Job Description

About BNP Paribas India Solutions:


Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas SA, European Union's leading bank with an international reach. With delivery centers located in Bengaluru, Chennai and Mumbai, we are a 24x7 global delivery center. India Solutions services three business lines: Corporate and Institutional Banking, Investment Solutions and Retail Banking for BNP Paribas across the Group. Driving innovation and growth, we are harnessing the potential of over 10000 employees, to provide support and develop best-in-class solutions.


About BNP Paribas Group:


BNP Paribas is the European Union's leading bank and key player in international banking. It operates in 65 countries and has nearly 185,000 employees, including more than 145,000 in Europe. The Group has key positions in its three main fields of activity: Commercial, Personal Banking & Services for the Group's commercial & personal banking and several specialised businesses including BNP Paribas Personal Finance and Arval; Investment & Protection Services for savings, investment, and protection solutions; and Corporate & Institutional Banking, focused on corporate and institutional clients. Based on its strong diversified and integrated model, the Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporates and institutional clients) to realize their projects through solutions spanning financing, investment, savings and protection insurance. In Europe, BNP Paribas has four domestic markets: Belgium, France, Italy, and Luxembourg. The Group is rolling out its integrated commercial & personal banking model across several Mediterranean countries, Turkey, and Eastern Europe. As a key player in international banking, the Group has leading platforms and business lines in Europe, a strong presence in the Americas as well as a solid and fast-growing business in Asia-Pacific. BNP Paribas has implemented a Corporate Social Responsibility approach in all its activities, enabling it to contribute to the construction of a sustainable future, while ensuring the Group's performance and stability


Commitment to Diversity and Inclusion


At BNP Paribas, we passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued, respected and can bring their authentic selves to work. We prohibit Discrimination and Harassment of any kind and our policies promote equal employment opportunity for all employees and applicants, irrespective of, but not limited to their gender, gender identity, sex, sexual orientation, ethnicity, race, colour, national origin, age, religion, social status, mental or physical disabilities, veteran status etc. As a global Bank, we truly believe that inclusion and diversity of our teams is key to our success in serving our clients and the communities we operate in.


About Business line/Function:


IRP RISE APS team is part of CIB2S Business line and takes care of Application Production support. Inside Securities Services the function is part of IFS - Investment and Fund services.


Job Title:


Support Analyst


Date:


Department:


BP2S APS IFS - IRP RISE


Location:


Chennai


Business Line / Function:


BP2S


Reports to:


(Direct)


Grade:


(if applicable)


(Functional)


Number of Direct Reports:


Directorship / Registration:


NA


POSITION PURPOSE
--------------------


IRP Application and production support team is a key component of IRP service delivery chain. Technical support team members have the responsibility of monitoring IRP IT systems to ensure day-to-day quality of service to end-users.

Alerts must be tracked through monitoring terminals, mails or phone calls received from users. Application and data quality issues needs to be analyzed and resolved within the agreed timelines. Overnight or weekend on call service could be requested on the basis of standard ISPL conditions.


Responsibilities


DIRECT RESPONSIBILITIES
---------------------------


Responsibilities of Service Delivery team members covers all IRP applications (with a gradual ramp up) include:


? Support activities


• Understand the applications landscape (develop expertise and understand interfaces with other systems)


• Focus on the tickets which are assigned to you and as well as pick up the tickets which are in Unassigned queue and complete it within the KPI based on the priority of the support tickets.


• The delay in KPI due to lack of knowledge/Training, you have to formally ask you lead for a training session on the topic.


• The tickets should be updated clearly with detailed information of analysis which required by the management to generate reports & year end auditing


• Each ticket should be documented with appropriate information like Effort to complete, Initial Investigation and detailed Investigation so that others can clearly see understand what went wrong, how it was identified and how it was fixed.
• If you couldn't resolve an issue or if your investigation in unearthing a severe issue, it should be escalated to the team lead immediately/ to the Onsite counterparts if required.


• You have to check the existing Knowledge base/discuss with seniors and focus on gaining more application knowledge.


• Self-assess your capabilities. Identify where there may be gaps or weaknesses. Have a discussion with your lead and formally ask your lead for a training session on the topic which you think you need more attention.


? Incident management activities

• Follow the Incident Management procedure for prioritizing the incidents


• Ensure SLA Adherence based on priority


• Ensure flawless communication during an Incident and inform key stakeholders on the status of the incident.
• Identify the known errors. Try to perform root cause analysis (RCA) utilizing the 5 Why method. Discuss with the seniors/Team lead about the action plan.


Team members to participate in the post incident review and generate actions for improving the turnaround time and implementing long term solutions.


CONTRIBUTING RESPONSIBILITIES
---------------------------------


• Problem Management


• Deployment activities and Change Management.


• Configuration Management.


• Ensuring shift rotation and leaves without impacting the business.


TECHNICAL & BEHAVIORAL COMPETENCIES
---------------------------------------


? Domain / Technical

? Knowledge and/or experience of the Investment services industry / Funds Administration will be mandatory


? Prior experience in application support activities


? Experience on the performance and reporting fields is an added value.


? Technical competency in the following:


? Proficiency in Unix and its standard commands and scripting


? Good understanding of DBMS concept


? Proficiency with SQL (Sybase desirable)


? Basic understanding of Java/, HTML


? Basic understanding of WebsphereTx (desirable)


? Basic understanding of CFT (desirable)


? Basic understanding of Excel macros (desirable)


? Behavioral Competencies:


? Good oral & written skills.


? Excellent co-ordination skills.


? Report promptly (oral and written).


? Timely escalations using the governance process


? A good team player with problem-solving attitude.


? Analytical and precise: Capacity to challenge the team and convince based on facts.


SPECIFIC QUALIFICATIONS (IF REQUIRED)
-----------------------------------------


Graduate in any discipline with a good background of Software development with relevant IT experience


? Nice to have skills:


• 'customer oriented' - Listens and asks the accurate questions required to find the real problem (root cause of the call or of the mail)


• Resilience - Continues to work effectively and pursue goals when faced with obstacles, periods of change and uncertainty, or resistance from others. Maintains effectiveness in uncertain or ambiguous situations.


• Impact & influence - Creates a positive and professional impact on others. Uses effective strategies to win others over. Exhibits persuasive representation of team and business objectives.


• Communication - Oral: Expressing ideas effectively in individual and group situations. Adjusting communication style to match the needs of the audience. Written: Expressing ideas clearly in all written documents. Using professional, appropriate language at all times, and adhering to the use of the Email Protocols.


• Team Orientation - Works with the team and the broader organization towards shared goals and treats all colleagues and clients as partners


• 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.


• Integrity, trust & fairness - Acts with integrity in all interactions and build trust by responding openly, genuinely and consistently to others. Treats others fairly, showing respect and courtesy.

Skills Referential


Behavioural Skills:


Ability to collaborate / Teamwork


Communication skills - oral & written


Creativity & Innovation / Problem solving


Active listening


Transversal Skills: (Please select up to 5 skills)


Analytical Ability


Ability to manage / facilitate a meeting, seminar, committee, training...


Ability to understand, explain and support change


Ability to develop others & improve their skills


Ability to develop and adapt a process


Education Level:


Bachelor Degree or equivalent


Experience Level


At least 3 years


Other/Specific Qualifications (if required)