GSS - Support Analyst

BNP Paribas

Mumbai, Maharashtra
Permanent
Full-time

20 days ago

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 stabilityCommitment to Diversity and InclusionAt 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:GSS – Global Support Services is a forward-looking Digital Command Center equipped to provide following “Support as a Services”: Primary services will include 24*7 Monitoring of production health in terms of End2End chains, event based Monitoring, incident classification/communication/escalation, Crisis & major incident management, predictive & trend analysis. GSS will also comprise of engineering team actively focusing on automating non-applicative redundant manual tasks & processes governed at CIB ITO production level.Job Title:Support AnalystDate:05/01/2024Department:CIB Production Enablement - FactoriesLocation:GlobalBusiness Line / Function:GSS – Global Support ServicesReports to:(Direct)Cyrus D'MELLOGrade:(if applicable)(Functional)Number of Direct Reports:NADirectorship / Registration:NAPosition PurposeBNP Paribas is looking for dynamic and highly motivated individuals for the role of Production Support Analyst. The person will be responsible to own the monitoring and first level of trouble shooting of applications in production environment. The role will be challenging and will involve high level of commitment and pro-activeness to maintain the 24*7 availability of the applications.ResponsibilitiesJob profile at a glance, the role will mainly focus on the monitoring, troubleshooting 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 ensure that all relevant events and issues are recorded and resolved in timely manner. In case the issue is out of scope, there will be other specialized teams available for your help. In that case the responsibility will be of a coordinator to inform the relevant teams and make them aware and aid them with information to troubleshoot the issue. Apart from the issues, the role will also require to raise incidents on behalf of users and escalate the tickets to concerned support teams. During releases and planned downtimes, the Command Centre will be responsible for management communications and orchestration of the activities among different teams.The front-line support will also be responsible to identify the gaps in monitoring and suggest improvements. Knowledge of scripting language like Perl/ python/ shell will be required for basic level of automations and scripting. Support person will also be in charge of business impact tracking in-order to update stakeholders in real time and prioritize/escalate the subjects as per need. The role will also require the person to be familiar with tools like Geneos, Service Now and Confluence. Knowledge on scripting language like Python will be an asset.Direct Responsibilities· Monitor applications/end to end value chain in scope with the help of provided tools· Manage alerts for resolution and escalate for investigation· Maintain documentation about alerts and process guidelines for easy resolution of issues and follow up during incident management· Diagnose and troubleshoot technical issues as per shared guidelines.· Act as first line of contact for end users to register their queries and concerns· Liaise with Level2, Infra Teams, Incident manager in case of global issues· Keep track of impact and follow through the age of incidents· Ensure problems are correctly registered for high priority incidents and follow up for timely closure.· Provide prompt and accurate feedback to customersContributing Responsibilities

Documentation and review of application data.
Maintaining the repository of category based production alerts and timely escalation of repeated issues.

Technical & Behavioral CompetenciesTechnical Competencies

Basic knowledge of Linux, Windows, SQL is mandatory
Knowledge on Linux, Middleware, SQL & monitoring tools.
Familiarity with Production tools like Service Now, SOI, Confluence, Autosys etc.
Knowledge on any of the monitoring tools like Geneos or Dynatrace is required.
Knowledge of ITIL concepts and principles are mandatory.

Behavioral Competencies

Enthusiastic to work in challenging environment.
Ability to diagnose and troubleshoot basic technical issues
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
Dynamic approach to cater to different situations and applications based on business chains.

Specific Qualifications (if required)

Graduate in Computers/IT field with 1 to 3 years of experience.
Previous experience in production support project will be preferred.

Skills ReferentialBehavioural Skills: (Please select up to 4 skills)Decision MakingCommunication skills - oral & writtenClient focusedAbility to deliver / Results drivenTransversal Skills: (Please select up to 5 skills)Ability to develop and adapt a processAnalytical AbilityAbility to develop others & improve their skillsAbility to understand, explain and support changeAbility to inspire others & generate people's commitmentEducation Level:Bachelor Degree or equivalentExperience LevelAt least 1 yearOther/Specific Qualifications (if required)QualificationsNA

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