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 specialised 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, corporates 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, colour, 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:
Within BNP Paribas, Group Functions are responsible for activities at the Group level (for example, Group Finance or Group Risk management).
Functions OPS is part of BNP Paribas Group IT and is responsible for supporting the IT production environments and activities for the Group Functions.
Function OPS activities are critical and highly visible. Around 365 applications and 4100 servers are under ITGP Functions OPS responsibility.
Functions OPS has a roadmap to ensure production security & stability, reduce time-to-market by using the most advanced technologies and integrate technical & functional application support to provide full applications production & support services.
Therefore, Functions OPS is hiring experienced IT professionals who are open minded, willing to learn and to be part of the transformation roadmap.
Job Title:
Incident Manager
Date:
March 2024
Department:
ITGP
Location:
Mumbai/Chennai
Business Line / Function:
Group Functions
Reports to:
(Direct)
ISPL ITG OPS
Grade:
(if applicable)
(Functional)
FCT OPS
Number of Direct Reports:
Directorship / Registration:
NA
Position Purpose
The production quality, that is at the heart of our concerns is managed through the local control tower of OPS Functions. The daily activities are operated into three main processes: Incident, Change and Problem.
The primary missions and roles:
Responsibilities
Direct Responsibilities
Incident Management:
Contributing Responsibilities
Post Incident Report (PIR):
Process Improvement:
Reporting:
Training and Documentation:
Control Production quality:
Customer Focus:
Compliance:
Key skills for this role include strong analytical skills, communication skills, problem-solving abilities, technical knowledges in IT systems, and a deep understanding of incident and problem management methodologies.
Technical & Behavioral Competencies
Candidate is expected to drive critical (Bridge Calls) incidents P1/P2/P3 pertaining to Infrastructure to resolution with minimum downtime and impact to business. Candidate is expected to be available during off-hours/weekend from support and coverage perspective.
Expected to work closely with support team responsible for fixing critical incidents with root cause analysis and post incident review report.
Candidate will be responsible for compliance of details updated on critical incidents as per standards before closure.
Candidate is expected to draft communications and roll out of the same in event of major incidents.
Expected to mandatorily conduct weekly Incident & Problem Review meet reviewing quality and compliance parameters of all priority incidents and problems under Infra domain.
Expected to be updated with changes in policies and procedures pertaining to Incident Management and acting as SPOC for all process updates for IM
Candidate will oversee IM involving (all priority) incidents for all domains within Infra perimeter. Resource will also be expected to conduct frequent refresher trainings on Incident Management
Front end any internal/external audits pertaining to IM and ensuring Satisfactory results are obtained. Ensuring we are compliant as per all internal/external guidelines applied to ITSM domain
Expected to perform quality checks on all priority incidents and publish dashboard/reports to concerned domain heads.
Perform deep dive analysis on INC database and publish top/recurring incidents and suggest mitigation steps to reduce the INC
Publish weekly/monthly/quarterly dashboards on IM basis business/stakeholder needs.
Expected to work closely with Central(APAC) and Global (Paris) counterparts and represent IM from India perspective.
Candidate is expected to work closely with Infra teams on ensuring there is 2% reduction of critical incidents every year.
Expected to maintain rich database of Knowledge Articles and Known Error Database required as part of Incident Management
Specific Qualifications (if required)
ITIL exposure and in depth knowledge to guide the infra teams.
Candidate should be ITIL V4 Certified.
Skills Referential
Behavioural Skills: (Please select up to 4 skills)
Ability to collaborate / Teamwork
Decision Making
Ability to deliver / Results driven
Communication skills - oral & written
Transversal Skills: (Please select up to 5 skills)
Ability to understand, explain and support change
Analytical Ability
Ability to manage / facilitate a meeting, seminar, committee, training…
Ability to inspire others & generate people's commitment
Ability to develop others & improve their skills
Education Level:
Bachelor Degree or equivalent
Experience Level
At least 3 years
Other/Specific Qualifications (if required)
ITIL Certification
Change and Problem Management overview
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