Application Production Technical Support
Apply NowCompany: BNP Paribas
Location: Montreal, QC H1A 0A1
Description:
At BNP Paribas Canada, it is our employees, which make the difference... Our 75 nationalities are part of our diversity!
Do you like challenges, a structured framework, the prospect of optimizing and innovating? You are known for your originalityand want a certain freedom to think while sharing your knowledge and ideas?
About the Department
The IT Application Production Support team is part of the Information Technology group, which works simultaneously on a wide range of projects arising from businesses, strategic initiatives, regulatory changes, and reengineering of existing applications to improve functionality and efficiency. The team provides technical and functional support directly to operational user within BP2S
SUMMARY OF THE ROLE
Technical support analyst is accountable for daily support and health of the IT production environment for fund accounting applications. Such tasks include change, request, incident, and problem management for the department. Providing support for fund accounting applications requires understanding the functionality such as NAV cycle, be familiar with classic financial products and derivatives to resolve the issues. The Analyst shall serve on a team which acts as the first point-of-contact (Level 1 and 2): the role will be to receive, to record, and to understand issues, debug and fix technical issues, suggest improvements, route unknown issues to Level 3 support staff, and to then communicate the resolution to the requestor. Assist the user community to resolve technical issues. Coverage during weekend and off-hours are on an "as needed" basis.Flexible approach to working hours to meet the demands of the team. Willing to work in different day if required.
MAIN RESPONSIBILITIES
-Monitoring production environment.
-Trouble shooting technical issues raised by user and provide resolution within SLA based on the priority and impact.
-Develop good understanding of the existing applications (functional & technical)
-Diagnosing and resolving incidents within SLA.
-Ensure daily communication & transition with teams from other time zones.
-Mandatory control measures to be applied to avoid recurrent Incidents.
The position consists in providing support for the corresponding list of applications in a cross-regional environment, in a follow-the-sun model. It also encapsulates Incidents, change, problem and service Request and Release Management as part of the Service Management Catalogue in line with defined Standard Operating Procedure. Being a follow-the-sun model, Candidate will be expected to work on alternating shifts.
Candidate having an exposure to ITIL V3, capable of participating critical initiative within the Team, interact with Quality Control and Reporting Teams in the production of Key Performance Indicators and exposure/experience towards follow-the-sun model may be favored.
KEY SKILLS AND QUALIFICATIONS
Bachelor's degree in computer/IT/Software engineering required; advanced degree considered a plus.
Minimum 4 years financial industry experience.
Knowledge of ITIL and Incident Management.
Expert knowledge and experience in SQL Queries (Oracle SQL / PL-SQL)
Knowledge of Microsoft Access & Excel.
Expert Knowledge & experience of working in Unix environment.
Knowledge of schedulers (Autosys, Control M), DataStage WTX and file transferring (CFT/FTP/MQ) would be an advantage.
Knowledge of programming language (C. C++, Java, .Net) would be an advantage.
Good written and spoken English
Must have worked on Collecting Metrics & Analyzing the request/tickets
Able to communicate efficiently
Good Team Player
French/English
Client focus: Does everything possible to achieve internal or external customer satisfaction by identifying the customer's needs and providing them with the appropriate solution.
Domain:
Knowledge and/or experience of the Investment services industry / Funds Administration.
Prior experience in application and production support activities
About BNP Paribas
With more than 200,000 employees in 72 countries, the Group serves nearly 32 million individual customers and 850,000 professionals, entrepreneurs, SMEs and large companies. BNP Paribas is a leading bank in the euro zone and a leading international banking player.
Did you know?In 2019, BNP Paribas named World's Best Bank for Corporate Responsibility 2019
About BNP Paribas in Canada
With more than 900 employees, BNP Paribas Canada continues to attract experts from diverse fields as well as ambitious young talent from around the world. We are proud to offer our employees a rewarding and international workplace where they can build their professional careers by honing their skills, meeting challenges and enriching their knowledge of the financial industry.
A recruitment policy that promotes equality and diversity:
BNP Paribas is an equal opportunity employer. BNP Paribas recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, sex, disability, age, and other protected status (Employment Equity Act).
Part of BNP Paribas dedication to diversity, multiculturalism and inclusion is clearly reflected on how we believe and live diversity and inclusion all together. As such, one of BNP Paribas' initiatives is hosting Employee Resource Groups (ERGs) which are focused on equality of gender, sexual orientation and learning from other cultures.
We can assist with access to job offers for people with disabilities who may be unable to use our career site - please contact us by email canada_recrutement [at] ca.bnpparibas (dot) com or by phone on [redacted]
Want to know more about the BNP Paribas Group?
https://group.bnpparibas/en/group
** Only selected applications that meet the requirements of the role will be contacted **
Do you like challenges, a structured framework, the prospect of optimizing and innovating? You are known for your originalityand want a certain freedom to think while sharing your knowledge and ideas?
