Responsibilities
Direct Responsibilities
- For a predefined applications scope take care of:
o Incidents
o Requests
o Changes
- Ensure that SLA targets are met for above activities
- Handover to Paris teams if knowledge and skills are not available in ISPL
- Coordinate closely with Paris OPS teams and all other BNP Paribas IT teams (Incident coordination, Security, Infrastructure, Development teams, etc.)
Contributing Responsibilities
- Contribute to the knowledge transfer with Paris OPS teams
- Contribute to the definition of procedures and processes necessary for the team
- Help build team spirit and integrate into BNP Paribas culture
- Contribute to the regular activity reporting and KPI calculation
- Contribute to continuous improvement actions
- Develop, implement, and manage ITSM processes based on ITIL or similar frameworks.
- Oversee incident, problem, change, release and project management processes.
- Work with cross-functional teams to ensure IT services align with business needs and service level agreements (SLAs).
- Conduct regular reviews of ITSM processes and recommend improvements.
- Manage the IT service catalog and ensure accurate documentation of services and processes.
Technical & Behavioral Competencies
- Knowledge and experience with RedHat Linux administration, Windows, AIX, WAS, CFT and MQ Series
- Experience with Service Now ticketing system
- Familiarity with Autosys
- Knowledge on any monitoring tools (e.g., Dynatrace, SysDig, Kibana)
- Familiarity with database technology is required: Oracle, SQL Server and MongoDB. Capability to execute basic scripts and queries
- Familiarity with DevOps tools including Gitlab, Ansible, Jenkins.
- Expertise in scripting on one of these (e.g., Python, Bash, PowerShell).
- Familiarity with containerization technologies (e.g., Docker, Kubernetes).
- Experience with any cloud platforms (preferably IBM Cloud).
- Understanding of ITIL or similar ITSM frameworks & tools(e.g, ServiceNow, JIRA service management)
- Knowledge of IT production backup and resilience setup (High Availability setup, Disaster Recovery Plan, etc.)
- Ability to grasp functional knowledge of application
- Good written and spoken English
- Measure and identify areas for improving Quality and overall Delivery
- Able to communicate efficiently
- Good Team Player
Specific Qualifications:
Skills Referential (Required knowledge, skills and abilities)
Technical Skills:
-
Linux/Windows
-
SQL/MongoDB
-
Cloud
- Kubernetes and Gitlab
Behavioral Skills:
- Ability to collaborate / Teamwork
- Communication skills - oral & written
- Creativity & Innovation / Problem solving
- Critical thinking
- Decision Making
Education Level: Bachelor Degree or equivalent
Location: Chennai
