^{Job Title:}

^{L2 Manager}

^Department:

^{IT Service Delivery}

^{Reporting Manager:}

^{Head of IT Service Delivery}

^{`dotted` reporting manager}

^N/A

^{Management position}

 ^{Yes / NO}

^{Responsible for hiring} 

^{Yes / No}

^{JAD description attachment}

^{See extract from job guide below}

^{Common objectives for this job level}

^{Local roles}

^Languages

^{Education level}

^Assignment

^{JAD description :} 

^{Under the supervision of the Head of the IT Service Delivery, Manage the daily operation and task of the support engineers Team. Providing Technical support and maintenance of all systems infrastructure, hardware and software. The main missions of the L2 Manager are as follows:}

^{support for a given Business Line or Business Line}

^components 

^{Local adaptation :}

^{Above apply locally and also in synchronization with the other Group teams}

^{Principal Activities}

^{THE COLLABORATOR WILL BE INVOLVED IN SOME OR ALL OF THE FOLLOWING ACTIVITIES}

• ^{Managing incidents within the scope of reporting by ensuring that the service is}

^{restored as quickly as possible with complete transparency regarding the Business}

^{Line: Referencing, communication, coordination, correction, drafting of PIRs (Post Incident Reviews)}

• ^{Respond to requests for support from IT system end-users to resolve their technical problems, and ensure all requests are logged and tracked in ITSM system.} 
• ^{Patch Management / Release management} 
• ^{Collaboration and Escalation to 3rd party vendors and Global Team within BNP Group} 
• ^{APS engineers Team members Management} 
• ^{Proactive Support operation} 
• ^{Responsible for ensuring that critical IT services remain operational during and after disruptions, minimizing business impact and ensuring the smooth operation of the organization.}
• ^{Lead the IT operation task of all IT continuity exercises locally and Regionally} 
• ^{Implementing monitoring and supervising the application’s technical and functional}

^components

^{Local adaptation :}

^{The employee is called L2 manager or APS manager and is the APS main contact person}

^{Job skills and / or technical}

^{JAD description :}

^{Knowledge needed for below tools or similar}

 ^{Middleware axway transfer cft, Production Tools Service Now}

^{– Network Protocols (Linux, Unix, Windows)}

^{– IT Languages Shell}

^{– Security: Illumio, Authentification Forte,…}

^{– Middleware (Ansible, Apache Kafka, Mq Series,…)}

^{– Production Tools: Splunk, Dynatrace, Opensearch,Autosys}

^{– Scripting (Ansible, Python, Shell, Sql…)}

^{– Data Base Management}

^{– Windows: Windows 2016, 2019,2022}

^{– Linux: RedHat 8,x, 9.x}

^{– Virtualisation: VSphere, HCI, VMWare, Citrix, HVD}

^{Local adaptation :} 

^{Knowledge or hands-on experience on Hulft, ACMS, Righfax} 

^{Behavioral skills and / or managerial :}

^{Ability to Manage the APS engineers} 

^{Creativity & Innovation / Problem Solving}

^{Client Focused}

^{Ability to Deliver / Results Driven}

^{Local adaptation :}  

^{Specific Qualifications and certifications}