Application Production Support

Responsibilities

Direct Responsibilities

• For a predefined applications scope take care of:

• o Incidents
• o Requests
• o Changes

• Ensure that SLA targets are met for above activities
• Handover to Paris teams if knowledge and skills are not available in ISPL
• Coordinate closely with Paris OPS teams and all other BNP Paribas IT teams (Incident coordination, Security, Infrastructure, Development teams, etc.)

Contributing Responsibilities

• Contribute to the knowledge transfer with Paris OPS teams
• Contribute to the definition of procedures and processes necessary for the team
• Help build team spirit and integrate into BNP Paribas culture
• Contribute to the regular activity reporting and KPI calculation
• Contribute to continuous improvement actions
• Develop, implement, and manage ITSM processes based on ITIL or similar frameworks.
• Oversee incident, problem, change, release and project management processes.
• Work with cross-functional teams to ensure IT services align with business needs and service level agreements (SLAs).
• Conduct regular reviews of ITSM processes and recommend improvements.
• Manage the IT service catalog and ensure accurate documentation of services and processes.

Technical & Behavioral Competencies

• Knowledge and experience with Devops tool including Gitlab, Kubernetes, Openshift
• Experience with Service Now ticketing system
• Knowledge on any monitoring tools (e.g., Dynatrace, SysDig, Kibana)
• Familiarity with database technology is required: Oracle, SQL Server or MongoDB. Capability to execute basic scripts and queries
• Expertise in scripting on one of these (e.g., Python, Bash, PowerShell).
• Familiarity with containerization technologies (e.g., Docker).
• Experience with any cloud platforms (preferably IBM Cloud).
• Understanding of ITIL or similar ITSM frameworks & tools(e.g, ServiceNow, JIRA service management)
• Ability to grasp functional knowledge of application
• Knowledge of IT production backup and resilience setup (High Availability setup, Disaster Recovery Plan, etc.)
• Good written and spoken English
• Measure and identify areas for improving Quality and overall Delivery
• Able to communicate efficiently
• Good Team Player

Specific Qualifications

• APS with DevOps knowledge
• Skills Referential (Required knowledge, skills and abilities)

Technical Skills

• Linux/Windows/SQL
• Cloud
• Kubernetes and Gitlab
• Dynatrace, Kibana

Behavioral Skills

• Ability to collaborate / Teamwork
• Communication skills - oral & written
• Creativity & Innovation / Problem solving
• Critical thinking
• Decision Making

• Education Level: Bachelor Degree or equivalent
• Location: PreferablyMumbai