What is this position about?
The role of the Team Lead Application Production Support (APS) sits within IT for Securities Services (2S) at BNP Paribas SA Australia Branch
PRIMARY ROLE RESPONSIBILITIES
* Client Facing: Responsible for IT Application Support services on applications hosted in Sydney for the 2S business in Australia & New Zealand facing internal users spread across operations & client service. Some of this will including interacting with clients of the bank
* Team Management: Supervise a team of IT support technicians, providing direction, organizing training and mentoring to develop skills and expertise.
* Incident Management: Secure resolution of IT incidents with set SLA, including troubleshooting, root cause analysis, and implementing fixes or workarounds to prevent future occurrences.
* Problem Management: Identifying and addressing the root causes of recurring IT issues, working with other teams to implement long-term solutions and prevent future problems.
* Communication: Serving as a liaison between the IT support team, other departments, and stakeholders, ensuring that IT-related issues are clearly communicated and that expectations are managed.
* Process Improvement: Continuously evaluating and refining IT support processes, procedures, and workflows to optimize efficiency, effectiveness, and customer satisfaction.
* Budgeting and Resource Allocation: Manage APS team's budget, resources, and vendors, ensuring that the team has the necessary tools, equipment, and expertise to perform their duties.
* Reporting and Metrics: Developing and tracking key performance indicators (KPIs) to measure the team's performance, including metrics such as first-call resolution rates, mean time to resolve (MTTR), and customer satisfaction.
What is required for you to succeed ?
Must Have
Bachelor of Technology in IT or equivalent. Strong experience on IT Service management tools – ServiceNow /Remedy & Confluence/JIRA Strong knowledge of ITIL Processes 7+ Years of Experience in Technical Application Support Role Efficient on ITSM, Understanding of Organization Procedures Working with Support Analysts and providing guidance in their tasks to ensure team adhere to the processes and meet SLAs & KPIs. Experience with monitoring servers, using tools like Dynatrace, SCOM. Experience with Performance & Capacity Uplift Vulnerability Remediation Problem-solving & Critical thinking Results focused: understands the strategic objectives of the business overall and of the client facing teams. Works with or delegates to ensure their achievement with a quality focus. Time management: prioritizes the tasks to ensure all project deliverables are completed in a timely manner. Able to manage workflow effectively to achieve individual team goals. Team delivery: contribute and participate in the team proactively. Delivers against strategy. Assist IMS and CSM teams to meet deliverables where necessary. Technical knowledge: being able to pick up new tasks, processes, and knowledge quickly when completing analysis. Communication: Expresses ideas effectively and clearly in both verbal and written, in a professional and appropriate way. Seek clarification when not clear. For example, while during training, explain the procedures and processes clearly to clients. Attention to detail: When testing or rolling out a new process or system – able to identify bugs, flaws, or showstopper issues. Ensure correctness and quality of work. Accountable : take personal responsibility for all the projects assigned, deliver quality service against personal and teamwork, also seeking way of improvement. Initiative : Tries to find new ways to improve current work, bring fresh ideas to problems and always open to suggestions
Nice to Have
Agile and Kanban Licenses/Certification. Strong experience with Investment Funds’ Administration either in a tech or ops capacity.
About BNP PARIBAS
As the leading European Union bank, and one of the world’s largest financial institutions with an uninterrupted presence in the region since 1860, BNP Paribas offers a wide range of financial services for corporate, institutional and private investors spanning corporate and institutional banking, wealth management, asset management and insurance.
We passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued and encourage applicants of all backgrounds, including diversity of origin, age, gender, sexual orientation, gender identity, religion applicants who may be living with a disability. We have a number of internal employee networks in place to empower our staff to act and challenge the status quo.
BNP Paribas PRIDE is highly active in favour of the LGBTQIA+ community BNP Paribas MixCity which fosters better representation of women at all levels of the organization Ability, the mutual aid network for employees with a disability or a disabling or chronic illness BNP Paribas CulturAll which celebrates diverse backgrounds
BNP is committed to financing a carbon-neutral economy by 2050. The Group is a founding member of the Net-Zero Banking Alliance and has set up its own Low Carbon Transition Group to support its clients through their energy transitions.
If you require any reasonable adjustments during the recruitment process, please feel free to reach out to us at au.nz.recruitment [at] asia.bnpparibas (dot) com (Opens in a new tab) or +61 2 9216 8633 (and ask for the Talent Acquisition Manager in the HR Team).
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Award Obtained
BNPP has won Top employer Europe award in a 10th consecutive year