Support Analyst

Job description

Job Title: Senior Support Analyst - APS Department: ALMT - APS **About Business Line/Function** ISPL ALMT APS is a team formed in ISPL to support L1/L2 activities for the all the ALMT applications which will cover Front Office tools, Back office tools, ALMT Micro Services Infrastructure and Treasury Steering application Global support. **Position Purpose** This is for a Support Analyst role, reporting to the Application Support Manager within ISPL ALMT APS The role includes ITIL Operations, Transition & Design activity, strongly collaborating with the global team and the other Technology teams in ISPL. This is an excellent opportunity for a highly motivated and skilled candidate to join a very dynamic company and work in an exciting environment. APS team member would be working on standard banking software & in-house applications etc.. The APS team member is responsible for providing production support, maintenance of key application platforms **Responsibilities** Direct Responsibilities - Serve as the primary Level 1/2 analyst for technical and product incidents, delivering prompt resolutions and escalating complex cases as needed. - Leverage deep expertise in BusinessObjects (BO) tools—including CMC, UMT, PMT, RCT, UDT, IDT, and Instance Manager (BI 4.3)—to troubleshoot and resolve issues. - Hands‑on experience with BI 2025 and SAP Analytics Cloud (SAC) is a distinct advantage. - Continuously monitor the BO production landscape to identify and mitigate performance degradations or potential application crashes. - Ensure the high availability of core BO web applications (CMC, BI Launchpad, etc.) and related services - Administer users, user groups, universes, connections, and permissions in alignment with security policies. - Configure and maintain auditing policies; manage events, alerts, and audit/reporting database services. - Utilize strong knowledge of Oracle, SQL Server, and Sybase to establish and maintain BO data connections. - Apply ITIL best practices across Change, Incident, Problem, and Service Management processes. - Conduct problem‑management activities, perform root‑cause analysis, and drive corrective actions. - Oversee nightly batch jobs, verify successful report generation, and ensure timely delivery to clients per SLA commitments. - Coordinate patching, upgrades, and other infrastructure activities, confirming that applications remain stable post‑maintenance - Lead staging and production deployments, conduct validation testing, and document release notes. - Manage the full release lifecycle, from planning through post‑deployment verification. - Analyze recurring incidents, propose process enhancements, and maintain comprehensive documentation of issues, resolutions, and preventive measures. Contributing Responsibilities - Providing coaching and mentoring to junior colleagues, transferring skills and expertise as required. - Participate to DRP activities - Eager to learn Banking Domain Knowledge (Corporate & Investment Technical & Behavioral Competencies - Strong Knowledge on SAP Business Objects tools - Knowledge on Operating System, Shell Scripting, Mounts/NFS - Knowledge on DBMS, SQL Queries, Sybase and Troubleshooting - Good Understanding of ITIL framework , especially on Incident, Request, Problem and Change management. Should have worked in ITIL process and best practices. - Knowledge on Dynatrace, Kibana, Grafana, Autosys and ability to troubleshoot the issues occurring in production environments. - Knowledge on Devops tools like Bit-bucket, Ansible, Jenkins, Kubernetes **Specific Qualifications** - Minimum 5 years of experience along with Bachelor's Degree - Prior experience in similar domain. **Technical Skills** Skills Referential (Required knowledge, skills and abilities) BO Tools (BI4.x - CMC,UMT,PMT,RCT,UDT,IDT) Operating System - Windows, Linux/UNIX ITIL- Good Understanding of ITIL framework, especially on Incident, Request, Problem and Change management. Linux/shell scripting Oracle, SQL, Sybase Scheduler (BO Instance manger,,Autosys,360 Scheduler, ) Monitoring Tools (Dynatrace, Kibana, Grafana) Devops Tools (Bit-bucket, Ansible, Jenkins, Kubernetes) Python **Behavioral Skills** Proactive with good verbal and written communication skills Good analytical and problem solving skills Ability to understand and interpret complex technical issues and identify solutions, quickly and efficiently. Ability to prioritize workloads and manage conflicting requests on time in a continually fast moving environment. Enthusiastic to work in challenging environment Effective problem solving abilities Ability to adapt to change Exhibits positive interpersonal and team skills Commitment to company quality standards including: issue resolution timescales, quality improvement and commitment to resolving issues correctly. Aptitude for learning new tools and technologies Education Level: Bachelor Degree or equivalent Location: Chennai **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 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 financin