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
