Support Analyst

September 14, 2023

Support Analyst


  • Standard / Permanent
  • IN-TN-Chennai
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About BNP Paribas Group:

BNP Paribas is a leading bank in Europe with an international reach. It has a presence in 71 countries, with approximately 199,000 employees. 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, corporates and institutional clients) to realise their projects through solutions spanning financing, investment, savings and protection insurance.

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 Businessline/Function :

ISPL ALMT APS is a new team formed in ISPL to support L1/L2 activities for the all the ALMT applications across the globe.

Job Title:

Support Analyst


1st Jun 2022


CIB IT Production



Business Line / Function:

Reports to:




(if applicable)


Number of Direct Reports:

Directorship / Registration:



Position Purpose

This is for a Lead Support Analyst role, reporting to the Application Support Manager within ISPL ALMT APS.

The role includes ITIL Operations, Transition & Design activity, project management, managing ISPL team, strongly collaborating with the global team and the other Technology teams in ISPL. This is an excellent opportunity for a highly motivated and skilled candidate to join a very dynamic company and work in an exciting environment.
APS team member would be working on standard banking softwares & in-house applications etc..
The APS team member is responsible for providing production support, maintenance of key application platforms, deployment within the GM TP APS domain.



Direct Responsibilities

•  Candidate must work as level 1/2 support analyst to bring technical and product issues to resolve.

•  Responsible for monitoring production environment and act proactively to prevent performance issues or application crash.

•  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 like Change, Incident, Problem, and Service Management

•  Monitoring night batch and ensuring reports are generated well and transferred to client by adhering the SLA defined.

•  Monitor the recurrent incidents, perform problem management and escalate to the next level of support or development team when required

•  Coordinate with Infrastructure teams on events of patching & up gradation of servers to ensure the applications are stable & running after the infra work

•  Responsible for UAT/PROD deployment & validation,

•  Analyzing/documenting problems, recommending solutions, & initiating corrective action

•  Managing the team members, shift rota management, grooming, training, leaves management


Contributing Responsibilities

• Providing coaching and mentoring to junior colleagues, transferring skills and expertise as required.

•  Participate to DRP activities

•  Should have good experience knowledge on L1/L2 Functional Support

•  Eager to learn Banking Domain Knowledge (Corporate & Investment)


Technical & Behavioral Competencies

Technical :-

Must have technologies (Hands on experience)  PRIMARY SKILLS

BI Tools

Expertise on Web intelligence, Universes, Business processes, Data Ware housing, CMS




Knowledge on DBMS, SQL Queries and Troubleshooting


Knowledge on Operating System, Shell Scripting( Mandatory), Mounts/NFS


Good Understanding of ITIL framework , especailly on Incident,Request ,Problem

 and Change management.
Should have worked in ITIL process and best practices.


Knowledge on Weblogic OR any Middleware troubleshooting and

Deployment Process


Knowledge on Shell scripting(Mandatory)

Scheduler & Monitoring Tools:

Knowledge on Schedulers, Crontab, Autosys/DollarU/Univiewer



Network topologies, ability to identify Network issues.

Windows/Unix/Linux OS

Excellent Knowledge on UNIX/Linux /Windows Operating System and

 DOS Commands



Preferrably have experience on banking, and finance applications



• Proactive with good verbal and written communication skills
• Good analytical and problem solving skills
• Ability to understand and interpret complex technical issues and identify solutions, quickly and efficiently.
• Ability to prioritize workloads and manage conflicting requests on time in a continually fast moving

  environment. Enthusiastic to work in challenging environment
• Effective problem solving abilities
• Ability to adapt to change
• Exhibits positive interpersonal and team skills
• Commitment to company quality standards including: issue resolution timescales, quality improvement

  and commitment to resolving issues correctly.
• Aptitude for learning


Specific Qualifications (if required)


Skills Referential

Behavioural Skills: (Please select up to 4 skills)

Ability to collaborate / Teamwork

Ability to deliver / Results driven

Ability to share / pass on knowledge

Choose an item.

Transversal Skills: (Please select up to 5 skills)

Ability to develop and adapt a process

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Choose an item.

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Education Level:

Bachelor Degree or equivalent

Experience Level

At least 7 years

Other/Specific Qualifications (if required)






Qualifications – External


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