Production Support Analyst - Jobs in Montréal, QC

Job Description

At BNP Paribas Canada, it is our employees which make the difference... Our 75 nationalities are part of our diversity!Do you like challenges, a structured framework, the prospect of optimizing and innovating You are known for your originality and want a certain freedom to think while sharing your knowledge and ideas... Come help us contribute to the growth of our Canadian platform!You will benefit amongst other things from:Access to social volunteer and recreational programs, via our many Employee Resource Groups (ERGs)Opportunities for career development through active internal mobility and our innovative training program: Canada AcademyA brand new workspace, flexible, comfortable and easily adaptable to your needs: remote work opportunities, standing desks, innovation lab., open meeting rooms and spacesAbout the DepartmentThe team is part of a global support group for managing the production of Fixed Income Back Office operations on daily basis; including deal booking, payment, accounting generations, trade confirmations, documentations etc. There are large number of users across Paris, Montreal and New York to support on day-to-day basis.The support team is in constant communication with developers, infrastructure, application production and operations users team. The environment at times can be noisy, with frequent interruptions and at times, stressful. With such a demanding environment, a high level of flexibility, patience, and confidence is required. The role can be rewarding, but will require a high level of commitment to get up to speed.The team works closely with its global counterparts, providing follow-the-sun support as part of 24x7 model including weekend on-call support. Candidate is expected to be involved in the out of office hours escalation on rotation (evenings, weekend work and bank holiday cover). The business is highly dynamic and team operate in an environment aligned to their changing needs.SUMMARY OF THE ROLEThe role will mainly focus on the functional & technical support of set of in-scope applications, monitoring, troubleshooting, resolving and communicating the production events to end users and stakeholders. The event can be of various type and nature, ranging from simple application error or the infrastructure issue related to server crash. The main responsibility will be to support end users and provide after care support by resolving incidents whilst leveraging on the systems technical architecture knowledge. Provide technical support by ensuring the smooth execution of batches, delivering the production change; manage incidents and problem within the in-scope applications. Operating on US/UK based hours to support the businesses in Paris, London, New York and Montreal. The candidate is expected to closely work with ISPL Mumbai team. The start of shift is 9 am but can vary as per requirement. The successful candidate will be expected to commit potentially longer than normal business hours if there are critical issues that still require attention. The candidate will report to GM APS Transversal head.MAIN RESPONSIBILITIESRequest, Incident, Change and Problem Management

• Act as first line of contact for end users to register their queries/concerns and provide Level1 and Level2 functional and technical resolutions.
• Coordinate with Level3, Infra or ADM teams to resolve issues/incidents ensuring timely communications to end users.
• Pro-actively monitor, manage and improve availability and performance of the production environments and application layers to middleware and databases.
• Monitor application components and in-out data with the help of provided tools and act proactively to prevent data issues, performance issues or application crash.
• Ensures issues/incidents are logged in the incident management system on time with relevant details (outage, downtime, dependencies etc.), investigate root cause, take resolution ownership
• Liaises with upstream and downstream applications support teams as appropriate.

Application and Batch Monitoring and Follow up

• Monitor application state and input/output data correctness throughout the day, hand-over with follow the sun support teams.
• Monitor batches with the help of provided tools and act proactively on failed batches while being ensuring that the preventive actions were implemented to avoid the future failures.
• Actively seeks reduction of dependency on manual interventions by support staff, e.g. leveraging enterprise batch scheduling and enterprise monitoring tools.

Knowledge Management and Documentation

• Owns teams’ knowledge base on Wiki/appropriate tool for in-scope applications.
• Ensures regional support teams are trained as required for a follow-the-sun support model, in particular over new releases. Provide basic training to end-users on application use.
• Ensure training and knowledge transfer on new team members across globe

Maintenance and Enhancements

• Participate in release cycles for functional validation on staging/pre-production/production environment.
• Review release and coordinate around deployment/post release checks, do communication.
• Liaises with the Development teams to ensure enhancements and bug fixes are prioritized.
• Ensuring the timely delivery of change in staging/production ecosystem as per schedule.
• Participates in regular and required DRP and BCP exercises.
• Coordinate with Infrastructure teams on events of patching & upgradation of servers to ensure the applications are stable & running after the infra work.

