow through the age of incidentsEnsure problems are correctly registered for high priority incidents and follow up for timely closure.Provide prompt and accurate feedback to customersPrioritize and manage several open issues at one timeDocument technical knowledge in the form of notes and manualsContributing Responsibilitiesocumentation and review of application data.Maintaining the repository of category based production alerts and timely escalation of repeated issues.Technical & Behavioral CompetenciesTechnical CompetenciesKnowledge on Linux, Middleware, SQL & monitoring tools.Familiarity with Production tools like Geneos, Service Now, Confluence, Autosys etc.Knowledge of ITIL concepts and principles.Knowledge on Python and ITIL certification will be considered as assetBasic knowledge of Linux, Windows, SQL is mandatoryBehavioral CompetenciesEnthusiastic to work in challenging environment.Ability to diagnose and troubleshoot basic technical issuesExcellent problem-solving and communication skillsAbility to provide step-by-step technical help, both written and verbalDynamic 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 ReferentialBehavioural Skills: (Please select up to 4 skills)Decision MakingCommunication skills - oral & writtenClient focusedAbility to deliver / Results drivenTransversal Skills: (Please select up to 5 skills)Ability to develop and adapt a processAnalytical AbilityAbility to develop and adapt a processAbility to understand, explain and support changeEducation Level:Bachelor Degree or equivalentExperience LevelAt least 3 yearOther/Specific Qualifications (if required)

, *Bachelor Degree or equivalent

Keyskills :
unixsqlchange managementincident managementslamajor incident managementretail bankingcommand centerproblem solvingglobal deliveryasset managementwealth management