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Booking APS - Support Analyst

Booking APS - Support Analyst

BNP Paribas

3 - 8 years

20 - 25 Lacs

bengaluru

Posted:2 months ago| Platform:

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Skills Required

python dbms java linux microsoft windows websphere autosys iis administration weblogic rhel dynatrace apache tomcat sql server sql ansible groovy oracle dba powershell jenkins bash kibana linux server administration

Work Mode

Work from Office

Job Type

Full Time

Job Description

Position Purpose

BNP Paribas is looking for dynamic and highly motivated individuals for the role of Application Production Support. The person will be responsible to provide level 1 and level 2 functional and technical support. The role will be challenging and will involve high level of commitment and pro-activeness to maintain the 24*7 availability of the applications while being leveraging on other sites in follow the sun model.

Job profile at a glance, the role will mainly focus on the functional and technical support of in-scope applications including but not limited to monitoring, troubleshooting, resolving 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 resolve user queries and provide functional support while being leveraging on the systems technical architecture knowledge. Provide technical support by ensuring the smooth execution of batches, delivering the production change; manage Incidents and problem within the in-scope applications. The role also needs to ensure high availability of the application. Ensure that all relevant events and issues are recorded and resolved in timely manner.

Responsibilities

Direct Responsibilities

Act as first line of contact for end users to register their queries and concerns and provide Level1 and Level2 functional and technical resolutions.
Coordinate with Level3, Infra or ADM Teams as applicable for quicker resolution of issues/incidents whilst ensuring the timely communications to end users.
Monitor batches with the help of provided tools and act proactively on failed batches while being ensuring that the preventive actions were implemented to avoid the future failures.
Pro-actively monitor, manage and improve availability and performance of the production environments from presentation and application layers to middleware and databases with the help of provided tools.
Create and maintain documentation about issue resolutions and process guidelines for easy resolution of future issues.
Ensure logging all issues raised by user or intercepted by monitoring tool in the Banks ticket management system Service Now.
Monitor recurrent incidents and perform problem management to ensure permanent fix with the help of IT partners.
Coordinate with Infrastructure teams on events of patching & upgradation of servers to ensure the applications are stable & running after the infra work.
Active participation in Disaster Recovery exercise to validate the resilience of production ecosystem for business.
Explore opportunities of innovation and automation while in line with all policies
Ensuring the timely delivery of change in staging and production ecosystem as per the agreed schedule.
Handle access management for end users.
Perform capacity management of in-scope applications by proactively monitoring the application behavior. Alerts Application Production and Development teams of any potential risks in the future
Provide feedback and propose solutions to management on performance improvement and capacity.
Customize production tools (monitoring, batch scheduling, backups, deployment tolls, automation)
Adopt CIB Standard tools, industrialize monitoring, industrialize Release management whilst seeking reduction of dependency on manual interventions by support staff, e.g leveraging enterprise batch scheduling and enterprise monitoring tools
Collaborate efficiently with Dev and release management team to automate release delivery respecting the DEVOPS best practices.

Contributing Responsibilities

Increasing productivity of team and company as a whole by striving for excellence.
Motivating self and the team to take on new tasks.
Challenge existing process for continuous improvements.

Technical & Behavioral Competencies

Technical Skills

Must have

Strong experience with Windows or Linux based infrastructure platforms
Experience with Windows or Linux Server administration
Ability to troubleshoot and solve main Linux issues, like identifying process blocking specific port, searching for a specific value in files, ...
Strong experience with databases such as Oracle DB or Microsoft SQL Server or any other Database
Ability to create detailed technical documents / videos for sharing knowledge

Good to have (at least 3 from the below)

Experience with IIS Administration / Weblogic /Webshpere administration
Ability to troubleshoot IIS / .NET main issues
Ability to create / maintain PowerShell scripts.
Ability to create / maintain bash script.
RHEL experience is an asset.
Ability to troubleshoot performance issues
Ability to monitor database performances, using monitoring tools or SQL queries
Experience with Java application servers like IBM WebSphere or Apache Tomcat.
Ability to configure a Java Application Server, notably:JVM settings,HTTP Connector configuration,Database Connection Pool,MQ Connection Pool
Experience with Java/ .NET applications
Ability to troubleshoot memory issues
Perform Memory and Thread dump with Java monitoring tools (Dynatrace, Geneos)
Ability to troubleshoot performance issues
Investigate application slowness with proper monitoring tools (Dynatrace, Autosys, Geneos)
Experience with a scripting languages such as Python, Groovy, Bash, PowerShell.
Ability to write a small sample application to validate configuration / connectivity
Ability to write / maintain deployments scripts written in Ansible (Python) and Jenkins Pipeline (Groovy)
Ability to write / maintain scripts in Bash or PowerShell, to execute directly on Linux / Windows hosts
Experience with ELK stack
Ability to collect data and send them to Elastic search
Ability to create reports and dashboards in Kibana

Behavioral

Skills
Must have

Ability to provide step-by-step functional and technical help, both written and verbal.
Ability to diagnose and troubleshoot technical and functional issues.
Strong skills on coordination, assignment, challenge the status quo and be proactive.
Ability to Collaborate /Team Work in multi-location distributed environment.
Experience in problem-solving and communication skills
Ability to train / mentor juniors in the team.
Transformational mindset with strong motivation for automations.
Enthusiastic to work in challenging environment.
Decision Making
Client focused.

Transversal Skills

Ability to understand, explain and support change
Analytical Ability
Ability to develop others & improve their skills
Ability to develop and leverage networks

Specific Qualifications (if required)

Skills Referential

Behavioural Skills:

Ability to collaborate / Teamwork

Decision Making

Ability to deliver / Results driven

Ability to share / pass on knowledge

Transversal Skills:

Ability to understand, explain and support change

Ability to develop and adapt a process

Analytical Ability

Ability to set up relevant performance indicators

Ability to develop others & improve their skills

Education Level:

Bachelor Degree or equivalent

Experience Level

At least 3 years

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Booking APS - Support Analyst