Application Production Support

Infotel UK; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Infotel UK is looking for a professional in Mumbai to manage ITSM processes and ensure SLA compliance. Responsibilities include coordinating with Paris teams and overseeing various IT service management tasks.

The ideal candidate has knowledge of DevOps tools, ServiceNow, and ITIL frameworks, along with strong communication skills. A Bachelor Degree or equivalent is required.

Qualifications

• Knowledge and experience with DevOps tools including Gitlab, Kubernetes, and Openshift.
• Experience with ServiceNow ticketing system.
• Knowledge of monitoring tools and DB technologies like Oracle or SQL Server.
• Expertise in scripting languages.
• Familiarity with containerization technologies and cloud platforms.

Responsibilities

• Ensure SLA targets are met for incidents and requests.
• Coordinate with Paris teams for knowledge transfer.
• Contribute to process definitions and team integration.
• Develop and manage ITSM processes based on ITIL.
• Oversee change and project management processes.

Skills

DevOps tools

ServiceNow

Monitoring tools

Scripting (Python, Bash, PowerShell)

Containerization (Docker)

Cloud platforms

ITIL

Database technology

Education

Bachelor Degree or equivalent

Tools

Gitlab

Kubernetes

Dynatrace

Kibana

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 DevOps tools including Gitlab, Kubernetes, Openshift.
• Experience with ServiceNow ticketing system.
• Knowledge of monitoring tools (e.g., Dynatrace, SysDig, Kibana).
• Familiarity with database technology (Oracle, SQL Server or MongoDB) and ability to execute basic scripts and queries.
• Expertise in scripting (Python, Bash, PowerShell).
• Familiarity with containerization technologies (Docker).
• Experience with cloud platforms (preferably IBM Cloud).
• Understanding of ITIL or similar ITSM frameworks & tools (ServiceNow, JIRA Service Management).
• Ability to grasp functional knowledge of application.
• Knowledge of IT production backup and resilience setup (High Availability, Disaster Recovery Plan).
• Good written and spoken English.
• Measure and identify areas for improving quality and overall delivery.
• Able to communicate efficiently.
• Good team player.

Specific Qualifications

APS with DevOps knowledge.

Skills Referential (Required knowledge, skills and abilities)

Technical Skills

• Linux/Windows/SQL
• Cloud
• Kubernetes and Gitlab
• Dynatrace, Kibana

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

Preferably Mumbai