Senior Support Analyst

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 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

Contributing Responsibilities

As BNP Paribas Employee :

Maintain professional behavior and collaborate with same and other team members respectfully and positively. Technical & Behavioral Competencies

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 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 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

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