Position Purpose:

This role provides application production support predominantly L2 for territory and banking applications based in London along with occasional L1 duties for supporting UK Payment streams. It sits within a distributed team called LAS APS operating from London, Mumbai and Madrid.

The desired position will mainly serve UK users and collaborate closely with Development (ADM), Business Analysts, and other Production Support (APS) and infrastructure teams across London, Paris, Madrid, Brussels, Mumbai and Bangalore.

Key expectations include flexibility to cover normal shift along with standard UK shifts, weekday on‑call duties, occasional weekend support for maintenance and DR exercises, holiday coverage (on rotational basis), excellent communication and teamwork; and strict adherence to governance and compliance standards.

Responsibilities

Direct Responsibilities

- L2 Production Support for territory and banking applications ensuring uninterrupted service continuity.
- L1 production support for core payment systems and UK payment streams (CHAPS, BACS, FPS etc.), handling end‑user inquiries and incident communications etc.

• Incident, Problem and Change management as per adherence to ITIL best‑practice processes and predefined procedures

- Collaborate with infrastructure and specialist technical teams to investigate complex issues, coordinate regarding maintenance and change‑related activities.
- Monitor critical business processes, systems, and payment flows using predefined health checks, monitoring tools etc.
- Availability in multiple shifts (Regular and UK), on call support for weekday, occasional weekend & holiday support coverage for Mumbai holidays (rotational basis).
- Coordination with ADM team (L3) and Business Analysts for incident troubleshooting (when applicable) and problem ticket prioritization.

Contributing Responsibilities

1. Active Involvement in projects

- Contribution in projects specific to our area or group driven .



Examples : obsolescence management, vulnerability remediation, and other application‑life‑cycle improvements.
- Project/Stream Lead in production specific projects: For example: Capacity management, Backup Recovery Test (BRT), Liveplay exercises…

1. Business Continuity & Disaster Recovery – assist in DR exercises, live‑play simulations, and related BCP tasks; help capture lessons learned and apply them to future runs.
2. Documentation & Knowledge Management – create and maintain up‑to‑date run‑books, SOPs, and knowledge‑base articles; ensure information is easily reusable by the team.
3. Process improvement & knowledge sharing – identify opportunities to streamline processes/procedures, propose enhancements, and mentor peers through informal coaching or formal training sessions.

Technical & Behavioral Competencies

- · Proven experience in production support
- · Advanced analytical and troubleshooting skills
- · Skilled at handling pressure, prioritizing and multitasking.
- · Capable of leading and taking initiative.
- · Effective communicator with solid interpersonal and relationship building abilities
- · Capable of producing clear, high-quality documentation
- · Acts as a role model, promoting a culture of professionalism and integrity
- · Demonstrates flexibility and adaptability in dynamic settings

Specific Qualifications: · Strong track record of leading APS initiatives/projects like Obsolescence management, capacity management etc.

Skills Referential (Required knowledge, skills and abilities)

Shift Time – Regular Shift and UK Shift

Technical Skills:

- Windows Server and IIS
- C# and .NET (Novice)
- MS SQL Server
- PowerBI (Good to have)
- SSRS/SSIS (Good to have)
- Autosys
- Dynatrace (Positive to have)
- Service Now tool and JIRA

Behavioral Skills:

- Team Player
- Analytical Ability
- Communication
- Decision Making
- Problem Solving Attitude
- Being Persistent and resilient

Education Level: Bachelor’s degree or equivalent

Location: Mumbai

📌 Support Analyst - Windows, .NET , MS SQL (Mumbai)
🏢 BNP Paribas
📍 Mumbai