App support Manager

June 11, 2024

App support Manager


  • Permanent
  • IN-Tamil Nadu-Chennai
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About BNP Paribas Group:

BNP Paribas is a top-ranking bank in Europe with an international profile. It operates in 71 countries and has almost 199 000 employees. The Group ranks highly in its three core areas of activity: Domestic Markets and International Financial Services (whose retail banking networks and financial services are grouped together under Retail Banking & Services) and Corporate & Institutional Banking, centred on corporate and institutional clients. The Group helps all of its clients (retail, associations, businesses, SMEs, large corporates and institutional) to implement their projects by providing them with services in financing, investment, savings and protection. In its Corporate & Institutional Banking and International Financial Services activities, BNP Paribas enjoys leading positions in Europe, a strong presence in the Americas and has a solid and fast-growing network in the Asia/Pacific region.

About BNP Paribas India Solutions:

Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas SA, a leading bank in Europe with an international reach. With delivery centers located in Bengaluru, Chennai and Mumbai, we are a 24×7 global delivery center. India Solutions services three business lines: Corporate and Institutional Banking, Investment Solutions and Retail Banking for BNP Paribas across the Group. Driving innovation and growth, we are harnessing the potential of over 6000 employees, to provide support and develop best-in-class solutions.

About BNL:

BNL’s Information Technology (IT) Area is a partner of the bank and the companies of the BNL BC Group for the digital evolution of operational and business models through the design, planning and implementation of distinctive, reliable, and sustainable technological solutions.

IT Production Unit reports functionally to the ITG (Informatique Technologies Groupe) department of the parent company, is functionally responsible for the IT structures of the companies of the BNL BC Group and coordinates the IT community of the BNPP Group in Italy, with the aim of obtaining all possible synergies of purpose, ensure full operational consistency and enable the digital transformation of our Group. As part of IT Production BNL, Application Production is responsible for supporting the IT production applications for BNL.

BNL ODM – Automation & DevPos toolchain integrates orchestration and automation solutions, guarantees the implementation and management of the DevOps toolchain with the aim of making the Release and Deployment processes (software quality and security checks, test automation, etc.) and the operations technical activities (system management) more efficient and robust, and as an acceleration key factor of the Cloud Journey.

Job Title:

DevOps OPEN Support


Feb 2024





Business Line / Function:

Group Functions

Reports to:




(if applicable)



Number of Direct Reports:

Directorship / Registration:


Position Purpose

The main purpose of the position will be to support BNL DevOps Team in their RUN activities, mainly:

–          IT user support

–          tooling and infrastructure maintenance

–          Management a team of 50+ people with help of N-1’s on different skills (ODM, Infra, mainframes etc)


Direct Responsibilities

·         Manager a team of 50 resources with the help of N-1’s

·         Manage day to day operations as per ITGP Standards for BNL

·         Enhance & manage existing scripts/process as per ITGP Standards.

·         Documentations, process definition, stakeholder management

  • Hands on manager with 70% on Production and 30% on management
  • Responsible for monitoring production environment and act proactively to prevent application disruption or crash and performance issues
  • Responsible for resolving support issue by using his technical expertise and flexible enough to look for solutions that may be out of the box
  • Handling ITIL methodologies such as Change, Incident, Problem, and Service Management to address the production activities
  • Monitoring night batch and ensuring reports are generated well and transferred to the client by adhering the SLA defined

·         Take care of:

o   Incidents (troubleshooting on automation faults or problems affecting the BNL DevOps managed services)

o   Service Requests (for ex. new users onboarding, new project/release setup and configuration on DevOps tools, general technical support on operated tools, etc…)

o   Changes (maintenance and upgrade of operated tools)

·         DevOps services monitoring & alerting

·         Reporting SLA and ensure that SLA targets are met for the above activities

·         Coordinate closely with BNL DevOps Team and all other BNL and/or BNP Paribas IT teams (Infrastructure Management, Application Management, Security and IT Tribe Development teams, etc.)

·         Assure quick routing of Incident/Service Requests that are not in ISPL defined/agreed responsibilities to BNL DevOps team

·         Extend the scope of supported technologies and related skills/knowledge aligning with new services introduced in BNL DevOps team perimeter

  • Analyzing/documenting problems, recommending solutions and initiating corrective action
  • Providing coaching and mentoring to junior colleagues, transferring skills and expertise as required.

Contributing Responsibilities

·         Contribute to the knowledge base building with BNL DevOps team (Wiki, guidelines)

·         Contribute to the definition of processes and procedures involving the team

·         Help building international team and integrate into BNL BNP Paribas culture

·         Contribute to incidents management and associated problem management

·         Contribute to the periodical reporting activity and KPI calculation

·         Contribute to continuous improvement actions, especially developing the lessons learned

Technical & Behavioral Competencies

·         Jenkins

·         Gitlab

·         Nexus / Artifactory

·         Sonarqube

·         Python

·         Ansible

·         Terraform

·         Cloud Native Applications (Kubernetes)

·         Helm

·         Experience with system scripting

·         Experience with ServiceNow ticketing system and/or other ITSM solutions

·         Good written and spoken English

·         Measure and identify areas for improving Quality and overall Delivery

·         Be able to communicate efficiently

·         Good team-player

Specific Qualifications (if required)

Basic knowledge of Italian language will be considered a plus in the selection phase

Skills Referential

Behavioural Skills: (Please select up to 4 skills)

Ability to collaborate / Teamwork

Critical thinking

Client focused

Ability to share / pass on knowledge

Transversal Skills: (Please select up to 5 skills)

Analytical Ability

Ability to set up relevant performance indicators

Ability to develop others & improve their skills

Ability to understand, explain and support change

Ability to manage / facilitate a meeting, seminar, committee, training…

Education Level:

Bachelor Degree or equivalent

Experience Level

At least 12 years

Other/Specific Qualifications (if required)

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