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Support Analyst

Support Analyst

BNP Paribas

2 - 5 years

3 - 6 Lacs

Chennai

Posted:1 day ago| Platform:

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Skills Required

python oracle ftp incident and problem management problem management sql server apache tomcat sql scripting iis apache java itsm incident management application support linux powershell jenkins shell scripting sftp unix communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

This position mainly focuses on the functional and technical support of application.

Responsibilities

Direct Responsibilities

Main responsibilities are:

Perform well industrialized application support tasks and industrialize further tasks :
- Managing Support Mailbox
- User access management
- Process requests/user queries in support mailbox
- Technical investigation and resolution of support issues

Document and execute the regular system checks at various points in the day.
Build up the documentation for further enhancement of the process.
Incident management
Follow all local policies for coming in shifts, weekend checks and releases.
Take Ownership in Crisis, extra commitment in the gaps when many resources are on vacation/leave.
Attend standups (whiteboard) and ensure smooth handover between the shifts.
Ensure process improvement at Service Management level Thorough understand and follow the process for ITSM, Incident and Problem Management
Commitment to teamwork of highest standards.
Participate in BCP working; Ensure strong governance and control
Ensure established functions raise the bar a notch above via Continuous improvement and level up.
Participate in Team shifts, Weekend releases and Holiday coverage.
Ensure all reported incidents are correctly logged, investigated, understood, explained and followed up to avoid reoccurrence.

Contributing Responsibilities

Technical & Behavioral Competencies

Pro-actively monitor, manage and improve availability and performance of the production environments from presentation and application layers to middleware and databases.

Monitor all application components and in-out data with the help of provided tools and act proactively to prevent data issues, performance issues or application crash.

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.

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 and capacity.

Customize production tools (monitoring, batch scheduling, backups, deployment tolls, automation)

Create and maintain documentation about issue resolutions and process guidelines for easy resolution of future issues.

Providing coaching and mentoring to junior colleagues, transferring skills and expertise as required.

Ensure logging all issues 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.

Ensuring the timely delivery of Production Releases & change in staging and production ecosystem as per the agreed schedule.

Ensuring all application logs are fit for purpose and fit for use.

Explore opportunities of innovation and automation while in line with all policies

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 Level 3 Infra and Developments teams to respond to incidents to restore normal services to the business at earliest.

Technical Skills

Techno functional experience

Practical experience with Production Monitoring and Alerting tools.

Good experience on Windows and Linux/Unix systems. Good to have IIS, Apache, Tomcat, JENKINS,

Knowledge of Databases preferably Oracle or SQL Server.

Scripting (Any primary - PowerShell , Unix Shell, SQL, UNIX, Phyton ....).

Knowledge of File Transfer protocol and tools like - CFT, UTS, FTP, SFTP.

Exposure to JAVA and .Net applications.

Specific Qualifications (if required)

Graduate in any discipline or Bachelor in Information Technology

2-5 years of IT experience

Skills Referential

Behavioural Skills : (Please select up to 4 skills)

Ability to collaborate / Teamwork

Creativity & Innovation / Problem solving

Ability to deliver / Results driven

Communication skills - oral & written

Transversal Skills:

Ability to manage a project

Ability to set up relevant performance indicators

Ability to anticipate business / strategic evolution

Ability to develop and adapt a process

Analytical Ability

Education Level:

Bachelor Degree or equivalent

Experience Level

At least 2 years

Other/Specific Qualifications

(if required)

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