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L2 IT Support Manager, Cash Management APS - VP

Singapore, Singapore | BNP Paribas

  • Industry:
    Financial Services
  • Position Type:
  • Functions:
    IT / Information Technology
  • Experience:
    7-10 years
Job Description:
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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.

 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

Provide application production support for Cash Management systems within Asia Pacific

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

Drive major incident resolution on a timely manner to minimize disruption to business

Independently debug and propose resolution/work-around for complex production issues

Ensure root cause analysis is performed where necessary and manage resulting action items to completion

Coordinate across various teams to effectively manage production issues and maintenance activities

Respond to user requests, incidents and follow up on problems in a timely manner

Ensure issues are reported, tracked, followed up and escalated timely

Resolve or coordinate the resolution of issues, through problem management process, with other internal teams and / or the vendor

Coordinate and follow up with Application teams to ensure permanent fix is prioritized, planned and delivered, through the problem management process

Communicate and provide status updates on issues to business users, management team and other stakeholders

Contribute to preventive system monitoring and alerting, where appropriate

Support change management process and application releases

Support Disaster Recovery Test and Business Continuity activities

Support IT Security activities e.g. health checks after security patches

Support end-of-day and end-of-month batch runs

Perform and coordinate regular maintenance activities

Document operational procedures, contribute to knowledge base and cross train other team members to build up functional and technical expertise for our CM applications

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





UNIX / LINUX /WINDOWS skills i.e. navigating, scripting etc


ITSM tool: Service Now


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

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