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.

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, corporate 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

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, color, 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.

About Business line/Function:

BP2S APS IFS – IMS is a part of CIB2S Business Line and take care of Application Production Support. Inside Securities Services the function is part of IFS – Investment and Fund services.

Job Title:

Senior Support Analyst

Date:

06/10/2025

Department:

BP2S APS IFS – IMS

Location:

Chennai

Business Line / Function:

BP2S

Reports to:

(Direct)

Grade: 

(if applicable)

(Functional)

Number of Direct Reports:

Directorship / Registration:

NA

Position Purpose

Provide a brief description of the overall purpose of the position, why this position exists and how it will contribute to achieving the team’s goal.

Responsibilities

Responsibilities of Service Delivery team members cover the below

Support activities 

• Understand the applications landscape (develop expertise and understand interfaces with other systems) 
• Focus on the tickets which are assigned to you and as well as pick up the tickets which are in Unassigned queue and complete it within the KPI based on the priority of the support tickets. 
• The delay in KPI due to lack of knowledge/Training, you must formally ask for a training session on the topic to your lead.
• The tickets should be updated clearly with detailed analysis information which is required by the management to generate reports & year end auditing 
• Each ticket should be documented with appropriate information like Effort to complete, Initial Investigation and detailed Investigation so that others can clearly see what went wrong, how it was identified and how it was fixed.  
• If you couldn’t resolve an issue or if your investigation in unearthing a severe issue, it should be escalated to the team lead immediately/ to the Onsite counterparts if required. 
• You must check the existing Knowledge base/discuss with seniors and focus on gaining more application knowledge. 
• Self-assess your capabilities. Identify where there may be gaps or weaknesses. Have a discussion with your lead and formally ask your lead for a training session on the topic which you think you need more attention. 
• Incident management activities  
• Follow the Incident Management procedure for prioritizing the incidents 
• Ensure SLA Adherence based on priority 
• Ensure flawless communication during an Incident and inform key stakeholders on the status of the incident.  
• Identify the known errors. Try to perform root cause analysis (RCA) utilizing the 5 Why method. Discuss with the seniors/Team lead about the action plan. 

Team members participate in the post incident review and generate actions for improving the turnaround time and implementing long term solutions. 

Contributing Responsibilities 

• Problem Management 
• Deployment activities and Change Management. 
• Configuration Management. 
• Ensuring shift rotation and leaves without impacting the business. 

Technical & Behavioral Competencies

Domain / Technical  

Prior experience in application support activities 

Technical competency in the following:

Behavioral Competencies:

Specific Qualifications (if required)

Skills Referential

Behavioural Skills: (Please select up to 4 skills)

Ability to collaborate / Teamwork

Communication skills - oral & written

Creativity & Innovation / Problem solving

Active listening

Transversal Skills: (Please select up to 5 skills)

Analytical Ability

Ability to develop and adapt a process 

Ability to understand, explain and support change

Ability to develop others & improve their skills

Ability to develop and adapt a process 

Education Level: 

 Bachelor Degree or equivalent

Experience Level

At least 5 years

Other/Specific Qualifications (if required)