Application Production Support

Infotel UK Consulting; Chennai District; On-site; INR 600,000 - 800,000; Full time

Job summary

Infotel UK Consulting is looking for a candidate in Chennai to manage ITSM processes within predefined applications. This role requires strong technical competencies in Linux, Windows, and SQL technologies, as well as effective communication skills for coordination across teams.

Qualifications include a Bachelor's degree or equivalent and proficiency in ITIL frameworks. The position emphasizes teamwork, creativity, and continuous improvement in service delivery.

Qualifications

• Bachelor’s degree or equivalent in IT or related field.
• Knowledge and experience with various ITSM processes and frameworks.
• Good written and spoken English skills.

Responsibilities

• Manage requests, incidents, and ensure SLA targets.
• Coordinate with Paris OPS and IT teams.
• Develop and manage ITSM processes based on ITIL.

Skills

RedHat Linux administration

Windows

AIX

WAS

CFT

MQ Series

ServiceNow

Autosys

Dynatrace

SysDig

Kibana

Oracle

SQL Server

MongoDB

Python

Bash

PowerShell

Docker

Kubernetes

IBM Cloud

Education

Bachelor’s Degree or equivalent

Tools

ITIL

ServiceNow

JIRA Service Management

Job description

Responsibilities

For a predefined applications scope, the role manages the following activities:

• Requests
• Incidents
• Changes
• Ensuring that SLA targets are met for the above activities
• Handover to Paris teams if knowledge and skills are not available in ISPL
• Coordinating 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 of monitoring tools such as Dynatrace, SysDig, Kibana
• Familiarity with database technologies: Oracle, SQL Server, and MongoDB; ability to execute basic scripts and queries
• Familiarity with DevOps tools including Gitlab, Ansible, Jenkins
• Expertise in scripting languages such as Python, Bash, or PowerShell
• Familiarity with containerization technologies such as Docker and Kubernetes
• Experience with cloud platforms, preferably IBM Cloud
• Understanding of ITIL or similar ITSM frameworks and tools (e.g., ServiceNow, JIRA Service Management)
• Knowledge of IT production backup and resilience setup (High Availability, Disaster Recovery Plan, etc.)
• Ability to grasp functional knowledge of application
• Good written and spoken English
• Measuring and identifying areas for improving quality and overall delivery
• Effective communication skills
• Team player qualities

Specific Qualifications

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

Behavioral Skills

• Ability to collaborate and work in a team
• Strong oral and written communication skills
• Creativity and innovation/problem solving
• Critical thinking
• Decision making

Education Level

Bachelor’s Degree or equivalent

Location

Chennai