L2 IT Support Manager, Cash Management APS - VP L2 IT Support Manager, Cash Management APS - VP …

BNP Paribas
in Singapore
Permanent, Full time
Last application, 20 Oct 20
BNP Paribas
in Singapore
Permanent, Full time
Last application, 20 Oct 20
BNP Paribas
BNP Paribas offers you an exciting career opportunity in an international, challenging business environment characterized by high pace and diversity with focus on creating valuable relations with our customers. We offer a competitive salary & benefits package and also an excellent work environment where you’re valued as part of our team!
In Asia Pacific, BNP Paribas is one of the best-positioned international financial institutions with an uninterrupted presence since 1860. Currently with over 17,000 employees* and a presence in 13 markets, BNP Paribas provides corporates, institutional and private investors with product and service solutions tailored to their specific needs. It offers a wide range of financial services covering corporate & institutional banking, wealth management, asset management, insurance, as well as retail banking and consumer financing through strategic partnerships.

Worldwide, BNP Paribas has a presence in 73 markets with more than 196,000 employees. It has key positions in its three main activities: Domestic Markets and International Financial Services (whose retail-banking networks and financial services are covered by Retail Banking & Services) and Corporate & Institutional Banking, which serves two client franchises: corporate clients and institutional investors. Asia Pacific is a key strategic region for BNP Paribas and it continues to develop its franchise in the region.

BNP Paribas offers you an exciting career in an international business environment that is fast-paced, diverse and focuses on creating high-value relationships with our clients. We offer competitive salary and benefits, as well as a working environment where you're valued as part of the team.

* excluding partnerships


Position Purpose

Be part of the dynamic support organization responsible to ensure that all high impact incidents are being addressed in alignment with defined processes, driving cross-team resolution efforts to ensure that issues are being addressed, that all corresponding resolution efforts remain on track, that affected parties and management remain informed, and that underlying problems are identified and addressed.
  1. Be the team manager of L2 production support team located across Singapore, Hong Kong and India to ensure 24 * 6 production support for the APAC region
  2. Provide application production support for Cash Management systems within Asia Pacific
  3. Monitor and prioritize incidents, problems and services requests for the team based on urgency and business impacts and ensure all tickets are responded to within established SLAs
  4. Drive major incident resolution on a timely manner to minimize disruption to business
  5. Independently debug and propose resolution/work-around for complex production issues
  6. Ensure root cause analysis is performed where necessary and manage resulting action items to completion
  7. Coordinate across various teams to effectively manage production issues and maintenance activities
  8. Respond to user requests, incidents and follow up on problems in a timely manner
  9. Ensure issues are reported, tracked, followed up and escalated timely
  10. Resolve or coordinate the resolution of issues, through problem management process, with other internal teams and / or the vendor
  11. Coordinate and follow up with Application teams to ensure permanent fix is prioritized, planned and delivered, through the problem management process
  12. Communicate and provide status updates on issues to business users, management team and other stakeholders
  13. Contribute to preventive system monitoring and alerting, where appropriate
  14. Support change management process and application releases
  15. Support Disaster Recovery Test and Business Continuity activities
  16. Support IT Security activities e.g. health checks after security patches
  17. Support end-of-day and end-of-month batch runs
  18. Perform and coordinate regular maintenance activities
  19. Document operational procedures, contribute to knowledge base and cross train other team members to build up functional and technical expertise for our CM applications
  20. Analyze and challenge existing support processes to achieve continuous improvement

Direct Responsibilities

1. Incidents resolution
2. Preventive maintenance
3. Pro-active actions / measures to limit corrective maintenance activities
4. Weekend/Holiday/Night support

Technical & Behavioral Competencies

The candidate should demonstrate a combination of technical and functional skills together with excellent communication and interpersonal skills. He/she must have a genuine willingness to work in a role where the operation of availability- & time-critical systems is routine.

The following knowledge and experience are required:
  • Extensive application production support experience in banking industry
  • Strong understanding of change, incident & problem management methodologies and have been directly working or participating in incident and problem management
  • Solid understanding of business flows and how various systems interact with one another
  • Must possess and display strong verbal and written communication skills
  • Good relationship builder with strong diplomacy skills
  • Able to remain professional and tactical in stressful situations
  • Possess strong leadership qualities
  • Aspire to a culture of service excellence, always putting the customer, our people and our business at the center of everything they do
  • Websphere/Tomcat/JBOSS
  • UNIX / LINUX /WINDOWS skills i.e. navigating, scripting etc
  • ITSM tool: Service Now
  • SharePoint
  • Database performance & SQL tuning experience is a plus
  • Good technical troubleshooting and debugging skills
  • Strong understanding of payments, local clearing systems, H2H concept and applications, reporting
  • Strong understanding of stop list filtering, AML, social engineering etc
  • Working grasp of double posting accounting treatment
  • Understanding and experience in ITIL concepts
  • Possess good analytical skill and self-motivated
  • Good team player with strong analytical, communication and interpersonal skills
  • Results and client oriented
  • Able to work independently with minimal supervision but with a keen sense to escalate timely and appropriately
  • Excellent people management and communication skills
Specific Qualifications (if required)

  • University Degree in Computer Science or related disciplines
  • Good command of spoken and written English
  • Strong experience in and preference for application production support
  • Strong technical background in web based applications support on JAVA/J2EE/TIBCO platform
  • Extensive experience in supporting payments, local clearing applications and payment filtering and AML in APAC region
Customer/Supplier Relations :


  • Business lines
  • Middle Office
  • Back Office
  • ICM IT teams
External :
  • Vendors of local cash management solutions e.g. FIS, Nucleus
  • Regulators i.e. HKICL, BCS, MAS
Company Overview

BNP Paribas established its presence in Singapore in 1968. We offer products and services in Corporate and Institutional Banking (Advisory and Capital Markets, and Financing Solutions), Wealth Management, Asset Management and Securities Services. Our clients include large multinationals, local and regional corporations, Financial Institutions and High net worth individuals.

BNP Paribas Singapore has more than 2,200 employees and is the Group’s hub for Southeast Asia, where it has core banking licences in all five Southeast Asian markets in which it operates – Indonesia, Malaysia, Singapore, Thailand and Vietnam.

To find out more about BNP Paribas in Asia Pacific, click here

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