Job descriptionResponsibilities Direct Responsibilities · For a predefined applications scope take care of: o Incidents o Requests o Changes · Ensure that SLA targets are met for above activities · Handover to Paris teams if knowledge and skills are not available in ISPL · Coordinate closely with Paris OPS teams and all other BNP Paribas IT teams (Incident coordination, Security, Infrastructure, Development teams, etc.) Contributing Responsibilities · Contribute to the knowledge transfer with Paris OPS teams · Contribute to the definition of procedures and processes necessary for the team · Help build team spirit and integrate into BNP Paribas culture · Contribute to the regular activity reporting and KPI calculation · Contribute to continuous improvement actions · Develop, implement, and manage ITSM processes based on ITIL or similar frameworks. · Oversee incident, problem, change, release and project management processes. · Work with cross-functional teams to ensure IT services align with business needs and service level agreements (SLAs). · Conduct regular reviews of ITSM processes and recommend improvements. · Manage the IT service catalog and ensure accurate documentation of services and processes. Technical & Behavioral Competencies · Knowledge and experience with RedHat Linux administration, Windows, AIX, WAS, CFT and MQ Series · Experience with Service Now ticketing system · Familiarity with Autosys · Knowledge on any monitoring tools (e.g., Dynatrace, SysDig, Kibana) · Familiarity with database technology is required: Oracle, SQL Server and MongoDB. Capability to execute basic scripts and queries · Familiarity with DevOps tools including Gitlab, Ansible, Jenkins. · Expertise in scripting on one of these (e.g., Python, Bash, PowerShell). · Familiarity with containerization technologies (e.g., Docker, Kubernetes). · Experience with any cloud platforms (preferably IBM Cloud). · Understanding of ITIL or similar ITSM frameworks & tools(e.g, ServiceNow, JIRA service management) · Knowledge of IT production backup and resilience setup (High Availability setup, Disaster Recovery Plan, etc.) · Ability to grasp functional knowledge of application · Good written and spoken English · Measure and identify areas for improving Quality and overall Delivery · Able to communicate efficiently · Good Team Player Specific Qualifications: Skills Referential (Required knowledge, skills and abilities) Technical Skills: - Linux/Windows - SQL/MongoDB - Cloud - Kubernetes and Gitlab Behavioral Skills: - Ability to collaborate / Teamwork - Communication skills - oral & written - Creativity & Innovation / Problem solving - Critical thinking - Decision Making Education Level: Bachelor Degree or equivalent Location: Chennai
