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Application Production Support

4 months ago

Montréal, Canada BNP Paribas Full time

APPLICATION PRODUCTION SUPPORT - TEAM LEAD (JOB NUMBER: IT-051324-001-ARC)

In a changing world, unprecedented challenges require unmatched talent. Join one of Montreal's Top Employers in 2024. We are a dynamic and growing organization having its main establishment located in downtown Montreal and part of a leading international banking institution fully committed to building a more sustainable future. Note that the position may be in the Canadian Branch of BNP Paribas or in one of its subsidiaries based in Montreal.

**The position at a glance**

Ø Spending about 70% of the time in the operational work and 30% in HR related topics (incl. Management)

Ø Being in charge of the operations/production planning and are also involved in deliveries. Since the role will directly oversee the operations, the Application Support Analyst - Team Lead will give objectives and performance review in link with their manager.

Ø Responsible for functional and organizational responsibility for the work undertaken and completed by the team.

Ø Re-convey important communications in order to ensure good understanding (objectives, company goals, etc.)

Ø Provide guidance, instruction, direction to their team and help team create and maintain shared team values.

REPORT TO
- CIB2S APS DTS Americas Manager

**MAIN RESPONSIBILITIES**

**Team Management**:

- Manage a team of IT Application production Support Analysts to ensure quality remains at the heart of the provided services.
- Ensure that production issues, audit findings, situation review findings, IT security findings and user’s needs for assistance are addressed in a safe and timely fashion and with all relevant communications.

**Client Management**:

- Drive internal and business user related service review meetings covering performance, service improvements, quality, and processes.
- Lead ongoing transformation and continuous process improvement initiatives to improve quality, mitigate operational risk and optimize expenses.
- Oversee and evaluate customer feedback to develop a quality improvement process.
- Engage key stakeholders, including IT and business, to discuss exceptions and issues, while providing consistent and regular communications.
- Identify KPI and reporting needs across the area and streamline KPI. Generate scorecards/dashboards for management and business reporting.

**Level 1 and 2 Support**:

- Active monitoring of production activities.
- Perform remediation steps when required.
- Interface with external IT communities to resolve incidents.
- Work with the development community for Level 3 incident escalation.
- Available for after-business hours support activities/weekend support when necessary.

**Change and Request Management**:

- Work with development community for release prioritization.
- Ensure that requests for change adhere to Group and Department Policies.
- Available for after-hours and/or weekend change activities, when necessary.

**Reporting & Special Projects**:

- Regular reporting to line manager for prioritization and escalation.
- Conduct and participate in meetings with related communities.
- Perform control result analysis and reporting and take corrective actions as needed.
- As required, take up project management responsibilities for special projects.

DTS IT Digital: Datahub / RPA / Fezziwig

**Scope**:

- Monitoring and supporting the day-to-day activities
- Adherence to documented procedural standards
- Fully responsible for key activities within the agreed SLA and ITIL process.
- Escalate issues that cannot be resolved, in a timely manner
- Have a strong Customer Focus in order to provide a professional support service to clients
- Flexible approach to working hours to meet the demands of the team. Willing to work in different day
- To assist with the streamlining of the support area i.e., suggesting where procedures can be improved without the introduction of risk
- Maintain Knowledge base and share experience with support team members
- Resolve user queries/requests
- Ensure issues are identified, tracked, reported on and resolved in a timely manner
- Perform level 1 and 2 support and complex analysis of reported issues, and evaluate alternative business solutions and workarounds to minimize the impacts
- Understand the database concepts and provide extractions to users whenever required
- Closely follow up all alerts and monitoring dashboards
- Ensure excellent communication, reporting and escalation as and when needed

**IT Governance**
- Responsible and accountable to strictly and consistently adhere to BP2S IT Governance policies and procedures - Incident management
**The strengths and skills that will help you succeed**
- Knowledge of ITIL and Incident Management.
- Bachelor’s degree required; IT/Computer Science Engineering
- Minimum 5-7 years financial industry experience
- 2+ years’ leadership experience
- Good general understanding of global infrastructure, firewalls and networking and consideration