IT Operations Support Manager - Sydney, Australia - BNP Paribas

BNP Paribas

Verified Company

Sydney, Australia

2 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

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

Incident Management

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

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

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)