**Description of the Department**:
To provide quality, cost-effective, robust IT services / solutions to allow the various BNPP business units to achieve their respective corporate goals and objectives
**Summary of the Role**:
Part of the BNP Paribas (BNPP) IT - Application Production Support - Operations Function, responsible for:
2nd/3rd level support for general IT incidents & requests
Problem Management
Service Continuity
Obsolescence Management
Vulnerability Management
Performance & Capacity Management
IT Operations Reporting
**Liaises with**
Internal:
BNPP IT Application Support, Business Support & Client Support teams
BNPP IT Application Production Support (Chennai/Montreal)
BNPP IT Platforms
BNPP business units
BNPP Sydney Territory IT on IT Helpdesk support
BNPP Sydney/Singapore Territory IT on incident related follow-up
BNPP Central Application Production Support
BNPP Global IT (London, Paris, Lux, Chennai)
External:
BNP Paribas Securities Services Clients
ITPS (global IT infrastructure)
**Key Responsibilities**:
**Problem Management**:
Initial root cause analysis of problems to determine potential fixes
Co-ordination with preventative measure owners to ensure closure within expected timeframes
**Production Support**
Appropriate escalation of incidents to resolver groups, based on procedures for production incidents and for BCP events
Defining, documenting and improving processes and procedures
Assist in keeping DR environment in working order through participation in regular health checks, maintenance activities and tests
Maintain inhouse alerting systems to ensure production monitoring captures all system exceptions
**Release Management**
Complete packaged releases into production environment as provided by IT development team
Liaise with the business & other IT teams to ensure that system changes and enhancements are done so using Change Management best practice
**General Production Support**
Including
- Obsolescence Management
- Vulnerability Management
Performance & Capacity Management
Responsibilities can vary, however having an excellent understanding of how these functions are managed in a production environment is strongly desired
Provide assistance to IT Operations Support Manager for IT production related tasks
**Qualifications & Experience required for the role**:
**Required**:
Excellent understanding of ITIL V3 or V4 principles - Accreditation essential
Strong analytical skills
Ability to think "outside of the box"
Very strong communication skills
Good understanding of risk control
Ability to multitask
Team Player
Proactive
Ability to work under pressure
Ability to manage own workload
Attention to Detail
Excellent phone manner
Ability to relate to clients (internal and External)
Understanding of Service Level Agreements
Good Time Management Skills
Flexible attitude
Experience in Customer facing roles
5 years IT experience
A strong understanding of Service Level Agreements and the subsequent monitoring of performance against the benchmarks
**Desirable**:
Strong appreciation of production responsibilities within an international financial institution
Knowledge of custodian and/or funds management administration
Degree qualification in IT
Any experience in Hiport, PControl, or Client Reporting Applications
**Technical Skills required for the role**:
ITIL V3 or V4
SQL, VBA, or Excel development experience
Microsoft products, specifically SCOM & Biztalk
**Core Competencies required for the role**:
**Attention to detail**:
- Ensures accuracy and implements processes to ensure quality of output. Ensures high personal standards in all areas of work.
**Communication**:
**Quantitative analysis**:
- Understands and evaluates numerical data, tables, charts or graphs. Performs calculations, makes comparisons and combines quantitative information.
**Technical/professional knowledge**:
- Demonstrates a satisfactory level of technical and professional skills/knowledge in job related areas. Keeps abreast of current developments and trends in area of expertise
**Technical/professional proficiency**:
- Demonstrates a satisfactory level of performance in specific technical / professional areas
**Accountability**:
- Committed to achieving the organisation's objectives. Demonstrates perseverance and is accountable for own actions.
**Change management**:
- Displays flexibility to change and is open to new ideas. Encourages others to be open to innovation. Values feedback and gives people scope and confidence to generate ideas.
**Client Focus**:
- Complete commitment to provide professional, intelligent and timely responses to our clients' needs and to changes in the market
**Collaborative approach**:
- Supports and shows respect for others. Puts people first, and works effectively with individuals, teams and clients.
**Commercial Focus**:
- Demonstrates awareness of the wider business market and the need to drive actions th