KEY SKILLS AND QUALIFICATIONSTechnical Skills

• Prior experience of Production Support preferably in banking domain
• Excellent knowledge of databases like Oracle and SQL
• Knowledge on Linux, Middleware and basics of XML
• Working knowledge or familiarity with tools like Geneos, ServiceNow, Confluence, Autosys, Kibana Plugins, Introscope, Elastic Search etc.
• Working knowledge or familiarity scripting skills Perl, Python and PowerShell
• Knowledge of file transfer protocol and tools like - CFT,FTP,SFTP
• Good to have knowledge of TCP/IP, TIBCO RV, TIBCO Business Works, MQ, Java, C#/.NET, HTTP
• Good experience on systems like Windows, UNIX and Linux

Functional Skills

• Good to have experience in applications like Murex, Transcom, GTMatch, Calypso, FXO etc.
• Understanding of application lifecycle and network
• Good to have BMC software (BladeLogic, Middleware and transaction management)
• Good to have Digitec, Market Data Mechanism, Distributed
• Knowledge of Capital Markets environments, Front Office, eCommerce
• Knowledge of financial products like Interest rates, Bonds, FX, Treasury
• Working knowledge of processes like change, incident, request and problem management

Behaviour Skills

• Ability to provide step-by-step functional and technical help, both written and verbal
• Enthusiastic to work in challenging environment
• Highly effective team player with collaborate and can-do attitude
• Develop team skills, leverage networks, embrace changes

Qualification

• Minimum 5 years of relevant application production support or support experience
• Preferred candidates with banking / financial background

Availability

• This is Follow-The-Sun (FTS) model, and hence team needs to be flexible with weekday shift
• Flexible in working on public holiday, weekends to support application releases and Infra production changes
• Flexible for on-call support, especially on Sunday evening to support ASIA SOD support

Language

• English - Fluent
• French – Good to have

About BNP ParibasWith more than 200,000 employees in 72 countries, the Group serves nearly 32 million individual customers and 850,000 professionals, entrepreneurs, SMEs and large companies. BNP Paribas is a leading bank in the euro zone and a leading international banking player.Did you know In 2019, BNP Paribas named World’s Best Bank for Corporate Responsibility 2019About BNP Paribas in CanadaWith more than 900 employees, BNP Paribas Canada continues to attract experts from diverse fields as well as ambitious young talent from around the world. We are proud to offer our employees a rewarding and international workplace where they can build their professional careers by honing their skills, meeting challenges and enriching their knowledge of the financial industry.A recruitment policy that promotes equality and diversity:BNP Paribas is an equal opportunity employer. BNP Paribas recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, sex, disability, age, and other protected status (Employment Equity Act).Part of BNP Paribas dedication to diversity, multiculturalism and inclusion is clearly reflected on how we believe and live diversity and inclusion all together. As such, one of BNP Paribas’ initiatives is hosting Employee Resource Groups (ERGs) which are focused on equality of gender, sexual orientation and learning from other cultures.We can assist with access to job offers for people with disabilities who may be unable to use our career site - please contact us by email canada_recrutement@ca.bnpparibas.com or by phone on 514-285-6000Want to know more about the BNP Paribas Grouphttps://group.bnpparibas/en/group** Only selected applications that meet the requirements of the role will be contacted **Primary Location: CA-QC-MontréalJob Type: Standard / PermanentJob: INFORMATION TECHNOLOGYEducation Level: Bachelor Degree or equivalent (>= 3 years)Experience Level: At least 5 yearsSchedule: Full-time