Application Production Support

Company Description
A
Inetum
é uma empresa líder global em serviços de TI, dedicada a fornecer soluções inovadoras aos nossos clientes. Estamos comprometidos em promover um ambiente de trabalho dinâmico, inclusivo e que preza pela diversidade, onde a criatividade e a colaboração prosperem. Estamos presentes em 19 países e somos mais de colaboradores no mundo.

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Inetum

Job Description
Ideal candidate will have a strong understand of core banking operations, trouble shooting skills, and experience with L1/L2 support in a banking environment with expertise on Linux, PL-SQL, Dynatrace, K8, Docker and Ansible.

Candidate will play a major role in handling Incidents, BAU service requests and Infra Maintenance activities and work in team in shift basis (24/7 production support).

Will be working in 24/7 production support (i.e Shifts/Weekend/Public holiday)

Will be working in on-call support outside regular business hours (Weekday / Weekend).

Main Tasks

• Oversee and manage the Close of Business (COB) process in the Transact production environment, addressing any issues or errors that arise, and ensuring the system operates in accordance with the Service Level Agreement (SLA)
• L1 – Monitor, Respond to and resolve user queries and minor technical issue, perform first-line diagnosis, Maintain knowledge base and document common issue and resolutions, adherence to SLA
• L2 – Analyze, troubleshoot and resolve application issues, collaborate with L3 teams/ interface teams, Perform root cause analysis, Manage patched, upgrades, Support batch processing, reconciliations and end-of-the day operations, work closely with infrastructure, databases and security teams to maintain system integrity, Ensure compliance with BNP IT governance, audit
• Facilitate the resolution of logged tickets by conducting a thorough analysis of each ticket and keeping stakeholders informed through appropriate communication channels at every stage of the resolution process, ultimately delivering a satisfactory solution.
• Respond to inquiries and requests for clarification from Operations and Users

Qualifications

• Preferably someone with experience in level 1/2 banking support.
• Proficiency in banking streams - Retail Banking (Arrangement Architecture Accounts, Deposits & Loans), Treasury Operations, Wealth Securities & Corporate Actions processing, Payments (TPH), Financial Accounting
• Strong knowledge of RTB (Run the Bank) operations, production support, and incident management
• Proficiency in SQL, Unix/ shell scripting, and log analysis
• Familiarity with banking interfaces, APIs, and middleware

Soft Skills

• Strong critical thinker with problem solving approach.
• Excellent verbal and written communication skills
• Willingness to continually update and enhance skills
• High level of persistence, can-do attitude & pro-activeness

Technical & Behavioral

• Must have excellent oral and written communication skills.
• Good understanding of baking applications
• Knowledge of operating systems and monitoring tools is necessary.
• Experience with automation and simplification of tasks
• Experience in Ticketing Systems like Service Now, JIRA
• Familiarity with CI/CD, version control tools, and databases is required.
• Additionally, experience with Kubernetes is necessary for managing containerized applications effectively.
• General knowledge/experience on Banking or knowledge related to Wealth Management / Private banking.

Competencies Specific Qualifications

• Familiarity in using tools such as Jira, ServiceNow, Autosys
• Experience with Core Banking application and other related applications
• Understanding of banking operations, transactions flows, and payment interfaces (SWIF, SEPA, RTGS)
• Experience with ITIL framework
• Exposure to DevOps tools for automation and monitoring

Availability
Additional Information

• on-call for weekday/weekend
• Lisbon Business hours
• COB support (Paris overnight/Chennai early hours)