Description
Responsibilities
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 Devops tool including Gitlab, Kubernetes, Openshift
· Experience with Service Now ticketing system
· Knowledge on any monitoring tools (e.g., Dynatrace, SysDig, Kibana)
· Familiarity with database technology is required: Oracle, SQL Server or MongoDB. Capability to execute basic scripts and queries
· Expertise in scripting on one of these (e.g., Python, Bash, PowerShell).
· Familiarity with containerization technologies (e.g., Docker).
· Experience with any cloud platforms (preferably IBM Cloud).
· Understanding of ITIL or similar ITSM frameworks & tools(e.g, ServiceNow, JIRA service management)
· Ability to grasp functional knowledge of application
· Knowledge of IT production backup and resilience s

📌 Application Production Support (Mumbai)
🏢 Infotel UK
📍 Mumbai