In a changing world, unprecedented challenges require unmatched talent. Join one of Montreal's Top Employers in 2025. We are a dynamic and growing organization having its main establishment located in downtown Montreal and part of a leading international banking institution fully committed to building a more sustainable future. Note that the position may be in the Canadian Branch of BNP Paribas or in one of its subsidiaries based in Montreal. 

The position at a glance

The role centers on technical monitoring and support for application and infrastructure services, handling incident creation, escalation, and resolution using tools such as Dynatrace, Geneos, CyberArk, ServiceNow, and Confluence. It also oversees IT incident management for high‑priority production issues, ensuring thorough recording, timely resolution, and accurate data throughout each incident’s lifecycle.

Operating in a Follow‑the‑Sun model across India and Canada, the position involves coordinating technical and management bridge calls, communicating with stakeholders, and maintaining 24×7 coverage. While no night shifts are required, the role includes rotational weekend duties to sustain continuous support.

In detail

• Monitor application and infrastructure alerts through manual & automated processes.
• Monitor support dashboards and user emails and take actions as per guidelines.
• Record, diagnose & troubleshoot production issue under predefined SLA targets.
• Identification and routing of technical issues to right support team for quick resolution.
• Execute technical deployments of new application release and upgrades/migration of infra services as part of vulnerability and obsolescence.
• Track and coordinate major production releases & infrastructure migration change.
• Record, coordinate & communicate high priority production incidents throughout the incident duration across various teams and stakeholders.
• Initiate and participate in technical bridge calls to orchestrate incident resolution within SLA targets across various participants across regional and global teams.
• Ensure the business impacts of incidents is correctly recorded and communicated to stakeholders throughout the incident duration.
• Perform the data quality checks and assist technical teams in updating the incident information according to requirements.
• Assist the technical teams in generating PIR/RCA documents and track adherence to the template and data quality.
• Create dashboards and KPI reports based on monthly data from various sources.

The strengths and skills that will help you succeed

• Bachelor’s degree in computer science, information technology or equivalent.
• Prior experience 5 years in production support project preferably for a bank.
• Professional working proficiency in English language is required
• The role will need coordination with global teams across America, Europe & Asia, hence strong knowledge of English (verbal and written) will be required.
• Experience in technical production support, including monitoring, troubleshooting & deployments of Java applications.
• Knowledge on Linux, Windows, middleware & Oracle DB
• Knowledge on production tools like Dynatrace, Geneos, Service Now, Autosys etc. • Understanding of ITIL concepts and IT service management best practices (certification will be preferred).
• Good Knowledge on any scripting language (Python/Powershell/Shell/ VBA) will be preferred.
• Knowledge of creating reports using PowerBI/Excel/PowerPoint/ServiceNow dashboards etc.
• Knowledge of French (verbal & written) will be considered an asset along with English proficiency required for this role.
• Open to work in a 24X7 Command Center Support team in FTS model.
• Competent to diagnose and troubleshoot basic technical issues.
• Ability to provide step-by-step technical help, both written and verbal.
• Proficient in problem-solving by collaborating with various teams.
• Dynamic approach in managing different situations & stakeholders during incidents.

*Given the vast majority of our clients, both internal and external, are based outside of Quebec and Canada, specific language requirements may apply. Professional working proficiency in English language is required

What’s in it for you

In addition to competitive compensation, we offer flexible benefits including a family and spouse insurance program, a defined contribution pension plan and paid days for volunteering. Hybrid work arrangements are available for most positions. In-office presence is required a minimum of 3 days per week, one of which must be on a Monday and/or a Friday. BNP Paribas provides excellent training and personal development programs, as well as opportunities for career development within the company and internationally.

To find out more about our range of benefits, click here

What you need to know

Diversity, Equity and Inclusion (DE&I) at the heart of our commitments

• At BNP Paribas all employees are on an equal footing allowing us to create a work environment that values and respects people for their talents, skills and competences.
• BNP Paribas recruits, employs, trains, compensates and promotes regardless of race, religion, colour, national origin, sex, disability, age, and other protected status (Employment Equity Act and Canadian Human Right Act).
• To learn more about our DE&I commitments, click here

About us

BNP Paribas is the top bank in the European Union and a major international banking establishment. Present in 63 countries, with more than 180,000 employees, the bank holds key positions in several areas of banking and financial services.

BNP Paribas’ mission is to contribute to a responsible and sustainable economy by financing and advising its clients according to the highest ethical standards, while striving to respond to essential concerns in terms of the environment, regional development and social inclusion.

Since 1961, BNP Paribas has supported large Canadian companies and institutions in their business development by offering a full range of specialized financial services and investment products.

With over 1,400 employees, BNP Paribas in Canada continues to attract experts from diverse fields as well as ambitious young talent from around the world. We are proud to offer our employees a rewarding and international workplace where they can build their professional careers by honing their skills, meeting challenges and enriching their knowledge of the financial industry.

Our certifications and partnerships

• Montreal’s Top Employers 2025
• Canada’s Best Diversity Employers 2025
• Women in Governance  – Parity certified -  Platinum certification
• Pride at Work Canada
• Part of Les Affaires top 300 companies in Quebec
• Synclusiv
• Ready, Willing and Able 
• Autisme sans Limites 
• LinkedIn Top Companies 2024

Do you want to discover other BNP Paribas offers in Canada?

Click here: BNP Paribas in Canada | Our job offers

*** While the description above describes our ideal candidate, we encourage applicants to apply even if they do not fully meet the complete list of qualifications noted***