The “Fortis control room” operates in 24x7, Distributed and Mainframe platforms for level 1 activities (alerting/incident/requests)
« Control room / first level support » activities consist of:
- Monitoring the availability of infrastructure services and applications,
- Applying the instructions and/or instructions referenced
- Resolving and/or escalating detected issues to ensure availability of core IT infrastructure and applications
Participation in DRP exercises.
Responsibilities
Alert management (based on AINOI):
- Take into account the alerts
- Arbitrate alerts by human correlation / acknowledgment and/or Incident creation
- Create incident ticket
Incident Management (ServiceNow, group platform):
- Execute the instruction, Intervention, resolve and/or assign the Incident to the correct group
- Document the ticket
- Apply the instructions (CREMA, instruction and/or operating mode).
Management of action requests (ServiceNow, Group platform):
- Fulfill requests on the fly or at a fixed time.
- Participate in the realization of requested tasks (through mail or snow).
Contributing Responsibilities
Contribute to improving the quality of service by proposing improvements.- Help build team spirit and integrate into BNP Paribas culture
- Contribute to keeping the documentation up to date and expand the knowledge base.
Technical & Behavioral Competencies
Specific Qualifications:
- Agile environment
- Follows the Customer processes for projects, incident and change management.
- Being standalone and team worker, analytically minded, meet commitment, ability to work in a dynamic and multi-cultural environment, flexible, customer-oriented, understand risk awareness.
- Motivated self-starter, process-oriented with high attention to detail
- Quick self-starter, proactive attitude.
- Good communication skills, Good analytical and synthesis skills.
- Autonomy, commitment, and perseverance.
- Ability to work in a dynamic and multicultural environment.
- Flexibility (in peak periods extra efforts may be required).
- Open minded and show flexibility in self-learning new technologies/tools.
- You are customer-minded and can translate technical issues into non-technical explanations.
- You are always conscious about the continuity of services.
- You have very good team spirit and share your knowledge and experience with other members of the team. Working in collaboration with team.
- Client-oriented, analytical, initiative oriented and able to work independently.
- Be flexible and ready to provide support 24/7 and rotational weekend support.
- Able to take additional responsibility.
- Able to work from base location Chennai/Mumbai (Whichever is your base location) during hybrid model.
Referential (Required knowledge, skills and abilities)
TPX
- General knowledge on how to navigate the mainframe ZOS
CONTROL-M
- Job/chain relaunch
- Mount jobs/chains to plan
- Get Sysout (CA-view)
- Add or Bypass conditions
- Force ok jobs
- Find dataset creation history
JCL
- Understand the basics of dataset creation in JCL
- Find and correct simple errors (missing commas etc.)
SDSF
- Cancel jobs
- Get Sysout
- Determine whether or not a job is looping
TSA AUTOMATISATION
- Find Task votes
- Change Task status
MAINFRAME CONSOLE
- Stop jobs / Cancel jobs / Force jobs
- Shutdown LPARs
- Give replies to jobs/shouts
HMC
- Deactivate/Activate LPARs
- Load LPARs
AS400
- Start Close of Business process
- Restart jobs
- Find job output
- Find open reply
TICKETTING
- Be familiar with ServiceNow
- Know how to reassign & close incidents
- Know how to find and resolve tasks.
Education Level: Bachelor’s degree or equivalent
Location: India- Chennai
