This job board retrieves part of its jobs from: Fort Saskatchewan Jobs | Mississauga Jobs | Work From Home

Canadian Jobs Board for Customer Service!

To post a job, login or create an account |  Post a Job

   Customer service jobs   

Looking to progress on your career as customer representative? Here we are!

Slide 1
Slide 2
Slide 3
previous arrow
next arrow

New

Production Senior Support Analyst

BNP Paribas

This is a Contract position in Vancouver, ia posted September 26, 2021.

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 Academy A brand new workspace, flexible, comfortable and easily adaptable to your needs: remote work opportunities, standing desks, innovation lab., open meeting rooms and spaces About the Department The Global Markets Application Production Support (GM APS) group provides technical and functional support directly to the Front, Middle and Back Office in the Americas region and delivers solutions providing discreet functionality to the users.

The supported systems are used globally with major server hubs in London, NY, Tokyo and Singapore.

APS Teams are also involved in Continuous Improvement, managing projects, key performance indicators and documentations.

APS Teams are also in-charge of standardizing monitoring & deployment processes.

They contribute to and lead regulation, industrialisation and automation projects.

The support team is in constant communication with developers, business analysts, infrastructure teams and operations users.

The team works closely with its global counterparts, providing follow-the-sun support as part of 24×7 model including weekend on-call support where required.

SUMMARY OF THE ROLE The role will mainly focus on the functional & technical support of set of 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 with 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 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 RESPONSIBILITIES Request, 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 support.

Coordinate with Level3, Infra or ADM teams related to production issues 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 and communicate with upstream / downstream applications support teams.

Application and Batch Monitoring: 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.

Knowledge Management and Documentation: Owns teams’ knowledge base on Wiki/appropriate tools as appropriate.

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.

Maintenance and Enhancements: Participate in release cycles for functional validation on stag/pre-prod/prod 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 QUALIFICATIONS Technical Skills: 8 years experience of Production Support preferably in banking domain Excellent knowledge of databases like Oracle and SQL Working knowledge or familiarity with tools like Geneos, ServiceNow, Confluence, Autosys 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, MQ, HTTP Good experience on systems like Windows, UNIX and Linux Functional Skills: Knowledge of financial products like Interest rates, Bonds, FX, Treasury is an asset Working knowledge of processes like change, incident, request and problem management Knowledge of financial regulatory reporting is an asset 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 English/French communication Qualification: Bachelor in Computer Sciences 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 holidays, weekends support and Infra prod changes About BNP Paribas With 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 2019 About BNP Paribas in Canada With 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_recrutementca.bnpparibas.com or by phone on 514-285-6000 Want to know more about the BNP Paribas Group?

https://group.bnpparibas/en/group Only selected applications that meet the requirements of the role will be contacted