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