About the Department
The IT Application Production Support team is part of the Information Technology group, which works simultaneously on a wide range of projects arising from businesses, strategic initiatives, regulatory changes, and reengineering of existing applications to improve functionality and efficiency. The team provides technical and functional support directly to operational user within BP2S
SUMMARY OF THE ROLE
Technical support analyst is accountable for daily support and health of the IT production environment for fund accounting applications. Such tasks include change, request, incident, and problem management for the department. Providing support for fund accounting applications requires understanding the functionality such as NAV cycle, be familiar with classic financial products and derivatives to resolve the issues. The Analyst shall serve on a team which acts as the first point-of-contact (Level 1 and 2): the role will be to receive, to record, and to understand issues, debug and fix technical issues, suggest improvements, route unknown issues to Level 3 support staff, and to then communicate the resolution to the requestor. Assist the user community to resolve technical issues. Coverage during weekend and off-hours are on an "as needed" basis.Flexible approach to working hours to meet the demands of the team. Willing to work in different day if required.
MAIN RESPONSIBILITIES
- Ensure day-to-day quality of live applications to end-users by:
-Monitoring production environment.
-Trouble shooting technical issues raised by user and provide resolution within SLA based on the priority and impact.
-Develop good understanding of the existing applications (functional & technical)
-Diagnosing and resolving incidents within SLA.
-Ensure daily communication & transition with teams from other time zones.
-Mandatory control measures to be applied to avoid recurrent Incidents.
- Analysis and solving technical issues during production phases, raise problem/change requests if required, ensure the follow up of issues until the delivery of patch corrections.
- To assist with the streamlining of the support area i.e. suggesting where procedures can be improved without the introduction of risk.
- Guarantee the escalation of problems to the adequate IT organization (internal or service providers or entities) to ensure on-time resolution; manage priorities depending on the criticality of the requests and production failures. Escalate issues to the managers that cannot be resolved, in a timely manner.
- Contribute to maintain a very stable BAU to deliver NAV(Net Asset value) on time and match with the deadlines.
- Provide guidance, instruction, direction to their team and help team create and maintain shared team values.
- Perform level 1/2 support and complex analysis of reported issues/incidents, and evaluate alternative business solutions and workarounds to minimize the impacts. Ensure issues are identified, tracked and resolved in a timely manner.
- Closely follow up all production alerts & monitoring dashboards.
The position consists in providing support for the corresponding list of applications in a cross-regional environment, in a follow-the-sun model. It also encapsulates Incidents, change, problem and service Request and Release Management as part of the Service Management Catalogue in line with defined Standard Operating Procedure. Being a follow-the-sun model, Candidate will be expected to work on alternating shifts.
Candidate having an exposure to ITIL V3, capable of participating critical initiative within the Team, interact with Quality Control and Reporting Teams in the production of Key Performance Indicators and exposure/experience towards follow-the-sun model may be favored.
KEY SKILLS AND QUALIFICATIONS
Bachelor's degree in computer/IT/Software engineering required; advanced degree considered a plus.
Minimum 4 years financial industry experience.
Knowledge of ITIL and Incident Management.
Expert knowledge and experience in SQL Queries (Oracle SQL / PL-SQL)
Knowledge of Microsoft Access & Excel.
Expert Knowledge & experience of working in Unix environment.
Knowledge of schedulers (Autosys, Control M), DataStage WTX and file transferring (CFT/FTP/MQ) would be an advantage.
Knowledge of programming language (C. C++, Java, .Net) would be an advantage.
Good written and spoken English
Must have worked on Collecting Metrics & Analyzing the request/tickets
Able to communicate efficiently
Good Team Player
French/English
Client focus: Does everything possible to achieve internal or external customer satisfaction by identifying the customer's needs and providing them with the appropriate solution.
Domain:
Knowledge and/or experience of the Investment services industry / Funds Administration.
Prior experience in application and production support activities
About BNP Paribas
With more than 200,000 employees in 72 countries, the Group serves nearly 32 million individual customers and 850,000 professionals, entrepreneurs, SMEs and large companies. BNP Paribas is a leading bank in the euro zone and a leading international banking player.
Did you know?In 2019, BNP Paribas named World's Best Bank for Corporate Responsibility 2019
About BNP Paribas in Canada
With more than 900 employees, BNP Paribas Canada continues to attract experts from diverse fields as well as ambitious young talent from around the world. We are proud to offer our employees a rewarding and international workplace where they can build their professional careers by honing their skills, meeting challenges and enriching their knowledge of the financial industry.
A recruitment policy that promotes equality and diversity:
BNP Paribas is an equal opportunity employer. BNP Paribas recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, sex, disability, age, and other protected status (Employment Equity Act).
Part of BNP Paribas dedication to diversity, multiculturalism and inclusion is clearly reflected on how we believe and live diversity and inclusion all together. As such, one of BNP Paribas' initiatives is hosting Employee Resource Groups (ERGs) which are focused on equality of gender, sexual orientation and learning from other cultures.
We can assist with access to job offers for people with disabilities who may be unable to use our career site - please contact us by email canada_recrutement [at] ca.bnpparibas (dot) com or by phone on [redacted]
Want to know more about the BNP Paribas Group?
https://group.bnpparibas/en/group
** Only selected applications that meet the requirements of the role will be contacted **