Support Analyst

About BNP Paribas Group:

BNP Paribas is a top-ranking bank in Europe with an international profile. It operates in 71 countries and has almost 199 000 employees. The Group ranks highly in its three core areas of activity: Domestic Markets and International Financial Services (whose retail banking networks and financial services are grouped together under Retail Banking & Services) and Corporate & Institutional Banking, centred on corporate and institutional clients. The Group helps all of its clients (retail, associations, businesses, SMEs, large corporates and institutional) to implement their projects by providing them with services in financing, investment, savings and protection. In its Corporate & Institutional Banking and International Financial Services activities, BNP Paribas enjoys leading positions in Europe, a strong presence in the Americas and has a solid and fast-growing network in the Asia/Pacific region.

About BNP Paribas India Solutions:

Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas SA, a leading bank in Europe 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 6000 employees, to provide support and develop best-in-class solutions.

About Businessline/Function :

The below requirement is for Investment & Services (IFS) , a major arm of  BNP Paribas Securities Services provides fund administration services by assisting our clients in clearing , settlement and custody of all asset classes for our clients.  Our clients are wide spread in Asia Pacific, Europe and US regions which include Investment Banks, Brokers, Dealers, Large corporate and government organizations.

Job Title:

Support Analyst  

Date:

14/May/2022

Department:

BP2S APS   

Location:

Chennai

Business Line / Function:

IFS UK APS

Reports to:

(Direct)

Kathiravan GNANASEKARAN

Grade:

(if applicable)

(Functional)

Number of Direct Reports:

Directorship / Registration:

NA

Position Purpose

The below requirement is for Investment & Services (IFS) , a major arm of  BNP Paribas Securities Services provides fund administration services by assisting our clients in clearing , settlement and custody of all asset classes for our clients.  Our clients are wide spread in Asia Pacific, Europe and US regions which include Investment Banks, Brokers, Dealers, Large corporate and government organizations. The position is for a support staff who has the following capabilities and exposure to support processes.

·        Provide L1 and L2  application support

·        24/6 Production support includes covering night and weekend in a rotation basis

·        Adhere to the support standards and guidelines

·        Ability to support Problem Management , Change Management and Incident Management by following Service operation and Service Transition recommended by  ITIL and internal processes

·        Should be flexible to cover/extend shifts in emergency / crisis situations

·        Inclination to understand and learn application/business functionality

·        Provide On call support for the team members

·        Ability to demonstrate SME capabilities

·        Ability to work in tight deadlines.

·        Willing to work on various shifts.

·        Ability to challenge and question.

Should be able to identify Service improvement opportunities in the supported applications or processes.

Responsibilities

Direct Responsibilities

·        Should be a SPOC for the shift and take complete responsibility of the shift

·        Resolve service incidents and request tickets in a timely manner according to SLA

·        Perform Second level analysis and escalate issues to Support Lead and 3rd line UK in a timely manner.

·        Have a strong Customer Focus in order to provide a professional support service to both internal and external cliental.

·        Flexible approach to working hours and adhere to the support requirements provided by the lead.

·        Has to perform root cause analysis or route to appropriate teams, recommend procedures and controls for problem prevention.

·        Refer and maintain Knowledge base and share experience with support team members.

·        Excellent problem solving skills in order to diagnose, evaluate and resolve complex problem situations

·        Ability to independently work , share the knowledge to the team and assist others when required

·        Use business and application knowledge to investigate issues raised and assist team members in the faster resolution of the incident.

·        Oversight on ensuring effective shift handover

·        Participate in Post incident Review and follow up for permanent fix for production issues.

·        Perform shift lead role to have an Oversight on the deliverables and ensure effective shift handover is executed by the team

·        Ability and willingness to provide training sessions to the team and mentor new members.

·        Take ownership to perform the lead activities and ensure shift coverage in the absence of lead.

Contributing Responsibilities

·        Take ownership to perform the lead activities and ensure shift coverage in the absence of lead.

·        Maintain professional behavior and collaborate with same and other team members respectfully and positively

Technical & Behavioral Competencies

·        Working knowledge on .NET

·        Basic knowledge on Unix

·        Strong knowledge on the following:

·        C#

·        Asp.Net

·        SQL Server

·        Oracle PL/SQL

·        Windows Server Infrastructure

·        Knowledge on Autosys would be added advantage

Functional Capabilities:

·        Investment services industry / Funds Administration 

·        Basics of Banking.

Preferred :

ITIL Foundation

Basics of Banking or Capital Markets (Investments and Fund Accounting)

Specific Qualifications (if required)

NA

Skills Referential

Behavioural Skills: (Please select up to 4 skills)

Communication skills - oral & written

Critical thinking

Ability to share / pass on knowledge

Ability to deliver / Results driven

Transversal Skills: (Please select up to 5 skills)

Ability to understand, explain and support change

Ability to develop and adapt a process

Ability to develop others & improve their skills

Ability to anticipate business / strategic evolution

Ability to manage a project

Education Level:

Bachelor Degree or equivalent

Experience Level

At least 5 years

Other/Specific Qualifications (if required)

Graduate in any discipline (Computer Science preferred) with a good background of software development with a minimum IT experience of more than 5 years