Application Support Assistant
BNP Paribas
Lisbon, PT
há 9 horas

BNP Paribas is a leading European bank with an international reach. It has a presence in 72 countries, with more than 202,000 Employees including more than 154,000 in Europe and over 5,000 in Portugal alone.

BNP Paribas is present in Portugal since 1985, having been one of the first foreign banks to operate in the country. Today, BNP Paribas has several entities operating directly in this territory, offering a wide range of integrated financial solutions to support its clients and their businesses.

Worldwide, the Group has key positions in its three main activities : Domestic Markets and International Financial Services (whose retail-

banking networks and financial services are covered by Retail Banking & Services) and Corporate & Institutional Banking, which serves two client franchises : corporate clients and institutional investors.

The Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporate and institutional clients) to realise their projects through solutions spanning financing, investment, savings and protection insurance.

ROLE AND RESPONSIBILITIES

Ensure day-to-day quality of service of live applications to end-users by :

  • Resolving incidents;
  • Answering user requests;
  • Monitoring production environments;
  • Developing a good understanding of the existing application (functional and technical);
  • Ensure daily communication & transition with teams from other time zones.

    Contribute to the setup of the Lisbon Team (Process, Tools, Efficiency ).

    Current Team is deployed in Paris (France) and in Chennai (India).

    This position could imply On Call Duties and some trips abroad.

    Helpdesk

    Understand the application landscape, develop expertise of the application / s and understand various interfaces involved

    Answer user requests and manage incidents, including target days

    Define new practices / processes when needed

    Write new procedures and ensure their collective ownership

    Contribute to checking’s & validation of production changes and application restart

    Ensure daily communication & transition with Paris team

    Incident Management

    Manage incidents according to Service Delivery GITSDE / ITIL Standards, and in coordination with other teams, including production teams

    Re-instate services as soon as possible whenever an incident occurs

    Service Level Management

    Monitor environments and KPIs

    Suggest changes, improvements to improve continuously global level of service

    Validate changes onto production

    Problem Management

    Identify recurring Issues and service Request and define action plans to reduce them.

    PROFILE

    First class Graduate in any discipline (Computer Science preferred) from a reputed university with a good background of software development / support

    IT working experience

    Good understanding of the ITIL norm and practices (desirable)

    Knowledge and / or experience of the financial services industry (desirable)

    Prior experience in application support

    Experience and ability to perform technical analysis and identify impacts (functional / technical)

  • Experience of working with applications with many interfaces to other applications;
  • Good understanding of RDBMS concepts

    Proficiency in at least one database (Oracle, Sybase, SQL Server) (mandatory)

    At least 1-year working experience with UNIX and its standard commands (desirable)

    Knowledge of DataStage TX (desirable)

    Knowledge of PowerShell Scripts (desirable)

    Knowledge of Calypso (is a plus)

    Good interpersonal skills

    Excellent communication skills

    Mandatory to be fluent in English

    French (is a plus)

    Ability to work with pressure

    Please note that only applications submitted in English will be considered.

    In case you are selected for this role, further documentation will be requested to support your hiring process.

    BNP Paribas is an equal opportunity employer and proud to provide equal employment opportunity to all job seekers. We are actively committed to ensuring that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation.

    Equity and diversity are at the core of our recruitment policy because we believe that they foster creativity and efficiency, which in turn increase performance and productivity.

    We strive to reflect the society we live in, while keeping with the image of our clients.

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