Application Production Support – Functional Support

Job description

**Job Title:** Application Production Support (APS) – Functional Support **Department** : ISPL ITGP **About Business Line/Function** BNP Paribas IT teams provide infrastructure, development and production support services to all applications used worldwide by all business lines. There is a great variety of technologies and infrastructures from legacy systems to cutting edge Cloud technologies. Within BNP Paribas Group IT, teams are organized in several divisions called “APS” which are each responsible for a business line. - BCEF - Personal Finance - Payments - Group Functions - Cardif - Real Estate The current position is to be filled within Real Estate APS team. CTO Personal Real Estate is responsible for the Production for Real Estate, either Application Production, Infrastructure and/or Production Security. The organization relies on Producers (ITG, BP2I, CIB ITO, Local Producer) for Infrastructure services and platforms. The CTO manages Application Production for Real Estate - Manage Production environment for applications, guaranteeing quality & stability for Business, relying on Data. - Frame & run conditions to consume infrastructure services for applications in a secure mode. - Advice Métiers to adopt proper technologies means regards to business application needs. **Position Purpose** The ISPL RE APS team is being built to set-up a global Real Estate APS delivery of services in synergy with teams in France & other international sites of Real Estate APS. Leveraging BNP Paribas Paris team’s expertise and ISPL IT skills, the goal is to enable applications flawless production. The mutualized APS team is meant to provide a set of added value functional and technical services to Real Estate business lines, contributing to major IT transformations including infrastructure obsolescence management, infrastructure security updates, modernization of our tools & technologies, automation of our operations thus building a secure and stable production environment. The APS team also ensures that the appropriate monitoring level is in place to supervise both infrastructure and application parameters. From a functional standpoint, APS ensures the proper operation of applications in terms of data accuracy and relevance, expected functional outcomes, correct execution of functional and technical flows, application monitoring, and operating cost optimization. As part of the extended Production Management team, you will actively contribute to the Real Estate transformation plan, working closely with the various stakeholders. This team will actively co-ordinate & lead together with France team on different transformation levers of Real Estate Production. To meet these challenges, the APS team will be using BNP Paribas procedures and processes defined by Paris teams or jointly defined with ISPL teams. A strong relationship is also to be built between the RE APS team and dedicated business lines’ teams. The team’s scope will be expanded in the future beyond the first set of activities described depending on business applications needs and the overall BNP Paribas IT organization. **Direct Responsibilities** - Provide functional and technical support for applications within the scope, including incident resolution, problem management, and coordination with development and production teams. - Handle user requests, provide guidance, and propose solutions to issues encountered. - Perform tests and analyses to identify root causes and recommend appropriate remediation. - Work with development teams to implement fixes, enhancements, and application updates. - Document procedures and solutions to enable future support and user training. - Ensure regular monitoring and maintenance of applications to guarantee availability and performance. - Manage the end-to-end lifecycle of functional requests and incidents, from escalation to resolution. - Ensure proper ownership and/or escalation to the appropriate expert support levels. - Keep users informed regularly whenever the status/progress of their request changes. - Ensure overall user satisfaction across the supported community. - Contribute to identifying application issues and driving their resolution in the short, mid, and long term. - Define improvement recommendations across short-, mid-, and long-term horizons, prioritizing the most effective actions. - Deploy end-to-end functional monitoring leveraging standard Group tools such as Dynatrace. - Analyze incidents and propose preventive action plans to reduce recurrence risk. - Propose and, when relevant, initiate actions to simplify application management and maintenance. - Automate tasks within the scope. - Define and maintain the service continuity action plan for the application perimeter in charge. - Ensure consistency of the application portfolio. - The role may be subject to on-call duty (short/mid term) Coordinate above actions with other teams, especially Paris APS & worldwide application development teams. Contributing Responsibilities - Contribute to the knowledge transfer with Paris APS 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. - Contribute to the acquisition by ISPL team of new skills & knowledge to expand its scope. **Technical & Behavioral Competencies – Mandatory** - Good written and spoken English. - Measure and identify areas for improving Quality and overall Delivery. - Able to communicate efficiently. - Good Team Player **Technical & Behavioral Competencies – Desirable** - Knowledge of ITIL and any relevant tool - Familiarity with transact-SQL on any of the database technologies, e.g., Oracle and SQL Server **Key Competencies** - Creativity & innovation / Probl