Application Production Support Team Lead

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

The Application Production Support Team Lead is responsible and accountable for daily support and health of the IT production environment.

Such tasks include change, request, incident, and problem management for the department. The Team Lead is to provide solutions to technical issues in a short time frame.

Act as a technical point of contact for all application related issues. Troubleshoot the issues by meticulous analysis of database objects and respective servers, look for consistent improvements and communicate the impact and resolution to the requestor.

The Team Lead shall serve on a team which acts as the first point-of-contact (Level 1 and 2) : the role will be to receive, to record, and to understand issues, to fix known issues, suggest improvements, route unknown issues to Level 3 support staff, and to then communicate the resolution to the requestor.

The Team Lead should work further on automating SQL and Linux scripting to display continuous improvement and work towards stabilizing the applications health.

Assist the user community to resolve technical issues. Coverage during weekend and off-hours are on an "as needed" basis.

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.
• Manage escalations related to Production across applications and drive stakeholder 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.
• Log work and effort in support tracking application and work with the team and management to reduce recurring issues.
• Available for after-business hours support activities / weekend support when necessary.
• Coordinate and manage support activities with L1 teams in different locations supporting the same application.

Change and Request Management :

• Responsible and accountable for changes to the production environment for AMER applications.
• 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 :

• Participate in project elaboration phases to ensure the application production team is aware of upcoming changes and has the required skills to support them post-launch.
• 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
• Use business and application knowledge to investigate issues raised and assist in the production of Incident reports, which form part of the shift handover
• 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
• Participate to the support of the application and undertake the appropriate actions both functional and technical
• 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

Candidates must have a minimum of 5 years in a similar role. Candidate must be experienced in providing multi-disciplined technical support as part of a team and have practical knowledge of performance and capacity management from an application as well as a strong aptitude for analytical and investigation.

• 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
• Prior business analysis experience in an application support environment
• Good general understanding of global infrastructure, firewalls and networking and considerations in these areas
• Analytical skills Ability to analyze data surroundings incidents to a fine level, investigate dependencies and evaluate possible areas for improvement, and actions with a view to automate resolution.
• Expertise in Ab Initio as an ETL Tool is a plus
• Using, configuring and tuning industry leading ETL software tools in data intensive, large scale environment
• Experience working on Oracle database
• Hands-on support experience with Ab Initio using GDE, Co>

Operating System and EME

Experience in any of the following is desired : Query>

It, Conduct>

It, Express>

It Continuous flows, Metadata Hub

• Hands-on experience working in Unix / Linux environment, with proficiency in UNIX shell scripting (Korn / bash shell preferred)
• Knowledge of Blueprism application is a huge plus
• Knowledge of VM is a must
• DevOps Knowledge of release or automation tools such as Jenkins, Ansible is a plus
• Monitoring Experience in monitoring tools (such as Dynatrace) is a plus
• Hands-on experience with scheduling tools, preferably , Ab Initio Control Center
• Databases exposure to or skills in SQL Server and noSQL DBs
• Good written and spoken English is a must
• Overall General IT knowledge is a must
• General Banking Knowledge
• Measure and identify areas for improving Quality and overall Delivery
• Able to communicate efficiently
• Good Team Player
• Given the vast majority of our clients, both internal and external, are based outside of Quebec and Canada, specific language requirements may apply.

Knowledge of the English is required.

What's in it for you

In addition to competitive compensation, we offer flexible benefits including a family and spouse insurance program, a defined contribution pension plan and paid days for volunteering.

Hybrid work arrangements, such as remote working up to 50% and flexible working hours are available for most positions. BNP Paribas provides excellent training and personal development programs, as well as opportunities for career development within the company and internationally.

To find out more about our range of benefits, click here

What you need to know

• We will review candidates as they apply, so don't wait to submit your application;
• BNP Paribas is committed to accessibility and inclusion. If you need any accommodation during the recruitment process, you can contact accessibility at us.bnpparibas (dot) com
• You must be legally eligible to work in the Greater Montreal area and, if applicable, hold a valid work or study permit.
• Physical presence in BNP Paribas' office(s) is an essential function of this position;

Diversity, Equity and Inclusion (DE&I) at the heart of our commitments

At BNP Paribas all employees are on an equal footing allowing us to create a work environment that values and respects people for their talents, skills and competences.

BNP Paribas recruits, employs, trains, compensates and promotes regardless of race, religion, colour, national origin, sex, disability, age, and other protected status (Employment Equity Act and Canadian Human Right Act).

To learn more about our DE&I commitments, click here

About us

BNP Paribas is the top bank in the European Union and a major international banking establishment. Present in 63 countries, with more than 180,000 employees, the bank holds key positions in several areas of banking and financial services.

BNP Paribas' mission is to contribute to a responsible and sustainable economy by financing and advising its clients according to the highest ethical standards, while striving to respond to essential concerns in terms of the environment, regional development and social inclusion.

Since 1961, BNP Paribas has supported large Canadian companies and institutions in their business development by offering a full range of specialized financial services and investment products.

With over 1,400 employees, BNP Paribas in 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.

Our certifications and partnerships

• Montreal's Top Employers 2024
• Canada's Best Diversity Employers 2024
• Women in Governance Parity certified -Platinum certification
• Pride at Work Canada
• Rainbow Accreditation issued by Canada's LGBT+ Chamber of Commerce (CGLCC)
• Part of Les Affaires top 300 companies in Quebec
• Synclusiv
• Ready, Willing and Able
• Autisme sans Limites
• LinkedIn Top Companies 2024

Do you want to discover other BNP Paribas offers in Canada?

Click here : BNP Paribas in Canada Our job offers