Junior Support Analyst

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 Businessline/Function

The CIB2S CTO Office – Business Services team consists of various Information Technology Infrastructure Library (ITIL) disciplines including and not limited to: Incident, Problem, Change, Request Management as well as Service Transition.

Job Title

IT Major Incident Manager – Team Member

Date

17-Oct-2024

Department

CIB2S APS

Location:

Chennai , India

Business Line / Function

CIB2S

Reports To

(Direct)

Grade

(if applicable)

(Functional)

Number Of Direct Reports

NIL

Directorship / Registration

NA

Position Purpose

This role will require the individual to perform a critical function by being fully accountable and responsible for the IT Major Incident Management function across all CIB2S applications. The position will primarily be single point of contact for business in the event of a Major Incident, as well as a reference point regarding IT Major Incident Management, while interfacing with two other geographical regional centers to provide a true follow the sun coverage for all IT incidents.

This role requires excellent communication skills and ability to build relationships with the various teams across IT and will be required to have a clear and strong understanding of the ITIL incident management process and have hands on experience with major incident and/or crisis management processes. There will be requirements to demonstrate pro-activeness and ensure ownership and accountability of IT incidents within the organization. A good understanding and awareness of interfacing ITIL processes is highly desired.

The individual will be interfacing with senior members of the organization and will therefore be required to deliver precise and concise messages in a timely fashion. The individual needs to be approachable and responsible for handling all reported issues, managing the issues through to resolution as swiftly as possible. Forging good working relationships with the existing geographical service delivery teams will be of high importance for success in this role. Ability to stay calm under pressure is essential for this role.

Responsibilities

Direct Responsibilities

• Ensure incidents are managed efficiently, economically and effectively by following procedures and processes currently in place
• Act as an escalation point of contact for major incidents which are not resolved within the agreed service levels
• Managing crisis situations through to resolution with clear verbal and written communications
• Perform an unbiased role across all teams, managing communications between teams and making impartial decisions
• Co-ordinate various post incident resolution activities including incident reviews and production of business incident reports.
• Develop good working relationships with various local and global teams
• Liaison with all user communities to meet support and service requirements
• Conduct service improvement meetings with various geographical user base locations
• Adhere to and respect appropriate departmental procedures processes and practices
• Contribute to daily, monthly, Quarterly reporting requirements including key performance & risk Indicators.
  
  

Contributing Responsibilities

• Share knowledge and experience with other team members and the wider IT department as appropriate.
• Hold process awareness sessions to increase the team’s visibility and position within the organization
• Contribute and uphold improvements to Major Incident Management process and procedures.
  
  

Technical & Behavioral Competencies

• Solid and demonstrable experience within a major incident management discipline, preferably within the financial industry
• Clear aptitude for service delivery excellence and producing quality results
• Customer focused approach to work
• Ability to adapt and remain calm under pressure
• Strong decision-making ability
• Good communication skills, written and verbal
• Self-driven and proactive, sharing best practices and improvement suggestions
• Focused on innovation and continuous improvement
• A quick learner
• A team player
  
  

Specific Qualifications (if Required)

• ITIL Foundation is preferred
• Knowledge of a wide range of ITIL based processes
• Experience preferably in Banking or Financial sector will be an added advantage
  
  

Skills Referential

Behavioural Skills: (Please select up to 4 skills)

Communication skills - oral & written

Decision Making

Ability to collaborate / Teamwork

Critical thinking

Transversal Skills: (Please select up to 5 skills)

Ability to understand, explain and support change

Ability to develop and leverage networks

Ability to develop and adapt a process

Choose an item.

Choose an item.

Education Level

Bachelor Degree or equivalent

Experience Level

Beginner