Job Title: APPLICATION PRODUCTION SUPPORT

Department: CIB – CEFS APS

About Business line/Function: a

CIB is the corporate‑and‑institutional‑banking arm of the French banking group BNP Paribas. It sits between the retail‑banking division (BNP Paribas Personal Finance & Retail Banking) and the asset‑management arm (BNP Paribas Asset Management).

Position Purpose

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

Responsibilities

Direct Responsibilities

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.

Contributing 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

Practical experience with Production tools like Geneos, Dynatrace, Univiewer/ Dollar U Autosys, and Witbe etc.
Scripting ( Any primary - PowerShell , Shell, SQL, UNIX, Phyton ....) and development skills for administration, monitoring and support tools.
Good experience on Windows and Linux/Unix systems : Good to have IIS, Apache, Tomcat, Java EE, TCP, WebSphere, WebSphere MQ, WebLogic, IBM HTTP Server, JENKINS,
Knowledge of Databases preferably Oracle or SQL Server.
Knowledge of production processes, including change and release management.
Good incident and problem management skills, with knowledge of ITIL beneficial
Knowledge of File Transfer protocol and tools like - CFT, UTS, FTP, SFTP.
Exposure to JAVA and .Net applications.

Specific Qualifications

Minimum 5 years of experience along with Bachelor's Degree
Well versed in Functional Support, Unix, Oracle

Technical Skills

Skills Referential (Required knowledge, skills and abilities)

Practical experience with Production tools like Geneos, Dynatrace, Univiewer/ Dollar U Autosys, and Witbe etc.
Scripting ( Any primary - PowerShell , Shell, SQL, UNIX, Phyton ....) and development skills for administration, monitoring and support tools.
Good experience on Windows and Linux/Unix systems : Good to have IIS, Apache, Tomcat, Java EE, TCP, WebSphere, WebSphere MQ, WebLogic, IBM HTTP Server, JENKINS,
Knowledge of Databases preferably Oracle or SQL Server.
Knowledge of production processes, including change and release management.
Good incident and problem management skills, with knowledge of ITIL beneficial
Knowledge of File Transfer protocol and tools like - CFT, UTS, FTP, SFTP.
Exposure to JAVA and .Net applications.

Behavioral 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

Education Level: Bachelor Degree or equivalent

Location: Mumbai

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 specialized 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.

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.

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. 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.

Application Production Support Analyst