Gss Tech Lead

Gss Tech Lead

Bnp Paribas 2

Gss Tech Lead

Details of the offer

About BNP Paribas Group:

BNP Paribas Group is a leading European bank with a strong global footprint across 72 markets and more than
202,000 employees. The Group provides corporates, institutional and private investors with product and service solutions
tailored to their specific needs. It offers a wide range of financial services covering corporate & institutional banking,
wealth management, asset management, insurance, as well as retail banking and consumer financing through strategic

About BNP Paribas India Solutions:
Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas Group, a leading bank in Europe with an international reach. With delivery centers located in Mumbai and Chennai, we are a 24x7 global delivery center. We partner various business lines of BNP Paribas such as Corporate and Institutional Banking, Wealth Management, Retail Banking through three verticals - Information Technology, Operations and Finance Shared Services.

About Businessline/Function :

GSS - Global Support Servicesis a forward-looking Digital Command Center equipped to provide following "Support as a Services" : Primary services will include 24*7 Monitoring of production health in terms of End 2 End chains, event based Monitoring, incident classification/communication/escalation, Crisis & major incident management, predictive & trend analysis. GSS will also comprise of engineering team actively focusing on automating non-applicative redundant manual tasks & processes governed at CIB ITO production level.

Job Title:
Tech Lead/ Team Lead






Business Line / Function:
GSS - Global Support Services

Reports to:


(if applicable)


Number of Direct Reports:

Directorship / Registration:


Position Purpose

BNP Paribas is looking for dynamic and highly motivated individuals for the role of Production Support Analyst. The person will be responsible to own the monitoring and first level of trouble shooting of applications in production environment. The role will be challenging and will involve high level of commitment and pro-activeness to maintain the 24*7 availability of the applications.

Job profile at a glance, the role will mainly focus on maintaining and supervising a team that is involved in the monitoring, troubleshooting and communicating the production events. The event can be of various type and nature, ranging from simple application error or the infrastructure issue related to server crash. The main responsibility will be to ensure that all relevant events and issues are recorded and resolved in timely manner. In case the issue is out of scope, there will be other specialized teams available for help. In that case the responsibility will be of a coordinator to inform the relevant teams and make them aware and aid them with information to troubleshoot the issue. The front line support will also be responsible to identify the gaps in monitoring and suggest improvements. Knowledge of scripting language like perl/ python/ shell will be required for basic level of automations and scripting. Support person will also be incharge of business impact tracking in-order to update stakeholders in real time and Prioritize/escalate the subjects as per need. The role will also require the person to be familiar with tools like Geneos, Service Now and Confluence. Knowledge on scripting language like Python will be an asset.

Direct Responsibilities

· Manage, guide and mentor the application monitoring and command center team.
· Ability to monitor applications/end to end value chain in scope with the help of provided tools

· Understand the SLA's/ OLA's and take decisive actions to avoid breached.

· Maintain documentation about alerts and process guidelines for easy resolution of issues and follow up during incident management

· Diagnose and troubleshoot technical issues as per shared guidelines.
· Capture and report the KPI's to senior management and deduce effective Act as first line of contact for end users to register their queries and concerns

· Liaise with Level2, Infra Teams, Incident manager in case of global issues

· Ensure problems are correctly registered for high priority incidents and follow up for timely closure.

· Provide prompt and accurate feedback to customers
· Prioritize and manage several open issues at one time

· Document technical knowledge in the form of notes and manuals

Contributing Responsibilities

Documentation and review of application data.

Maintaining the repository of category based production alerts and timely escalation of repeated issues.

Technical & Behavioral Competencies

Technical Competencies

Knowledge on Linux, Middleware, SQL & monitoring tools.

Familiarity with Production tools like Geneos, Service Now, Confluence, Autosys etc.

Knowledge of ITIL concepts and principles.

Good Knowledge on Python and ITIL certification will be considered as asset

Basic knowledge of Linux, Windows, SQL is mandatory

Behavioral Competencies

Enthusiastic to work in challenging environment.

Ability to diagnose and troubleshoot basic technical issues

Excellent problem-solving and communication skills

Excellent communication skills, both written and verbal

Dynamic approach to cater to different situations and applications based on business chains.

Specific Qualifications(if required)

Graduate in Computers/IT field with 5-10 years of experience.

Previous experience in production support project will be preferred.

Skills Referential

Behavioural Skills : (Please select up to 4 skills)

Decision Making

Communication skills - oral & written
Client focused

Ability to deliver / Results driven

Transversal Skills: (Please select up to 5 skills)

Ability to develop and adapt a process
Analytical Ability

Ability to develop and adapt a process

Ability to understand, explain and support change

Education Level:
Bachelor Degree or equivalent

Experience Level

At least 5 years

Other/Specific Qualifications(if required)


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