Job Title: Application Production Support Domain Lead

Department: CIB IT APS

About Business line/Function: 

Corporate and Institutional Banking or CIB Business Line consists of multiple métiers like Client Engagement and Financial Security, Global Markets, Global Banking and Securities Services, each dealing with a specific set of Business function. 

Application Production Support (APS) is a critical vertical within CIB ensuring 24*7 availability, stability and performance of CIB’s mission-critical application in production. Resolving incidents, managing changes, and optimizing systems to minimize disruptions to trading, payments, risk management, and client services. Driving transformation through automation, cloud adoption, AI/ML-driven support, and legacy modernization

Position Purpose: 

As the Senior Domain Lead for Application Support, own the end-to-end operational stability, resilience, performance, and continuous improvement of global, complex CIB applications critical to Client Engagement and Financial Security. This role demands a strategic leader with deep expertise in Production Support, Stake Holder Management, IT Service Management (ITSM), automation and drive operational excellence, risk reduction, and cost efficiency across a multi-geography, 24x7 support model.

This role demands leading a high-performing global team, collaborate with Development, Infrastructure, Security, and Business stakeholders, and ensure adherence to regulatory, audit, and CIB standards while fostering a culture of innovation, automation, and talent development.

Responsibilities

Direct Responsibilities

Strategic Leadership & Operational Excellence

• Global Support Ownership: Lead a high-visibility application support team for CIB’s Client Engagement & Financial Security platforms, ensuring SLA adherence, incident resolution, and proactive risk mitigation across AMER, EMEA, and APAC.
• Service Improvement: Drive continuous improvement in Incident, Problem, and Change Management KPIs (e.g., MTTR, L3 escalation reduction) with data-driven insights and automation.
• Resiliency & IT Continuity: Own Disaster Recovery (DR), Business Impact Analysis (BIA), and IT Continuity Planning (ICP) to ensure zero downtime for critical applications.
• Stakeholder Governance: Act as the single point of contact for Business, Development, and Infrastructure teams, ensuring alignment on Operational Governance, support models, SLAs, and prioritization (e.g., Follow-the-Sun).

Direct / Contributing Responsibilities

Direct Responsibilities

1. Strategic Leadership & Operational Excellence

• Global Support Ownership: Lead a high-visibility application support team for CIB’s Client Engagement & Financial Security platforms, ensuring SLA adherence, incident resolution, and proactive risk mitigation across AMER, EMEA, and APAC.
• Service Improvement: Drive continuous improvement in Incident, Problem, and Change Management KPIs (e.g., MTTR, L3 escalation reduction) with data-driven insights and automation.
• Resiliency & IT Continuity: Own Disaster Recovery (DR), Business Impact Analysis (BIA), and IT Continuity Planning (ICP) to ensure zero downtime for critical applications.
• Stakeholder Governance: Act as the single point of contact for Business, Development, and Infrastructure teams, ensuring alignment on Operational Governance, support models, SLAs, and prioritization (e.g., Follow-the-Sun).

2. Technical & Process Innovation

• Monitoring & Observability: Enhance real-time monitoring (Dynatrace, Geneos, OpenSearch) and alerting frameworks (MONACO – Monitoring as Code) to preemptively detect and resolve issues.
• Automation & Efficiency: Champion automation of manual processes (e.g., release deployments, incident triage) using Python, Ansible, or CI/CD pipelines to reduce toil and operational risk.
• Technical Deep Dives: Lead root-cause analysis (RCA) for P1/P2 incidents, ensuring permanent fixes and knowledge transfer to reduce L3 dependency.
• Capacity & Performance: Partner with Infrastructure & Cloud teams to optimize application/infra capacity, cost efficiency, and scalability (on-prem/cloud).

3. Risk, Compliance & Audit

• Regulatory Adherence: Ensure compliance with CIB/IT Group policies, audit readiness, and control frameworks.
• Security & Hygiene: Oversee production security, vulnerability management, and obsolescence remediation in alignment with Cybersecurity & Risk teams.
• Incident & Crisis Management: Lead major incident resolution, post-incident reviews (PIR), and lessons-learned sessions to prevent recurrence.

