Application Production Support

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

Job summary

Infotel UK Consulting is seeking a DevOps professional in Mumbai to manage incidents, requests, and SLA compliance. The ideal candidate has a Bachelor’s degree and experience with DevOps tools like Kubernetes and Gitlab, alongside strong ITSM knowledge using tools like ServiceNow.

Responsibilities include coordinating with Paris teams, contributing to process improvements, and ensuring high-quality service delivery. Excellent communication skills and a collaborative spirit are essential for this role.

Qualifications

• Proven knowledge in DevOps practices and tools such as Kubernetes.
• Experience with ticketing systems and problem management.
• Ability to understand and contribute to IT service management.

Responsibilities

• Coordinate incidents and requests, ensuring SLA targets are met.
• Handover tasks to Paris teams when needed.
• Contribute to knowledge transfer within the team.

Skills

DevOps tools (Gitlab, Kubernetes, Openshift)

Service Now

Database technologies (Oracle, SQL Server, MongoDB)

Scripting (Python, Bash, PowerShell)

Docker

Cloud platforms (IBM Cloud)

ITIL, ServiceNow, JIRA

Quality Improvement

Education

Bachelor Degree or equivalent

Tools

Monitoring tools (Dynatrace, Kibana)

Linux/Windows/SQL

Job description

Scope Responsibilities

• For a predefined applications scope take care of:
• 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.)

Direct Responsibilities

• 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 tool including Gitlab, Kubernetes, Openshift
• Experience with Service Now ticketing system
• Knowledge on any monitoring tools (e.g., Dynatrace, SysDig, Kibana)
• Familiarity with database technology is required: Oracle, SQL Server or MongoDB. Capability to execute basic scripts and queries
• Expertise in scripting on one of these (e.g., Python, Bash, PowerShell)
• Familiarity with containerization technologies (e.g., Docker)
• Experience with any cloud platforms (preferably IBM Cloud)
• Understanding of ITIL or similar ITSM frameworks & tools(e.g, ServiceNow, JIRA service management)
• Ability to grasp functional knowledge of application
• Knowledge of IT production backup and resilience setup (High Availability setup, Disaster Recovery Plan, etc.)
• 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