Application Production Support

Infotel UK; Chennai District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Infotel UK in Chennai seeks an ITSM specialist to manage incidents, requests, and changes within defined scope. You will coordinate with Paris OPS teams and BNP Paribas IT units to meet SLAs and improve processes.

You will define procedures, contribute to knowledge transfer, and drive KPI reporting while overseeing ITSM activities across modules such as incident, problem, change, and release management. Proficiency in ServiceNow and Docker/Kubernetes is valued.

Qualifications

• Bachelor degree or equivalent in a related field.
• Experience with ITSM processes, ServiceNow, and incident management.
• Knowledge of ITIL or similar frameworks and cross-functional collaboration.

Responsibilities

• Directly handle incidents, requests, and changes within predefined application scope.
• Ensure SLA targets are met and handover to Paris teams when needed.
• Coordinate with Paris OPS and BNP Paribas IT teams for incident coordination and other activities.
• Contribute to procedures, knowledge transfer, and KPI reporting.
• Develop and manage ITSM processes; oversee incident, problem, change, release and project management.
• Monitor alignment of IT services with business needs and SLAs; review ITSM processes for improvements.
• Manage IT service catalog documentation.

Skills

ITSM Expertise

Incident coordination

Change/Release mgmt

Monitoring tools

SQL & MongoDB

DevOps tools

Scripting (Python/Bash)

Containerization (Docker/Kubernetes)

Cloud (IBM Cloud)

ITIL familiarity

English communication

Teamwork

Education

Bachelor Degree or equivalent

Tools

ServiceNow

Autosys

GitLab

Jenkins

Dynatrace

Sysdig

Kibana

Docker

Kubernetes

Oracle

SQLServer

MongoDB

Job description

Responsibilities

Direct Responsibilities

• For a predefined applications scope take care of:
• Incidents
• Requests
• 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 RedHat Linuxadministration, Windows, AIX, WAS, CFT and MQ Series
• Experience with Service Now ticketing system
• Familiarity with Autosys
• Knowledge on any monitoring tools (e.g., Dynatrace, SysDig,Kibana)
• Familiarity with database technology isrequired: Oracle,SQLServerand MongoDB. Capability to execute basic scripts and queries
• Familiarity with DevOps tools includingGitlab,Ansible, Jenkins.
• Expertisein scriptingon one of these(e.g., Python, Bash, PowerShell).
• Familiarity withcontainerization technologies (e.g., Docker, Kubernetes).
• Experience with any cloudplatforms(preferably IBM Cloud).
• Understanding of ITIL or similar ITSM frameworks &tools(e.g,ServiceNow, JIRA service management)
• Knowledge of IT production backup and resilience setup (High Availability setup, Disaster Recovery Plan, etc.)
• Ability to grasp functional knowledge of application
• Good written and spoken English
• Measure andidentifyareas for improving Quality and overall Delivery
• Able to communicate efficiently
• Good Team Player

Specific Qualifications:

Skills Referential (Required knowledge, skills and abilities)

Technical Skills:

• Linux/Windows
• SQL/MongoDB
• Cloud
• Kubernetes and Gitlab

Behavioral Skills:

• Ability to collaborate / Teamwork
• Communication skills - oral & written
• Creativity & Innovation / Problem solving
• Critical thinking
• Decision Making

Education Level

Bachelor Degree or equivalent

Location

Chennai