Infotel UK
Banking
ApplicationProductionSupport
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Application Production Support at Infotel UK. Skills: Application Production Support, DevOps, ITSM frameworks. Manage incidents. Manage requests”
What You'll Achieve.
Improving Quality; Overall Delivery
Industry & Context.
Problem solving; Root cause analysis
What They're Looking For.
Must Have
Knowledge of monitoring tools, Familiarity with database technology, Expertise in scripting, Familiarity with containerization technologies, Understanding of ITIL frameworks, Ability to grasp functional knowledge, Knowledge of IT production backup, Good written and spoken English, Measure and identify areas for improving Quality, Able to communicate efficiently
Nice to Have
Experience with cloud platforms, DevOps knowledge
What You'll Do.
Ensure SLA targets are met
Handover knowledge to Paris teams
Coordinate with Paris OPS teams
Coordinate with IT teams
Contribute to knowledge transfer
Contribute to definition of procedures
Help build team spirit
Integrate into BNP Paribas culture
Contribute to activity reporting
Contribute to KPI calculation
Contribute to continuous improvement
Develop ITSM processes
Implement ITSM processes
Manage ITSM processes
Oversee incident management
Oversee problem management
Oversee change management
Oversee release management
Oversee project management
Work with cross-functional teams
Align IT services with business needs
Align IT services with SLAs
Conduct regular reviews of ITSM processes
Recommend ITSM improvements
Manage IT service catalog
Ensure accurate documentation
How You'll Work.
Team & Collaboration
Paris OPS teams; BNP Paribas IT teams; Cross-functional teams
Communication Scope
Written English; Spoken English; Oral communication; Written communication
Process & Methodology
ITIL, JIRA service management
Full Job Description
**Responsibilities** _Direct Responsibilities_ · For a predefined applications scope take care of: o Incidents o Requests o 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) · Ability to grasp functional knowledge of application · Knowledge of IT production backup and resilience set
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