Sr. Support Analyst

Job Title: Sr. Support Analyst

Department: GMIT

About Business line/Function: Corporate and Institutional Banking has an active IT ecosystem with its own IT backbone that involves a large workforce of IT employees working for DEV, Testing and Support projects. CIB ITO Production ensures the provision of industrialized and digital production services. The objective is to offer innovative products and services to its customers in a performing, globally secured environment to speed up delivery and time to market. We manage operational risk by running stable and robust IT production platforms. CIB ITO production hosts critical service delivery comprising of Global Markets, Global Banking, Client & Employee, ALM&T, Regulatory & Control IT and BP2S

Position Purpose: This role will be part of the Global Market Global Prime Finance Production Support team that provides application support services to Global Prime Finance business globally. The candidate will be interacting and working alongside the front office, developers, business analysts, middle office and infrastructure teams. Being at the fore front of supporting the applications the team members have high exposure to and work with the Front to Back Business teams on a daily basis within a fast paced dynamic environment.

Responsibilities

Direct Responsibilities

• Provide first class support to all users of the application system in a timely and efficient manner.
• Liaise with the developers to communicate issues raised by the business
• Communicating with the global team to resolve issues.
• Maintain a knowledge base regarding support issues and their resolution using SharePoint collaboration tools.
• Build a working knowledge of the systems and business area in order to provide a high level of support.
• Reconfiguring various existing setups in order to improve the efficiency of the system and to cohere to business requests.
• Track issues effectively using ITIL approved methodology incidents, changes, requests and problems.
• Preparing environments for releases and ensuring that the implementation and pre‐production tests are carried out.
• The systems which team supports are classified as Tier 1 (business critical) which requires a very flexible approach to work as we have to support the systems as well as undertake project work. Within the broader team we support an overnight batches that performs the official end‐of‐day revaluations and scenario analysis for market risk.
  
  

Contributing Responsibilities

Contribute to AI transformation by raising initiatives, creating practical use cases, contributing to governance, and leveraging AI to boost efficiency and achieve cost savings. Minimize manual tasks, automate processes wherever possible, and secure critical team operations to reduce human error triggers and impacts

• Drive Production Excellence by enforcing stability, proactive monitoring, meeting incident volume and targets resolution time, and fostering a problem-solving mindset to prevent recurrence. External Clients impacts must be systematically considered when addressing Production issues or performing Changes
• Strengthen the control framework, remediate vulnerabilities, control access rights, and contribute to resiliency programs
• Ensure data reliability across all referential and compliance with asset management frameworks (e.g., ServiceNow tickets, ITAM recertification)
• Enhance efficient communication and collaboration within Production and with both ITO stakeholders and IT Group, while actively engaged in a global management of our activities and teams.
• Maintain high quality BAU and impactful deliverables. Communicate with issues and risks promptly. Maintain vigilance and alertness for all Prod activities. Focus on User access management, Trade limits management and business critical activities.
• Enhance efficient communication and collaboration within Production and with both ITO stakeholders and IT Group, while actively engaged in a global management of our activities and teams.
  
  

Technical & Behavioral Competencies

• BAU- Monitoring - Splunk, Geneos, logs
• Scripting- Python, shell scripting, autosys
• ITIL – ServiceNow, Jira, excel, LLM
• Oracle SQL, Unix/Linux, Windows
• Ability to work with Global team across regions, work in a diverse environment.
• soft skills- excellent written & verbal communication
  
  

Specific Qualifications

Skills Referential (Required knowledge, skills and abilities)

Technical Skills

• Scripting/Automation (Bash, Python)
• Database Operations (SQL Server, Oracle, MySQL)
• Monitoring & Logging Tools (Dynatrace, Grafana)
• Ticketing Systems (ServiceNow, Jira Service Management)
• Incident & Problem Management (ITIL)
• EXCEL, LLM, Autosys
  

Behavioral Skills

• Customer focused communication
• Analytical thinking & problem solving
• Team collaboration
• Ownership & accountability
• Continuous learning mindset
  

Education Level: Bachelor's degree in Computer Science

Location: Bengaluru

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 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 stability.

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.

Commitment to Diversity and Inclusion

At 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. 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.