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 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, Regulatory & Control IT and BP2S. Job Title Senior Support Analyst Date 1-April-2025 Department Global Markets - IT Location: Bangalore Business Line / Function Application Production Suport Reports To (Direct) Manish GOYAL / Sreekanth IYER Grade (if applicable) (Functional) Number Of Direct Reports Directorship / Registration: Position Purpose BNP Paribas is looking for dynamic and highly motivated individuals for the role of Application Production Support. The person will be responsible to provide level 1 and level 2 functional and technical support. The role will be challenging and will involve high level of commitment and pro-activeness to maintain the 24*7 availability of the applications while being leveraging on other sites in follow the sun model. Job profile at a glance, the role will mainly focus on the functional and technical support of in-scope applications including but not limited to monitoring, troubleshooting, resolving 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 resolve user queries and provide functional support while being leveraging on the systems technical architecture knowledge. Provide technical support by ensuring the smooth execution of batches, delivering the production change; manage Incidents and problem within the in-scope applications. The role also needs to ensure high availability of the application. Ensure that all relevant events and issues are recorded and resolved in timely manner. Responsibilities Direct Responsibilities - Act as first line of contact for end users to register their queries and concerns and provide Level1 and Level2 functional and technical resolutions. - Coordinate with Level3, Infra or ADM Teams as applicable for quicker resolution of issues/incidents whilst ensuring the timely communications to end users. - 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. - Pro-actively monitor, manage and improve availability and performance of the production environments from presentation and application layers to middleware and databases with the help of provided tools. - Create and maintain documentation about issue resolutions and process guidelines for easy resolution of future issues. - Ensure logging all issues raised by user 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. - Explore opportunities of innovation and automation while in line with all policies - Ensuring the timely delivery of change in staging and production ecosystem as per the agreed schedule. - Handle access management for end users. - 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 improvement and capacity. - Customize production tools (monitoring, batch scheduling, backups, deployment tolls, automation) - 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 Dev and release management team to automate release delivery respecting the DEVOPS best practices. Contributing Responsibilities - Increasing productivity of team and company as a whole by striving for excellence. - Motivating self and the team to take on new tasks. - Challenge existing process for continuous improvements. Technical & Behavioral Competencies Technical Skills Must have - Strong experience with Windows or Linux based infrastructure platforms - Experience with Windows or Linux Server administration - Ability to troubleshoot and solve main Linux issues, like identifying process blocking specific port, searching for a specific value in files, ... - Strong experience with databases such as Oracle DB or Microsoft SQL Server or any other Database - Ability to create detailed technical documents / videos for sharing knowledge Good to have (at least 3 from the below) - Experience with IIS Administration / Weblogic /Webshpere administration - Ability to troubleshoot IIS / .NET main issues - Ability to create / maintain PowerShell scripts. - Ability to create / maintain bash script. - RHEL experience is an asset. - Ability to troubleshoot performance issues - Ability to monitor database performances, using monitoring tools or SQL queries - Experience with Java application servers like IBM WebSphere or Apache Tomcat. - Ability to configure a Java Application Server, notably:JVM settings,HTTP Connector configuration,Database Connection Pool,MQ Connection Pool - Experience with Java/ .NET applications - Ability to troubleshoot memory issues - Perform Memory and Thread dump with Java monitoring tools (Dynatrace, Geneos) - Ability to troubleshoot performance issues - Investigate application slowness with proper monitoring tools (Dynatrace, Autosys, Geneos) - Experience with a scripting languages such as Python, Groovy, Bash, PowerShell. - Ability to write a small sample application to validate configuration / connectivity - Ability to write / maintain deployments scripts written in Ansible (Python) and Jenkins Pipeline (Groovy) - Ability to write / maintain scripts in Bash or PowerShell, to execute directly on Linux / Windows hosts - Experience with ELK stack - Ability to collect data and send them to Elastic search - Ability to create reports and dashboards in Kibana Behavioral Skills Must have - Ability to provide step-by-step functional and technical help, both written and verbal. - Ability to diagnose and troubleshoot technical and functional issues. - Strong skills on coordination, assignment, challenge the status quo and be proactive. - Ability to Collaborate /Team Work in multi-location distributed environment. - Experience in problem-solving and communication skills - Ability to train / mentor juniors in the team. - Transformational mindset with strong motivation for automations. - Enthusiastic to work in challenging environment. - Decision Making - Client focused. Transversal Skills - Ability to understand, explain and support change - Analytical Ability - Ability to develop others & improve their skills - Ability to develop and leverage networks Skills Referential Specific Qualifications (if required) Behavioural Skills: (Please select up to 4 skills) Ability to collaborate / Teamwork Decision Making Ability to deliver / Results driven Ability to share / pass on knowledge Transversal Skills: (Please select up to 5 skills) Ability to understand, explain and support change Ability to develop and adapt a process Analytical Ability Ability to set up relevant performance indicators Education Level Ability to develop others & improve their skills Bachelor Degree or equivalent Experience Level At least 3 years