Application Production Support

• 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, and release 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 Linux L2 Activities, Devops tools including Kubernetes, Open shifts
• Experience with Service Now ticketing system
• Knowledge on any monitoring tools (e.g., Dynatrace, ELK, Grafana)
• Familiarity with database technology is required: Oracle and SQL Server. Capability to execute scripts and queries
• Expertise in scripting on one of these (e.g., Python, Bash, PowerShell).
• Familiarity with containerization technologies (e.g., Docker).
• 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.)
• Good written and spoken English
• Measure and identify areas for improving Quality and overall Delivery
• Able to communicate efficiently
• Good Team Player