IT Application Support Analyst

hace 2 semanas

Madrid, España BNP Paribas A tiempo completo

**GROUP BNP PARIBAS**

BNP Paribas Group is the top bank in the European Union and a major international banking establishment. It has close to 185,000 employees in 65 countries. In Spain we are more than 5,100 employees within 13 business lines.

**Spain IT Platform**

The Spain IT Platform for EMEA is responsible to provide IT Services to our Clients ensuring a Digital Market evolution, in a secured and performant environment, and with a reliable quality. This function includes Global Markets Application Production, Local Territory IT Development, the Core Infrastructure environment including Datacenters, Application Production, Security, Architecture as well as elements of the Global Services organization.

**ABOUT THE JOB**

MISSION

In line with the overall BNP Paribas sourcing strategy, this role is located in Spain as part of a Madrid based team.

The role support users are distributed in Europe and work very closely with Development (ADM), Business Analysts, and other Production Support (APS) and infrastructure teams in Paris, Madrid, Brussels, Mumbai & Bangalore.

RESPONSIBILITIES

**Application Production Support**

Manage technical and functional incidents and problems

Testing and cross checks

Interact with IT Production & ICP Support Teams

Incidents/Requests/Changes/Problems Management.

**Knowledge Transfer**:
Build and update knowledge database for incidents, processes,...

Train/mentor other members of the team for support activities

Suggest & implement continuous improvements

Organise regular incident review meetings with APS peers (when SPOC of an area) and discuss areas for improvements (detection, communication, risk of occurrence, documentation...)

Improve team autonomy on incident resolution

**Automation**:
Automate processes for common tasks and reporting

Suggest & implement continuous improvements for monitoring

**Communication**:
Collaborative and clear communication within the team and with other IT teams and stakeholders

Regular feedback to management

Escalate to management when relevant

**Continuity Management**:
Preparation and validation of DR scenarios

DR testing arrangements and reporting

Perform IT components DR tests during BCP testing

BCP tests reporting, action plan and monitoring

**Capacity Management**:
Raise any concerns related to capacity management while investigating an incident

Suggest improvements in retention policy and discuss with relevant persons

**Asset & Obsolescence Management**:
Risk analysis of the obsolescence management

**Support to Development Project Team**:
Provide Technical support to IT teams on all products (systems, middleware, database) during projects

Provide support during projects UAT

Operating requirements in coordination with Development teams

Acceptance of Development teams deliveries

Definition and validation of support models & arrangements

Review and validation of documentation delivered by project teams + update of the production document

**Coordination**

Coordinate testing with local business correspondents and central IT teams (e.g. Atlas)

Respond to functional incidents and request functional Business line enhancement

Supply high‐quality user support for the Business lines

Suggest optimizations and efficiency gains

Validation and creation of change requests from local development team requests to Technical Application Support

**Planning, Implementation and Documentation of Production Workflows**

Implementation, maintenance, documentation and troubleshooting of workflows to automatize processes.

Implementation of workflows in Autosys

Implementation of CFT and FTaaS flows and post processes

Monitoring of workflows

Collaboration with central teams

**REQUIREMENTS**

Experience on production support activities (between 2 and 5 years)

Excellent command of English - Written and verbal and communication skills

Adaptability and desire to learn new products and technologies.

Languages: Fluent English Level

Unix/Linux skills

Programming skills: Powershell

Database knowledge: MS-SQL

Scheduling tool: Autosys

Monitoring tool: Dynatrace or equivalent

Ticketing tools (ITSM, Jira )

Microsoft tools (advanced Excel, Word, Powerpoint, OneNote )

**Diversity and inclusion commitment

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