Senior Support Analyst

Job Description About BNP Paribas India Solutions Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas SA, European Union's leading bank 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 10000 employees, to provide support and develop best-in-class solutions. About BNP Paribas Group BNP Paribas is the European Union's leading bank and key player in international banking. It operates in 65 countries and has nearly 185,000 employees, including more than 145,000 in Europe. The Group has key positions in its three main fields of activity: Commercial, Personal Banking & Services for the Group's commercial & personal banking and several specialised businesses including BNP Paribas Personal Finance and Arval; Investment & Protection Services for savings, investment, and protection solutions; and Corporate & Institutional Banking, focused on corporate and institutional clients. Based on its strong diversified and integrated model, the Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporates and institutional clients) to realize their projects through solutions spanning financing, investment, savings and protection insurance. In Europe, BNP Paribas has four domestic markets: Belgium, France, Italy, and Luxembourg. The Group is rolling out its integrated commercial & personal banking model across several Mediterranean countries, Turkey, and Eastern Europe. As a key player in international banking, the Group has leading platforms and business lines in Europe, a strong presence in the Americas as well as a solid and fast-growing business in Asia-Pacific. BNP Paribas has implemented a Corporate Social Responsibility approach in all its activities, enabling it to contribute to the construction of a sustainable future, while ensuring the Group's performance and stability Commitment to Diversity and Inclusion At BNP Paribas, we passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued, respected and can bring their authentic selves to work. We prohibit Discrimination and Harassment of any kind and our policies promote equal employment opportunity for all employees and applicants, irrespective of, but not limited to their gender, gender identity, sex, sexual orientation, ethnicity, race, colour, national origin, age, religion, social status, mental or physical disabilities, veteran status etc. As a global Bank, we truly believe that inclusion and diversity of our teams is key to our success in serving our clients and the communities we operate in. About Business Line/Function The mission of Risk Systems is to provide Senior Management of the Group, of the Operating Divisions, and of RISK with full transparency and dynamic analysis of the risks and clients managed by Corporate Investment Banking (CIB) and Investment Solutions (IS) Business Units, as per the scope detailed below. On Market & Liquidity risks: it is Group-wide. Risk Systems comprehensively covers the CIB capital markets activities, ALM Treasury as well as the IS Business Units, On Counterparty risks: it is Group-wide. Risk Systems covers all counterparty risks arising from derivative and repo transactions, Depending on mandates given, Risk Systems also assumes, directly or indirectly, responsibilities on the above risk categories in specific areas of the Retail Business Units. To provide a fully integrated market and counterparty risk management system, combining flexibility with industrial reliability, operating at the heart of the bank's risk management framework helping to protect shareholder value and the integrity of investment banking activities. Position Purpose The Production Support Engineer for ClarityPPM is the primary steward of the live Clarity environment. The role ensures that the tool is always available, performant, secure, and aligned with business processes. The engineer works 247 (on call rotation) and partners with the Business, Development, Infrastructure, and Vendor teams to resolve incidents, implement changes, and continuously improve the platform. Responsibilities Direct Responsibilities - System Monitoring & Health: - Set up automated alerts for SLA breach, job failures, and security events. - Perform daily health checks and generate green status reports. - Incident Management - Log, prioritize, and triage all incoming tickets (ServiceNow, JIRA, etc.). - Diagnose and resolve production incidents within defined response/resolution times (P1 P4). - Escalate to vendor or development when root cause exceeds support scope. - Conduct post incident reviews (PIR) and update knowledge base. - Problem Management & Root Cause Analysis - Identify recurring issues and launch problem investigations. - Drive corrective actions (patches, configuration changes, process tweaks). - Maintain a backlog of known errors and work with the vendor for fixes. - Change & Release Management - Review, test, and approve all change requests (CRs) impacting Clarity (configuration, patches, upgrades, custom scripts). - Execute scheduled releases using change control tools (e.g., ServiceNow Change Management). - Perform pre and post deployment validation, rollback planning, and impact analysis. Technical & Behavioral Competencies Technical Qualification - 3 5years administering ClarityPPM (or similar PPM suite). - Strong SQL/PL SQL (Oracle, SQL Server) writing queries, performance tuning. - Experience with application servers (Tomcat, WebLogic, JBoss) and Java/J2EE basics. - Working knowledge of Incident, Problem, Change, and Release Management processes (ITIL Foundation preferred). - Monitoring (Splunk, New Relic, Dynatrace, Grafana) - Ticketing (ServiceNow, JIRA Service Management) - Version control (Git, SVN) - Documentation platforms (Confluence, SharePoint). - Scripting (JavaScript, Groovy, PowerShell/Bash) for customizations and automation. Non-Technical Qualifications - Excellent communication both verbal and written. - Excellent problem-solving and logical thinking. - Team player - Process-oriented - Innovation/Out-of-the-box thinking Specific Qualifications (if Required) - B.E / B. tech or equivalent Preferred Certifications / Affiliations - FRM/CFA certifications would be a plus. Experience Level: At least 5 years