Support Analyst | Messaging

SUPPORT ANALYST - MESSAGING (JOB NUMBER: BNP023328)

About BNP Paribas Group:



BNP Paribas is a top-ranking bank in Europe with an international profile. It operates in 71 countries and has almost 1++ 000 employees. The Group ranks highly in its three core areas of activity: Domestic Markets and International Financial Services (whose retail banking networks and financial services are grouped together under Retail Banking & Services) and Corporate & Institutional Banking, centred on corporate and institutional clients. The Group helps all of its clients (retail, associations, businesses, SMEs, large corporates and institutional) to implement their projects by providing them with services in financing, investment, savings and protection. In its Corporate & Institutional Banking and International Financial Services activities, BNP Paribas enjoys leading positions in Europe, a strong presence in the Americas and has a solid and fast-growing network in the Asia/Pacific region.



About BNP Paribas India Solutions:



Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas SA, a leading bank in Europe with an international reach. With delivery centers located in Bengaluru, Chennai and Mumbai, we are a 24x7 global delivery center. India Solutions services three business lines: Corporate and Institutional Banking, Investment Solutions and Retail Banking for BNP Paribas across the Group. Driving innovation and growth, we are harnessing the potential of over 6000 employees, to provide support and develop best-in-class solutions.



About Businessline/Function :



Digital working team takes care of two main technologies.

COLLABORATIVE Infra – Exchange, Skype, MobileIron and other messaging related tools.
2 .Desktop Engineering – AD, AV and MECM Infra management including patch and package deployment for endpoints.


Job Title:


Support Analyst


Date:



Department:


Digital Working - India


Location:


India/Mumbai



Business Line / Function:


India IT Infrastructure & Production


Reports to:

(Direct)



Grade:

(if applicable)


(Functional)



Number of Direct Reports:


Directorship / Registration:


NA




Position Purpose



Supporting INDIA & APAC end users with Messaging – MS Exchange, Outlook, Skype, MobileIron, Intune, Ironports) backend Infrastructure.




Responsibilities



Direct Responsibilities


Provide technical support to manage messaging services like Email, instant messaging and mobile device management. This includes Microsoft Exchange, Office 365, Skype, MS Teams, Mobileiron, Ironport and Symphony.
Able to monitor and manage the uptime of messaging infrastructure.
Able to apply incident remediation, change management and patch management procedures for messaging services.
Must have a continual improvement, risk mitigation focus, and proactively improve the monitoring, efficiency, reliability, capacity and quality of all IT services under his managed perimeter.
Responsible for having an operational up to date BCP / DR documented and tested.
Able to work in different shifts or on weekends to manage the service delivery.
Liaising with Business Application Teams, Regional IT Teams, Global Infrastructure Support and IT Security Teams to resolve issues, complete tasks and deliver projects in a timely fashion.
Responsible for the SLA section related to the tower: SLA definition, reporting, dashboards.
Ensure the coordination and collaboration with regional / Global Head of the relevant functional area.
Ensure that the instructions and guidelines of the Group (esp. IT Security guidelines and Global ITI&P Governance) are respected and the architecture is validated.
Responsible for controls to be run for as well as the closure of audit points related to the tower.

Excellent knowledge and experience with following systems (must be with expert knowledge on following) :
Exchange 2016, Office 365 and Microsoft Outlook
Skype for enterprise & MS Teams
Active directory (core knowledge of AD, GPO, scripting, etc..)
Mobileiron MDM and IronPort
Powershell

Understanding of core IT infra setup :
Wintel systems : Windows Server 2012/2016
Network : WIN/MAN/LAN topology, ICP/DMZ, F5 Load Balancer, Firewall
Storage : NAS/SAN/DAS
MS DNS, Windows 7/10

Contributing Responsibilities


ITIL, ITSM and Project Management skills.
Must be a great communicator, teacher and influencer.
Must be a keen learner and enthusiastic about technology.
Ability to perform deep dive analysis of issues and be able to quickly resolve complex problems.
Be service oriented, customer focused, positive, and committed and an enthusiastic team player with a flexible 'can do' attitude
Relishes taking responsibility in a hands-on environment directly interfacing with people at all levels of the organization
Be able to follow the company’s standards, processes and procedures.


Technical & Behavioral Competencies



Tertiary qualification in an IT (Computer/Other Engineering or Science).
3-5 years of direct experience managing and supporting a Messaging environment.

Technology Certifications preferable: (MS Exchange, Office 365, MS Teams MCSE, Intune)

Windows Authentication experience would be a plus (Kerberos, Gemalto Smartcards, Entrust PKI



Specific Qualifications (if required)




Skills Referential



Behavioural Skills: (Please select up to 4 skills)



Ability to collaborate / Teamwork



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Transversal Skills: (Please select up to 5 skills)



Ability to understand, explain and support change



Analytical Ability



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Education Level:
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Experience Level


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Other/Specific Qualifications (if required)





NA


Primary Location
: IN-MH-Mumbai
Job Type
: Standard / Permanent
Job
: INFORMATION TECHNOLOGY
Education Level : Short-cycle tertiary education
Experience Level : At least 5 years
Schedule
: Full-time