IT Operations Support Manager - Sydney, Australia - BNP Paribas
Description
This integral role is part of the BNP Paribas (BNPP) IT - Application Production Support - Operations Function, responsible for:- Incident & Crisis Management and Reporting / Operations Reporting / Problem Management / 3rd level support for general IT requests
Responsibilities
- Ensure all production support staff are adhering to the principles of problem management best practice
- Review daily "hot topics" affecting Service Delivery and IT performance, e.g. KPI breaches, P1 incidents
- Management of open problem register. Addition of new problems, closure of problems that have been resolved
- 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
- Coordination of incident reviews with platform leads and OPC team, including agreement with platforms on incident preventative measures
- Coordination with preventative measure owners to ensure closure within expected timeframes
- Reporting of problems and outstanding actions to global and local management
- Analyse and make recommendations to management for issues affecting delivery of IT services to BNPP business
- 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
- 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
Audit Preparation
- Assist with preparation of material for Internal and External Auditors
- Responding to queries on ongoing audits
Represent local APS teams within the larger central APS management
- Degree qualification in IT
- Significant prior experience in a similar role within financial services (ideally custodia and/or funds management administration
- Strong appreciation of production responsibilities within an international financial institution
- A strong understanding of Service Level Agreements and the subsequent monitoring of performance against the benchmarks
- Understanding of ITIL V3 or V4 principles / SQL, VBA, or Excel development experience
- Microsoft products, specifically SCOM & Biztalk
- Good understanding of risk control
- Any experience in Hiport, PControl, or Client Reporting Applications is desirable
PRIMARY LOCATION
AU-NSW-Sydney
JOB TYPE
Standard / Permanent
JOB
INFORMATION TECHNOLOGY
EDUCATION LEVEL
Bachelor Degree or equivalent (>= 3 years)
EXPERIENCE LEVEL
At least 5 years
REFERENCE
C D000479
APPLY
***- (
REF:
C D000479)
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