Application Production Support

Responsibilities

Direct Responsibilities

· For a predefined applications scope take care of:

o Incidents

o Requests

o Changes

· Ensure that SLA targets are met for above activities

· Handover to Paris teams if knowledge and skills are not available in ISPL

· Coordinate closely with Paris OPS teams and all other BNP Paribas IT teams (Incident coordination, Security, Infrastructure, Development teams, etc.)

Contributing Responsibilities

· Contribute to the knowledge transfer with Paris OPS teams

· Contribute to the definition of procedures and processes necessary for the team

· Help build team spirit and integrate into BNP Paribas culture

· Contribute to the regular activity reporting and KPI calculation

· Contribute to continuous improvement actions

· Develop, implement, and manage ITSM processes based on ITIL or similar frameworks.

· Oversee incident, problem, change, release and project management processes.

· Work with cross-functional teams to ensure IT services align with business needs and service level agreements (SLAs).

· Conduct regular reviews of ITSM processes and recommend improvements.

· Manage the IT service catalog and ensure accurate documentation of services and processes.

Technical & Behavioral Competencies

· Knowledge and experience with RedHat Linux administration, Windows, AIX, WAS, CFT and MQ Series 

· Experience with Service Now ticketing system 

· Familiarity with Autosys 

· Knowledge on any monitoring tools (e.g., Dynatrace, SysDig, Kibana)

· Familiarity with database technology is required: Oracle, SQL Server and MongoDB. Capability to execute basic scripts and queries 

· Familiarity with DevOps tools including Gitlab, Ansible, Jenkins.

· Expertise in scripting on one of these (e.g., Python, Bash, PowerShell).

· Familiarity with containerization technologies (e.g., Docker, Kubernetes).

· Experience with any cloud platforms (preferably IBM Cloud).

· Understanding of ITIL or similar ITSM frameworks & tools(e.g, ServiceNow, JIRA service management)

· Knowledge of IT production backup and resilience setup (High Availability setup, Disaster Recovery Plan, etc.) 

· Ability to grasp functional knowledge of application

· Good written and spoken English 

· Measure and identify areas for improving Quality and overall Delivery 

· Able to communicate efficiently 

· Good Team Player 

Specific Qualifications:

Skills Referential (Required knowledge, skills and abilities)

Technical Skills:

• Linux/Windows
• SQL/MongoDB
• Cloud
• Kubernetes and Gitlab

Behavioral Skills:

• Ability to collaborate / Teamwork
• Communication skills - oral & written
• Creativity & Innovation / Problem solving
• Critical thinking
• Decision Making

Education Level: Bachelor Degree or equivalent

Location: Chennai