Application Production Support Analyst

1 month ago

Mumbai, India BNP Paribas Full time

About BNP Paribas Group:

BNP Paribas is a top-ranking bank in Europe with an international profile. It operates in 71 countries and has almost 199 000 employees. The Group ranks highly in its three core areas of activity: Domestic Markets and International Financial Services (whose retail banking networks and financial services are grouped together under Retail Banking & Services) and Corporate & Institutional Banking, centred on corporate and institutional clients. The Group helps all of its clients (retail, associations, businesses, SMEs, large corporates and institutional) to implement their projects by providing them with services in financing, investment, savings and protection. In its Corporate & Institutional Banking and International Financial Services activities, BNP Paribas enjoys leading positions in Europe, a strong presence in the Americas and has a solid and fast-growing network in the Asia/Pacific region.

About BNP Paribas India Solutions:

Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas SA, a leading bank in Europe with an international reach. With delivery centers located in Bengaluru, Chennai and Mumbai, we are a 24x7 global delivery center. India Solutions services three business lines: Corporate and Institutional Banking, Investment Solutions and Retail Banking for BNP Paribas across the Group. Driving innovation and growth, we are harnessing the potential of over 6000 employees, to provide support and develop best-in-class solutions.

About Businessline/Function :

Corporate and Institutional Banking has an active IT ecosystem with its own IT backbone that involves a large workforce of IT employees working for DEV, Testing and Support projects.

CIB ITO Production ensures the provision of industrialized and digital production services. The objective is to offer innovative products and services to its customers in a performing, global and secured environment in order to speed up delivery and time to market. CIB ITO Production manages operational risk by running stable and robust IT production platforms. CIB ITO production hosts critical service delivery scope comprising of Global Markets, Global Banking, Client & Employee, ALM&T and BP2S.

C&E –Client and Employee APS primarily provides functional and technical support to the application portfolio, which manages End2End Lifecycle of the BNP Paribas Client from prospection until Client Servicing. The application covers business functionality starting from Onboarding of the clients by ensuring 360° due diligence (KYC), maintaining the relationship throughout the lifecycle and delivering robust and timely client servicing using highly scaled in-house and 3rd party applications.

Job Title:

Senior Application Support engineer

Date:

Department:

APS Client and Employee

Location:

Mumbai

Business Line / Function:

CIB IT Production – APS Client and Employee

Reports to:

(Direct)

Grade:

(if applicable)

(Functional)

Number of Direct Reports:

Directorship / Registration:

NA Position Purpose

Job profile mainly focuses on the functional and technical support application.

Responsibilities

Functional Responsibilities

Main responsibilities are:

Perform well industrialized application support tasks and industrialize further tasks : Managing Support Mailbox User access management Process requests/user queries in support mailbox Technical investigation and resolution of support issues Document and execute the regular system checks at various points in the day. Build up the documentation for further enhancement of the process. Incident management Follow all local policies for coming in shifts, weekend checks and releases. Take Ownership in Crisis, extra commitment in the gaps when many resources are on vacation/leave. Attend standups (whiteboard) and ensure smooth handover between the shifts. Ensure process improvement at Service Management level– Thorough understand and follow the process for ITSM, Incident and Problem Management Commitment to teamwork of highest standards. Participate in BCP working; Ensure strong governance and control Ensure established functions raise the bar a notch above via Continuous improvement and level up. Participate in Team shifts, Weekend releases and Holiday coverage. Ensure all reported incidents are correctly logged, investigated, understood, explained and followed up to avoid reoccurrence.

Technical Responsibilities

Pro-actively monitor, manage and improve availability and performance of the production environments from presentation and application layers to middleware and databases.

· Monitor all application components and in-out data with the help of provided tools and act proactively to prevent data issues, performance issues or application crash.

· Monitor batches with the help of provided tools and act proactively on failed batches while being ensuring that the preventive actions were implemented to avoid the future failures.

