Application Production Support

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