What is this position about?

The role of the Team Lead Application Production Support sits within the Service Delivery Team which is part of the overall IT & Change division of BNP Paribas Securities Services (BP2S).

• Team Management: Supervising and guiding a team of IT support technicians, providing guidance, training, and mentorship to help them develop their skills and expertise.
• Incident Management: Overseeing the resolution of IT incidents, including troubleshooting, root cause analysis, and implementing fixes or workarounds to prevent future occurrences.
• Problem Management: Identifying and addressing the root causes of recurring IT issues, working with other teams to implement long-term solutions and prevent future problems.
• Communication: Serving as a liaison between the IT support team, other departments, and stakeholders, ensuring that IT-related issues are clearly communicated and that expectations are managed.
• Process Improvement: Continuously evaluating and refining IT support processes, procedures, and workflows to optimize efficiency, effectiveness, and customer satisfaction.
• Budgeting and Resource Allocation: Managing the IT support team’s budget, resources, and vendors, ensuring that the team has the necessary tools, equipment, and expertise to perform their duties.

• Reporting and Metrics: Developing and tracking key performance indicators (KPIs) to measure the team’s performance, including metrics such as first-call resolution rates, mean time to resolve (MTTR), and customer satisfaction.

  What is required for you to succeed?

  The sum of every kind of knowledge, skill and experience that is required for fully competent job performance. The minimum requirements for the job. Types of information can include:

• Bachelor of Technology in IT.

• IT Service management tools - ServiceNow, Confluence and JIRA
• ITIL Processes, Agile and Kanban Licenses/Certification required or in progress to perform the job.
• 7+ Years of Experience in Technical Application Support Role
• Efficient on ITSM, Understanding of Organization Procedures
• Working with Support Analysts and providing guidance in their tasks to ensure team adhere to the processes and meet SLAs & KPIs.

• Experience with monitoring servers, using tools like Dynatrace, SCOM.

  Desired knowledge, skill, experience

  Please consider whether any of the above points would be desired rather than mandatory.

• Experience with Performance & Capacity Uplift

• Vulnerability Remediation
• Problem-solving & Critical thinking
• Results focused: understands the strategic objectives of the business overall and of the client facing teams. Works with or delegates to ensure their achievement with a quality focus.
• Time management: prioritizes the tasks to ensure all project deliverables are completed in a timely manner. Able to manage workflow effectively to achieve individual team goals.
• Team delivery: contribute and participate in the team proactively. Delivers against strategy. Assist IMS and CSM teams to meet deliverables where necessary.
• Technical knowledge: being able to pick up new tasks, processes, and knowledge quickly when completing analysis.
• Maturity and judgment learns from experience, assess issues using relevant information and applies intuition where necessary.
• Communication: Expresses ideas effectively and clearly in both verbal and written, in a professional and appropriate way. Seek clarification when not clear. For example, while during training, explain the procedures and processes clearly to clients.
• Attention to detail: When testing or rolling out a new process or system - able to identify bugs, flaws, or showstopper issues. Ensure correctness and quality of work.
• Accountable: take personal responsibility for all the projects assigned, deliver quality service against personal and teamwork, also seeking way of improvement.
• Initiative: Tries to find new ways to improve current work, bring fresh ideas to problems and always open to suggestions

• Team Management: Supervising and guiding a team of IT support technicians, providing guidance, training, and mentorship to help them develop their skills and expertise.
• Incident Management: Overseeing the resolution of IT incidents, including troubleshooting, root cause analysis, and implementing fixes or workarounds to prevent future occurrences.
• Problem Management: Identifying and addressing the root causes of recurring IT issues, working with other teams to implement long-term solutions and prevent future problems.
• Communication: Serving as a liaison between the IT support team, other departments, and stakeholders, ensuring that IT-related issues are clearly communicated and that expectations are managed.
• Process Improvement: Continuously evaluating and refining IT support processes, procedures, and workflows to optimize efficiency, effectiveness, and customer satisfaction.
• Budgeting and Resource Allocation: Managing the IT support team’s budget, resources, and vendors, ensuring that the team has the necessary tools, equipment, and expertise to perform their duties.
• Reporting and Metrics: Developing and tracking key performance indicators (KPIs) to measure the team’s performance, including metrics such as first-call resolution rates, mean time to resolve (MTTR), and customer satisfaction