· Perform capacity management of in-scope applications by proactively monitoring the application behavior. Alerts Application Production and Development teams of any potential risks in the future

· Provide feedback and propose solutions to management on performance and capacity.

· Customize production tools (monitoring, batch scheduling, backups, deployment tolls, automation)

· Create and maintain documentation about issue resolutions and process guidelines for easy resolution of future issues.

· Providing coaching and mentoring to junior colleagues, transferring skills and expertise as required.

· Ensure logging all issues or intercepted by monitoring tool in the Bank’s ticket management system Service Now.

· Monitor recurrent incidents and perform problem management to ensure permanent fix with the help of IT partners.

· Coordinate with Infrastructure teams on events of patching & upgradation of servers to ensure the applications are stable & running after the infra work.

· Active participation in Disaster Recovery exercise to validate the resilience of production ecosystem for business.

· Ensuring the timely delivery of Production Releases & change in staging and production ecosystem as per the agreed schedule.

· Ensuring all application logs are fit for purpose and fit for use.

· Explore opportunities of innovation and automation while in line with all policies

· Adopt CIB Standard tools, industrialize monitoring, industrialize Release management whilst seeking reduction of dependency on manual interventions by support staff, e.g. leveraging enterprise batch scheduling and enterprise monitoring tools

· Collaborate efficiently with Level 3 Infra and Developments teams to respond to incidents to restore normal services to the business at earliest.

Collaborate efficiently with Dev and release management team to automate release delivery respecting the DEVOPS best practices. Technical & Behavioral Competencies

Behavioral and Transversal Skills

Analysis and communication skills Ability to clearly explain technical and functional issues Ability to work under pressure in a changing environment Capable to cope calmly with stressed people facing system issues Strong sense of issue ownership and business accountability Problem solving minded Capacity to find own way in a very complex suite of systems and infrastructure

Other Requirements:

Highly motivated Strong desire to investigate and resolve issues in the short term (workaround / setting up procedure) and longer term (participate to the definition of proper fix) Genuine interest in supporting trading systems Interest to work in financial IT and learn business. Inquisitive mind. Good personal organization to follow up simultaneously a very large number of support issues. Understand users’ need and convert them to IT requirements.

Technical Skills

System administration – Good experience on Windows and Linux/Unix systems : IIS, ,  Apache, Tomcat, Java EE, TCP, WebSphere, WebSphere MQ, WebLogic, IBM HTTP Server, JENKINS, , TCP/IP, TIBCO RV, , MQ. Excellent knowledge of Databases preferably Oracle or SQL Server. Knowledge of File Transfer protocol and tools like - CFT, UTS, FTP, SFTP. Practical experience with Production tools like Geneos, Dynatrace, Introscope, Service Now, Confluence, Univiewer, Autosys, and Witbe etc. Good understanding of Network principles and practical knowledge of load balancing technologies, as F5 Big-IP is essential Exposure to JAVA. Scripting (Python, PERL, Shell, SQL....) and development skills for administration, monitoring and support tools. Understanding of application lifecycle. Appreciation of production processes, including change and release management. Good incident and problem management skills, with knowledge of ITIL beneficial. Specific Qualifications (if required)

Well versed in Functional Support, Unix, Oracle

Skills Referential

Behavioural Skills: (Please select up to 4 skills)

Communication skills - oral & written

Ability to collaborate / Teamwork

Ability to deliver / Results driven

Client focused

Transversal Skills: (Please select up to 5 skills)

Analytical Ability

Ability to develop and adapt a process

Ability to understand, explain and support change

Ability to anticipate business / strategic evolution

Ability to develop others & improve their skills

Education Level:

Bachelor Degree or equivalent

Experience Level

At least 3 years

Other/Specific Qualifications (if required)

Added value kills:

Prior experience of Production Support preferably in banking domain. Experience in Middleware technology like – WebSphere, WebLogic.                  

NA

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