4. People & Talent Development

• Team Leadership: Build and mentor a high-performing, globally distributed team, fostering career growth, upskilling, and succession planning.
• Shift & On-Call Management: Define fair and sustainable shift rotations, on-call policies, and work-life balance standards.
• Recruitment & Workforce Planning: Drive hiring strategies to attract top-tier support engineers with niche technical and soft skills.

5. Vendor & Third-Party Management (if applicable)

• Outsourcing Governance: Oversee vendor partnerships (e.g., FTS models), ensuring contractual SLAs, cost optimization, and quality delivery.

Technical & Behavioral Competencies

Behavioral Competencies (Leadership Traits):

ü  Executive Communication: Ability to articulate complex technical issues to C-level stakeholders and business leaders.

ü  Strategic Thinking: Balances short-term fixes with long-term resilience and automation roadmaps.

ü  Global Collaboration: Works effectively with distributed teams, time zones, and cultural nuances.

ü  Pressure & Crisis Management: Calm under fire, decisive during P1 incidents, and skilled in stakeholder escalation.

ü  Change Agent: Challenges status quo, drives process improvements, and adopts emerging tech (e.g., AIOps).

ü  Talent Developer: Mentors future leaders, fosters knowledge sharing, and builds high-trust teams.

Why This Role ?:

ü  High Impact: Directly influences CIB’s Client Engagement and Financial Security operations.

ü  Innovation: Opportunity to shape automation, AI/ML-driven support, and cloud-native resilience.

ü  Global Exposure: Work with top-tier stakeholders across Paris, London, Hong Kong, and Mumbai etc.

Specific Qualifications:

20+ years Production Management Experience Skills Referential (Required knowledge, skills and abilities)

Behavioral Skills:

• Adaptability 
• Decision Making 
• Organizational skills 
• Creativity & Innovation / Problem solving

Technical Skills: 

• Skill - Application Monitoring 
• Skill - Cloud
• Skill - DevOps - Jetkins, Kubernates

Education Level: Bachelor Degree or equivalent

Location: Bengaluru

About BNP Paribas Group:

BNP Paribas is the European Union’s leading bank and key player in international banking. It operates in 65 countries and has nearly 185,000 employees, including more than 145,000 in Europe. The Group has key positions in its three main fields of activity: Commercial, Personal Banking & Services for the Group’s commercial & personal banking and several specialized businesses including BNP Paribas Personal Finance and Arval; Investment & Protection Services for savings, investment, and protection solutions; and Corporate & Institutional Banking, focused on corporate and institutional clients. Based on its strong diversified and integrated model, the Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporates and institutional clients) to realize their projects through solutions spanning financing, investment, savings and protection insurance. In Europe, BNP Paribas has four domestic markets: Belgium, France, Italy, and Luxembourg. The Group is rolling out its integrated commercial & personal banking model across several Mediterranean countries, Turkey, and Eastern Europe. As a key player in international banking, the Group has leading platforms and business lines in Europe, a strong presence in the Americas as well as a solid and fast-growing business in Asia-Pacific. BNP Paribas has implemented a Corporate Social Responsibility approach in all its activities, enabling it to contribute to the construction of a sustainable future, while ensuring the Group's performance and stability.

About BNP Paribas India Solutions:

Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas SA, European Union’s leading bank 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 10000 employees, to provide support and develop best-in-class solutions.

Commitment to Diversity and Inclusion

At BNP Paribas, we passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued, respected and can bring their authentic selves to work. We prohibit Discrimination and Harassment of any kind and our policies promote equal employment opportunity for all employees and applicants, irrespective of, but not limited to their gender, gender identity, sex, sexual orientation, ethnicity, race, colour, national origin, age, religion, social status, mental or physical disabilities, veteran status etc. As a global Bank, we truly believe that inclusion and diversity of our teams is key to our success in serving our clients and the communities we operate in. As a global Bank, we truly believe that inclusion and diversity of our teams is key to our success in serving our clients and the communities we operate in.