Application Production Analyst

2 weeks ago

Sydney, New South Wales, Australia BNP Paribas Full time
APPLICATION PRODUCTION ANALYST (

FTC TO MARCH JOB NUMBER:
ITO002646)

Description of the Department:

To provide quality, cost-effective, robust IT services / solutions to allow the various BNPP business units to achieve their respective corporate goals and objectives

Summary of the Role:

Part of the BNP Paribas (BNPP) IT - Application Production Support - Operations Function, responsible for:

  • 2nd/3rd level support for general IT incidents & requests
  • Problem Management
  • Service Continuity
  • Obsolescence Management
  • Vulnerability Management
  • Performance & Capacity Management
  • IT Operations Reporting

Liaises with

Internal:

  • BNPP IT Application Support, Business Support & Client Support teams
  • BNPP IT Application Production Support (Chennai/Montreal)
  • BNPP IT Platforms
  • BNPP business units
  • BNPP Sydney Territory IT on IT Helpdesk support
  • BNPP Sydney/Singapore Territory IT on incident related followup
  • BNPP Central Application Production Support
  • BNPP Global IT (London, Paris, Lux, Chennai)

External:

  • BNP Paribas Securities Services Clients
  • ITPS (global IT infrastructure)

Key Responsibilities:

Problem Management:

  • Initial root cause analysis of problems to determine potential fixes
  • Coordination with preventative measure owners to ensure closure within expected timeframes

Production Support

  • Appropriate escalation of incidents to resolver groups, based on procedures for production incidents and for BCP events
  • Defining, documenting and improving processes and procedures
  • Assist in keeping DR environment in working order through participation in regular health checks, maintenance activities and tests
  • Maintain inhouse alerting systems to ensure production monitoring captures all system exceptions

Release Management

  • Complete packaged releases into production environment as provided by IT development team
  • Liaise with the business & other IT teams to ensure that system changes and enhancements are done so using Change Management best practice

General Production Support

  • Including
  • Obsolescence Management
  • Vulnerability Management
  • Performance & Capacity Management
  • Responsibilities can vary, however having an excellent understanding of how these functions are managed in a production environment is strongly desired
  • Provide assistance to IT Operations Support Manager for IT production related tasks

Qualifications & Experience required for the role:

Required:

  • Excellent understanding of ITIL V3 or V4 principles
  • Accreditation essential
  • Strong analytical skills
  • Ability to think "outside of the box"
  • Very strong communication skills
  • Good understanding of risk control
  • Ability to multitask
  • Team Player
  • Proactive
  • Ability to work under pressure
  • Ability to manage own workload
  • Attention to Detail
  • Excellent phone manner
  • Ability to relate to clients (internal and External)
  • Understanding of Service Level Agreements
  • Good Time Management Skills
  • Flexible attitude
  • Experience in Customer facing roles
  • 5 years IT experience
  • A strong understanding of Service Level Agreements and the subsequent monitoring of performance against the benchmarks

Desirable:

  • Strong appreciation of production responsibilities within an international financial institution
  • Knowledge of custodian and/or funds management administration
  • Degree qualification in IT
  • Any experience in Hiport, PControl, or Client Reporting Applications

Technical Skills required for the role:

  • ITIL V3 or V
  • SQL, VBA, or Excel development experience
  • Microsoft products, specifically SCOM & Biztalk

Core Competencies required for the role:


  • Attention to detail
  • Ensures accuracy and implements processes to ensure quality of output. Ensures high personal standards in all areas of work.

-
Quantitative analysis
  • Understands and evaluates numerical data, tables, charts or graphs. Performs calculations, makes comparisons and combines quantitative information.

-
Technical/professional knowledge
  • Demonstrates a satisfactory level of technical and professional skills/knowledge in job related areas. Keeps abreast of current developments and trends in area of expertise

-
Technical/professional proficiency
  • Demonstrates a satisfactory level of performance in specific technical / professional areas

-
Accountability
  • Committed to achieving the organisation's objectives. Demonstrates perseverance and is accountable for own actions.
-
Change management:

  • Displays flexibility to change and is open to new ideas. Encourages others to be open to innovation. Values feedback and gives people scope and confidence to generate ideas.

-
Client Focus
  • Complete commitment to provide professional, intelligent and timely responses to our clients' needs and to changes in the market

-
Collaborative approach
  • Supports and shows respect for others. Puts people first, and works effectively with individuals, teams a

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