Application Production Support

Infotel India; Chennai District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Infotel India is looking for IT professionals in Chennai to take charge of incident and change management while ensuring SLA targets are met. The role requires expertise in Linux, Windows, and cloud technologies and will involve close coordination with teams in Paris.

Successful candidates will have a Bachelor Degree or equivalent and strong communication skills in English. Experience with ITSM processes and tools like ServiceNow is essential.

Qualifications

• Knowledge and experience with RedHat Linux administration.
• Familiarity with DevOps tools including Gitlab and Ansible.
• Good written and spoken English.

Responsibilities

• Ensure SLA targets are met for incidents and requests.
• Coordinate closely with Paris OPS teams.
• Develop and manage ITSM processes based on ITIL.

Skills

Linux administration

Windows administration

SQL

MongoDB

Cloud (preferably IBM Cloud)

Kubernetes

Gitlab

Scripting

Education

Bachelor Degree or equivalent

Tools

ServiceNow

Dynatrace

JIRA service management

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 Linux administration, Windows, AIX, WAS, CFT and MQ Series
• Experience with ServiceNow ticketing system
• Familiarity with Autosys
• Knowledge on any monitoring tools (e.g., Dynatrace, SysDig, Kibana)
• Familiarity with database technology: Oracle, SQL Server and MongoDB; ability to execute basic scripts and queries
• Familiarity with DevOps tools including Gitlab, Ansible, Jenkins
• Expertise in scripting on one of these (e.g., Python, Bash, PowerShell)
• Familiarity with containerization technologies (e.g., Docker, Kubernetes)
• Experience with any cloud platforms (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 and identify areas 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