Support Analyst

About the Role

The Support Analyst position is part of the ISPL ALMT APS team, responsible for Level 1 and Level 2 support across various ALMT applications including Front Office and Back Office tools as well as Micro Services Infrastructure applications in the EMEA region. This role reports to the Application Support Manager and focuses on providing production support and maintenance for key banking application platforms.

Key Responsibilities

• Deliver L1 and L2 technical and product support in a fast-paced and evolving environment, both independently and collaboratively.
• Monitor production environments proactively to prevent issues and respond effectively to incidents.
• Utilize ITIL methodologies such as Change, Incident, Problem, and Service Management to manage operational tasks.
• Oversee the execution of night batch processes, ensuring timely report generation and delivery within agreed SLAs.
• Identify and manage recurring incidents through problem management and escalate complex issues appropriately.
• Collaborate with infrastructure teams during server patching and upgrades to maintain system stability.
• Manage staging and production deployment activities, including validation post-deployment.
• Analyze and document problems, propose solutions, and initiate necessary corrective measures.
• Support release management activities and production deployment processes.
• Mentor junior team members by sharing knowledge and best practices.
• Participate in Disaster Recovery Plan (DRP) operations.
• Continuously enhance understanding of Banking Domain Knowledge, specifically Corporate and Investment banking.

Required Qualifications and Experience

• Bachelor's degree or equivalent qualification.
• Minimum of five years in application maintenance and support, preferably within a large support team.
• Experience working in dynamic and demanding environments with changing business needs.

Technical Competencies

• Strong knowledge of Linux operating system and shell scripting (mandatory).
• Familiarity with database management systems, SQL query writing, and troubleshooting.
• Experience with ITIL framework, particularly Incident, Request, Problem, and Change management processes.
• Understanding of Kafka and IBM MQ middleware troubleshooting and deployment.
• Experience with application monitoring tools such as Dynatrace, Kibana, Grafana, and Autosys.
• Knowledge of DevOps tools including Bitbucket, Ansible, Jenkins, and Kubernetes.
• Python scripting skills.

Behavioral Traits

• Proactive attitude with excellent communication skills, both written and verbal.
• Strong analytical and problem-solving capabilities.
• Ability to interpret and resolve complex technical issues quickly.
• Effectively prioritize and manage multiple conflicting tasks in a dynamic environment.
• Adaptability to change and eagerness to work in challenging situations.
• Positive interpersonal skills and effective team collaboration.
• Commitment to quality standards, including meeting issue resolution deadlines and continuous improvement.
• Keen interest in learning new technologies and tools.

Additional Information

The role is based in Chennai, Tamil Nadu and is full-time on-site. BNP Paribas India Solutions operates as a global delivery center providing services across Corporate & Institutional Banking, Investment Solutions, and Retail Banking. The company values diversity and inclusion, fostering a work environment where employees are respected regardless of gender, ethnicity, disability, age, or other characteristics.