About BNP Paribas Group:
BNP Paribas is a top-ranking bank in Europe with an international profile. It operates in 71 countries and has almost 199 000 employees. The Group ranks highly in its three core areas of activity: Domestic Markets and International Financial Services (whose retail banking networks and financial services are grouped together under Retail Banking & Services) and Corporate & Institutional Banking, centred on corporate and institutional clients. The Group helps all of its clients (retail, associations, businesses, SMEs, large corporates and institutional) to implement their projects by providing them with services in financing, investment, savings and protection. In its Corporate & Institutional Banking and International Financial Services activities, BNP Paribas enjoys leading positions in Europe, a strong presence in the Americas and has a solid and fast-growing network in the Asia/Pacific region.
About BNP Paribas India Solutions:
Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas SA, a leading bank in Europe 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 6000 employees, to provide support and develop best-in-class solutions.
About Businessline/Function :
ITIP provides IT support to multiple entities in PAN India for BNP Paribas.
Job Title:
Incident & Problem Manager
Date:
Department:
ISPL ITIP
Location:
Mumbai, Chennai or Bangalore
Business Line / Function:
CIB
Reports to:
(Direct)
Grade:
(if applicable)
NA
(Functional)
Number of Direct Reports:
NA
Directorship / Registration:
NA
Position Purpose
An Incident and Problem Manager is responsible for overseeing the resolution of IT incidents and problems within an organization.
This is an important role to run the Infra services as per ITIL Standards and be compliant with local and Global policies
Responsibilities
Direct Responsibilities
- Incident Management:
- Responding to and managing IT incidents promptly to minimize downtime and impact on business operations.
- Coordinating with support teams and stakeholders to diagnose and resolve incidents.
- Documenting incident details, investigation, and resolution steps.
- Implementing incident prevention measures and analyzing patterns to prevent recurring issues.
- Problem Management:
- Identifying the root causes of recurring incidents and problems.
- Conducting in-depth analysis and investigations to determine the underlying issues.
- Developing and implementing long-term solutions to prevent problem recurrence.
- Maintaining a problem management database and documentation for reference.
Contributing Responsibilities
Collaboration:
- Collaborating with IT teams, support staff, and other departments to resolve incidents and problems efficiently.
- Facilitating communication between different teams involved in incident and problem resolution.
Process Improvement:
- Continuously improving incident and problem management processes and procedures.
- Analyzing data and metrics to identify trends and areas for improvement.
- Implementing best practices and industry standards to enhance incident and problem resolution efficiency.
Reporting:
- Generating regular reports on incident and problem management activities, trends, and performance metrics.
- Presenting findings and improvement plans to management and stakeholders.
Training and Documentation:
- Providing training and guidance to IT staff and other relevant teams on incident and problem management processes.
- Maintaining comprehensive documentation for incidents, problems, and their resolutions for future reference.
Risk Management:
- Identifying potential risks related to incidents and problems and developing strategies to mitigate them.
- Working closely with IT security teams to address security-related incidents and vulnerabilities.
Customer Focus:
- Ensuring a customer-centric approach to incident and problem resolution, focusing on minimizing impact on end-users and customers.
Compliance:
- Ensuring that incident and problem management processes comply with industry regulations and organizational policies.
Key skills for this role include strong analytical skills, communication skills, problem-solving abilities, technical expertise 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
Candidate is expected to act as Problem Manager applying all policies and controls (regional/local) for tickets pertaining to India Infra.
Front end any internal/external audits pertaining to Problem Management and ensuring Satisfactory results are obtained. Ensuring we are compliant as per all internal/external guidelines applied to ITSM domain.
Expected to mandatorily conduct weekly Incident & Problem Review meet reviewing quality and compliance parameters of all priority incidents and problems under Infra domain.
Ensuring all critical incidents comply to checks of Problem Ticket with proper updates done as per process. Expected to perform quality checks on all problem tickets and publish dashboard/reports to concerned domain heads.
Perform deep dive analysis on Problem database and publish top/recurring problems and suggest mitigation steps to reduce the number of problem tickets.
Publish weekly/monthly/quarterly dashboards on PM basis business/stakeholder needs.
Expected to work closely with Central(APAC) and Global (Paris) counterparts and represent Problem Management from India perspective.
Determining recurring incidents from data scrub of IM and ensuring an appropriate Problem Ticket is in place for such incidents.
Ensuring all local and regional controls applied by OPC, audit/governing bodies on Problem Management is met satisfactorily.
Expected to be updated with changes in policies and procedures pertaining to Problem Management and acting as SPOC for all process updates for PM
Candidate will oversee PM for all domains within Infra perimeter. Resource will also be expected to conduct frequent refresher trainings on Problem 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
Critical thinking
Transversal Skills: (Please select up to 5 skills)
Ability to understand, explain and support change
Analytical Ability
Ability to anticipate business / strategic evolution
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 10 years
Other/Specific Qualifications (if Required)
Any graduate with relevant Infra support certifications.
NA
Primary Location
IN-MH-Mumbai
Job Type
Standard / Permanent
Job
INFORMATION TECHNOLOGY
Education Level
Bachelor Degree or equivalent ( = 3 years)
Experience Level
At least 10 years
Schedule
Full-time
