Responsibilities

Direct Responsibilities
Incidents
Requests
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)
Knowledge of IT production backup and resilience setup (High Availability setup, Disaster Recovery Plan, etc.)
Valuable written and spoken English
Measure and identify

📌 Application Production Support Mumbai
🏢 Infotel UK
📍 Mumbai