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Support Analyst

Support Analyst

BNP Paribas

5 - 10 years

3 - 6 Lacs

Chennai

Posted:1 day ago| Platform:

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Skills Required

oracle investment it service desk problem management change management plsql sql production support technical support unix shell scripting servicenow itsm incident management application support troubleshooting unix communication skills itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

This position is for Support Analyst for MFS application who is having minimum 5 years of experience :

Capital Markets and Security Services Functional knowledge

SQL,PL/SQL & Unix Knowledge.

Production Support Experience L1 & L2.

Good communicator, fast learner & Team player

Attention to detail, disciplined and reliable

High motivation and confidence levels

Responsibilities

Direct Responsibilities

Monitoring, Trouble shooting and Supporting the day to day activities
Flexible approach to working hours and adhere to the support requirements provided by the lead.
Refer and maintain Knowledge base and share experience with support team members.
Use business and application knowledge to investigate issues raised and assist in the production of Incident reports, which form part of the shift handover.

Contributing Responsibilities

Provide front-line primary application support to end users and clients
Production support includes covering Morning/afternoon shift and weekend in a rotation basis
Adhere to the support standards and guidelines
Should learn and follow Service operation, Service Transition and CSI of ITIL processes
Should be flexible to cover/extend shifts in emergency situations

Technical & Behavioral Competencies

Incident Management and resolving support issues within SLA

Documenting procedures in wiki

Ensure that Application is available for business by keeping impact minimal

Health Checks on Application at regular interval

Automate regular checks

Inform Development team on any potential issues we see and also suggest them of changes when Applicable

Shift Hand over to inform incoming team with updated status

Work Autonomously by taking ownership

Maintain very good working environment and team spirit

Team Work

Knowledge Sharing

Proactive Communication

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

Escalate issues which cannot be resolved in a timely manner.

Specific Qualifications (if required)

Skills Referential

Behavioural Skills :

Ability to collaborate / Teamwork

Personal Impact / Ability to influence

Decision Making

Organizational skills

Transversal Skills:

Ability to understand, explain and support change

Analytical Ability

Ability to manage a project

Ability to develop and adapt a process

Ability to anticipate business / strategic evolution

Education Level:

Bachelor Degree or equivalent

Experience Level

At least 3 years

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