Application Production Support Manager

at  BNP Paribas

Description of the Department:
To provide quality, cost-effective, robust IT services / solutions to allow the Global Markets business in Australia and APAC to achieve its business goals and objectives
Summary of the Role:
Lead the IT Production Support team based in Australia of the BNP Paribas (BNPP) IT - with the team being responsible for the following activities for applications in use by Global Markets in Australia & APAC :-
Production Monitoring
Production Incident Management including investigations & resolution
Problem Management
Management Reporting
Setup & Interfaces with relevant Regulators
Liaises with

Internal:

• BNPP IT Application Support teams
• BNPP business units
• BNPP Sydney Territory IT & IT Helpdesk support
• BNPP Sydney/Singapore/HK IT on incident related follow-up
• BNPP Central Application Production Support

External:

• Regulators
• Partners (e.g. Brokers)
• Exchanges (e.g. ASX)
• Infrastructure providers

Key Responsibilities:

Application Support

• Morning Checks & issue resolution on Prime Finance suite of applications for APAC
• Support to APAC including AU front office on Prime finance suite of applications

Management of Staff

• Responsible for a 4 member team of production support staff based in Australia
• The team overall is responsible for Prime Finance and Electronic Equities suite of applications for Global Markets Front Office and as Team Lead this role is expected to put in place mechanisms & practices to deliver effectively and efficiently production support services
• As Team Lead also expected to play these roles directly as and when needed.
• This role is responsible for objective setting, mentoring, training and career progression of staff in the team
• This role is also responsible for controls, risk assessment & mitigation as per group IT procedures

Incident Management

• Acknowledge, Ticket, Investigate & Resolve issues notified by user community
• Appropriate escalation of incidents to resolver groups, based on procedures for production incidents and for BCP events
• Defining, documenting and improving processes and procedures
• Ensuring appropriate classification of Incidents, adhering to SLA regarding response time and update frequency, appropriate escalation of incidents, adherence to P1 Incident Procedure
• Ensure communications are being properly delivered on time, and with quality
• Review and production of internal and external incident reports

Service Reporting:

• Ensure daily, weekly and monthly service reporting to key stakeholders including BNPP business, BNPP Paris and BNPP UK is produced correctly
• Assist with preparation of material for internal and external auditors

Business Communications:

• Primary liaison between BNPP business and BNPP IT for all territory local application support issues.
• Communication to BNPP business of any disruptions or changes to the application support service offered.
• Communication of scheduled and unscheduled outages to BNPP applications.

Problem Management:

• Review daily “hot topics” affecting Service Delivery and IT performance, e.g. KPI breaches, P1 incidents
• Initial root cause analysis of problems to determine potential fixes
• Raise potential fixes with appropriate work management streams and ensure resources are allocated, testing performed and fixes deployed
• Co-ordination of incident reviews with platform leads and OPC team, including agreement with platforms on incident preventative measures
• Co-ordination with preventative measure owners to ensure closure within expected timeframes
• Reporting of problems and outstanding actions to global and local management
• Analyze and make recommendations to management for issues affecting delivery of IT services to BNPP business

Audit Preparation:

• Assist with preparation of material for Internal and External Auditors
• Responding to queries on ongoing audits

General

• Represent local APS teams within the larger central APS management

Qualifications & Experience required for the role:

Required:

• Strong appreciation of production responsibilities within an international financial institution
• Very strong communication skills
• Strong analytical skills
• Managerial & Leadership skills
• Ability to multitask
• Team Player
• Proactive
• Ability to work under pressure
• Ability to manage own workload
• Attention to Detail
• Excellent phone manner
• Ability to relate to clients (internal and External)
• Understanding of Service Level Agreements
• Good Time Management Skills
• Flexible attitude
• Ability to think “outside of the box”
• Degree qualification in IT

Technical Skills required for the role:

• SQL, VBA, or Excel development experience

Core Competencies required for the role:

• Attention to detail - Ensures accuracy and implements processes to ensure quality of output. Ensures high personal standards in all areas of work.
• Communication - Oral: Expressing ideas effectively in individual and group situations. Adjusting communication style to match the needs of the audience. Written: Expressing ideas clearly in all written documents. Using professional, appropriate language at all times, and adhering to the use of the BNPP Email Protocols.
• Quantitative analysis - Understands and evaluates numerical data, tables, charts or graphs. Performs calculations, makes comparisons and combines quantitative information.
• Technical/professional knowledge - Demonstrates a satisfactory level of technical and professional skills/knowledge in job related areas. Keeps abreast of current developments and trends in area of expertise
• Technical/professional proficiency - Demonstrates a satisfactory level of performance in specific technical / professional areas
• Accountability - Committed to achieving the organisation’s objectives. Demonstrates perseverance and is accountable for own actions.
• Client Focus - Complete commitment to provide professional, intelligent and timely responses to our clients’ needs and to changes in the market
• Collaborative approach - Supports and shows respect for others. Puts people first, and works effectively with individuals, teams and clients.
• Commitment - Committed to our customers, shareholders and employees. Demonstrates enthusiasm towards the organization and motivation to add value and be part of the organization.
• Resilience - Continues to work effectively and pursue goals when faced with obstacles, periods of change and uncertainty, or resistance from others. Maintains effectiveness in uncertain or ambiguous situations.
• Responsiveness - Adapts when facing new or unforeseen situations. Delivers on time the required service.
• Risk awareness - Adheres to the organisation’s processes and procedures. Demonstrates a good understanding of compliance issues and implements work practices that minimise operational and reputational risk
• Team Orientation - Works with the team and the broader organisation towards shared goals and treats all colleagues and clients as partners

About BNP PARIBAS
As the leading European Union bank, and one of the world’s largest financial institutions with an uninterrupted presence in the region since 1860, BNP Paribas offers a wide range of financial services for corporate, institutional and private investors spanning corporate and institutional banking, wealth management, asset management and insurance.

We passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued and encourage applicants of all backgrounds, including diversity of origin, age, gender, sexual orientation, gender identity, religion applicants who may be living with a disability. We have a number of internal employee networks in place to empower our staff to act and challenge the status quo.

• BNP Paribas PRIDE is highly active in favour of the LGBTQIA+ community
• BNP Paribas MixCity which fosters better representation of women at all levels of the organization
• Ability, the mutual aid network for employees with a disability or a disabling or chronic illness
• BNP Paribas CulturAll which celebrates diverse backgrounds

BNP is committed to financing a carbon-neutral economy by 2050. The Group is a founding member of the Net-Zero Banking Alliance and has set up its own Low Carbon Transition Group to support its clients through their energy transitions.
[1] https://careers.apac.bnpparibas/
(Opens in a new tab)
More information
[2] BNP Paribas - Diversity & Inclusion Journey
[3] BNP Paribas - The Bank Of Green Changes
Award Obtained
BNPP has won Top employer Europe award in a 10th consecutive yea

Core Competencies required for the role:

• Attention to detail - Ensures accuracy and implements processes to ensure quality of output. Ensures high personal standards in all areas of work.
• Communication - Oral: Expressing ideas effectively in individual and group situations. Adjusting communication style to match the needs of the audience. Written: Expressing ideas clearly in all written documents. Using professional, appropriate language at all times, and adhering to the use of the BNPP Email Protocols.
• Quantitative analysis - Understands and evaluates numerical data, tables, charts or graphs. Performs calculations, makes comparisons and combines quantitative information.
• Technical/professional knowledge - Demonstrates a satisfactory level of technical and professional skills/knowledge in job related areas. Keeps abreast of current developments and trends in area of expertise
• Technical/professional proficiency - Demonstrates a satisfactory level of performance in specific technical / professional areas
• Accountability - Committed to achieving the organisation’s objectives. Demonstrates perseverance and is accountable for own actions.
• Client Focus - Complete commitment to provide professional, intelligent and timely responses to our clients’ needs and to changes in the market
• Collaborative approach - Supports and shows respect for others. Puts people first, and works effectively with individuals, teams and clients.
• Commitment - Committed to our customers, shareholders and employees. Demonstrates enthusiasm towards the organization and motivation to add value and be part of the organization.
• Resilience - Continues to work effectively and pursue goals when faced with obstacles, periods of change and uncertainty, or resistance from others. Maintains effectiveness in uncertain or ambiguous situations.
• Responsiveness - Adapts when facing new or unforeseen situations. Delivers on time the required service.
• Risk awareness - Adheres to the organisation’s processes and procedures. Demonstrates a good understanding of compliance issues and implements work practices that minimise operational and reputational risk
• Team Orientation - Works with the team and the broader organisation towards shared goals and treats all colleagues and clients as partner