Team Lead, IT Application Production Support

What is this position about?

The role of the Team Lead Application Production Support (APS) sits within IT for Securities Services (2S) at BNP Paribas SA Australia Branch

1. Client Facing: Responsible for IT Application Support services on applications hosted in Sydney for the 2S business in Australia & New Zealand facing internal users spread across operations & client service. Some of this will including interacting with clients of the bank

1. Team Management: Supervise a team of IT support technicians, providing direction, organizing training and mentoring to develop skills and expertise.

1. Incident Management: Secure resolution of IT incidents with set SLA, including troubleshooting, root cause analysis, and implementing fixes or workarounds to prevent future occurrences.

1. Problem Management: Identifying and addressing the root causes of recurring IT issues, working with other teams to implement long-term solutions and prevent future problems.

1. Communication: Serving as a liaison between the IT support team, other departments, and stakeholders, ensuring that IT-related issues are clearly communicated and that expectations are managed.

1. Process Improvement: Continuously evaluating and refining IT support processes, procedures, and workflows to optimize efficiency, effectiveness, and customer satisfaction.

1. Budgeting and Resource Allocation: Manage APS team's budget, resources, and vendors, ensuring that the team has the necessary tools, equipment, and expertise to perform their duties.

1. Reporting and Metrics: Developing and tracking key performance indicators (KPIs) to measure the team's performance, including metrics such as first-call resolution rates, mean time to resolve (MTTR), and customer satisfaction.

What is required for you to succeed?

Must Have

Nice to Have

About BNP PARIBAS

As the leading European Union bank, and one of the world’s largest financial institutions with an uninterrupted presence in the region since 1860, BNP Paribas offers a wide range of financial services for corporate, institutional and private investors spanning corporate and institutional banking, wealth management, asset management and insurance. 
 
 We passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued and encourage applicants of all backgrounds, including diversity of origin, age, gender, sexual orientation, gender identity, religion applicants who may be living with a disability. We have a number of internal employee networks in place to empower our staff to act and challenge the status quo.

BNP is committed to financing a carbon-neutral economy by 2050. The Group is a founding member of the Net-Zero Banking Alliance and has set up its own Low Carbon Transition Group to support its clients through their energy transitions.

If you require any reasonable adjustments during the recruitment process, please feel free to reach out to us at au.nz.recruitment [at] asia.bnpparibas (dot) com or +61 2 9216 8633 (and ask for the Talent Acquisition Manager in the HR Team).

 https://careers.apac.bnpparibas/

More information 

Award Obtained

BNPP has won Top employer Europe award in a 10th consecutive year