Application Production Support

Job description

**Job Title:** Production Support Analyst **Department** : CIB Production – GM IT **About Business line/Function:** CIB Production **Position Purpose:** Replacement **Responsibilities** Direct Responsibilities The team is concerned with the production support – both functional and technical. It also manages all changes in the Production environment to facilitate an agile change management while maintaining maximum uptime for Business. The systems are used globally with major data center hubs in London, Paris, NY, Tokyo and Singapore. The eCom APS supports all applications in the BNPP eCommerce & Digital Business unit. Almost all the applications are in-house developed with custom built feature sets. Team members are expected to support multiple applications under different business lines. Team members participate in a 7 am to 10 pm five days a week shift rota in addition to change management during out-of-hours and occasional weekend work. **The Production Engineer Main Responsibilities Are** **Day to day Functional support** - Provides first level support for internal clients and second level for external clients - Service all user queries - functional or technical. Own all queries and provide solutions - Coordinate with other APS teams - Hand-over with follow the sun support teams. **Incident and Problem Management** - Diagnoses issues: investigate & establish their root case. - Communicate incident details, fixes & workarounds with internal users and management - Ensure all incidents are correctly logged in the incident management system with all relevant details - When needed initiate & manage a task force over critical incidents - Liaises with upstream and downstream systems support teams & development teams as appropriate **Application Monitoring** - Monitors application status, carry out actions tagged to alerts - Maintain monitoring dashboards **Knowledge management, training and documentation** - Own team knowledge base on wiki for all in-scope applications - Ensures regional support teams are trained as required, especially, over releases/changes **Continuous Service Level improvement** - Contribute to capacity management of in-scope applications. Proactively track trends in application behaviour, load & performance. - Ensure that all application support logs are fit for purpose. - Actively seek to bring more efficiency & reduce manual tasks by support staff, e.g. scripting, leveraging on batch scheduling and monitoring tools **Maintenance and enhancements** - Manage & Coordinate Changes: Functional & technical validation on preproduction and production environments, implement deployment steps and perform post release checks. - Communicate Release Notes to internal users and globally based client service desks - Liaises with the IT development teams to ensure enhancements and bug fixes are prioritized, and completed as appropriate - Participates to DR and BCP exercises Contributing Responsibilities - The Production Engineer will work with other teams to respond to incidents and resolve issues promptly, often under pressure, to restore normal services to the business. Therefore, ability to be on call and provide support out of hours is essential in addition to the early/late shifts. Since it is a support of global applications, weekend duties and duties on holidays are essential. - Provide feedback and propose solutions to management on performance, capacity - Application production support Egg will be responsible to manage application health and investigate application problems. Candidate should be able to coordinate with multiple stakeholders for timely closer of problem. **Technical & Behavioral Competencies** - Knowledge of Capital Markets business and environments is essential Desirable IT Skills - Strong SQL: SQL Server, Oracle - Jira, Wiki and service now - Knowledge of using Windows and Linux - Scripting: Windows commands, Windows Scripting, Python Scripting - Be aware of – - Market Data Mechanisms - Existence of used technologies: FIX, TCP/IP, TIBRV, MQSeries and other middleware, C++, Java, C#/.NET etc - Understanding of application lifecycle - Application of production processes, including change and release management Good incident and problem management skills, with knowledge of ITIL beneficial. **Specific Qualifications** - Bachelor of Engineering (BE) - BTECH - MCA **Technical Skills** **Skills Referential** **(** **Required knowledge, skills and abilities)** - Strong SQL: SQL Server, Oracle - Scripting: Windows commands, Windows Scripting, Python Scripting - Knowledge of using Windows and Linux - Knowledge of Capital Markets business and environments is essential Desirable IT Skills - Be aware of – - Market Data Mechanisms - Existence of used technologies: FIX, TCP/IP, TIBRV, MQSeries and other middleware, C++, Java, C#/.NET etc - Understanding of application lifecycle **Behavioral Skills** - Communication skills - oral & written - Creativity & Innovation / Problem solving - Ability to deliver / Results driven - Client focused **Transversal Skills** - Ability to understand, explain and support change - Ability to develop and adapt to a process - Ability to develop and leverage networks - Ability to set up relevant performance indicators - Ability to manage a project **Education Level:** Bachelor of Engineering/BTECH/MCA **Location:** Centaurus - Thane **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 solu