GSS - Incident Manager

Job Title: GSS Incident Manager

Department: CIB ITO - IT I&P - Production Control Tower

About Business Line/Function

GSS – Global Support Services is a forward-looking Digital Command Center equipped to provide following Support as a Services: Primary services will include 24*7 Monitoring of production health in terms of End2End chains, event based Monitoring, incident classification/communication/escalation, Crisis & major incident management, predictive & trend analysis. GSS will also comprise of engineering team actively focusing on automating non-applicative redundant manual tasks & processes governed at CIB ITO production level.

Position Purpose

BNP Paribas is looking for well organized, dynamic, and highly motivated individuals for the role of Incident Manager for GSS under the CIB ITO Production area. The role will require excellent Incident Management skills and very high level of communication skills (both written and verbal) and thorough understanding of support functions and ITIL processes. Responsible for overseeing the resolution of IT incidents within CIB. The individual should have good understanding of the APS process and CIB ecosystem like Global Markets, Global Banking etc. The position will help Production teams to concentrate on the resolution by leveraging on the dedicated team for the communication and coordination activities during crisis situations.

Responsibilities

Direct Responsibilities

• Responsible to-drive, orchestrate and co-ordinate during the Incident.
• Broadcasting periodic updates/communication.
• Logging and reporting.
• Executive Summary post resolution.
• Starting the Technical Bridge
• Initiate the Management Bridge
• Engage various key parties to the incident,
• Meeting scribe
• Vigilant monitoring and follow-up with relevant parties to gather information etc.
  
  

Contributing Responsibilities

• Review and improvise the Incident Management process as per ITIL guidelines.
• Be able to produce the trend analysis and data graphs for top unstable applications.
• Planning and formulating of the crisis management policies for different Métiers.
• Simulate crisis scenario for critical applications, record the findings and suggest improvement plans.
• In addition to the primary responsibility, the candidate should also be able to put multiple hats and contribute to other areas such as Problem Management, Weekly Incident Review Board etc. as needed.
• Suggest solutions, teams to onboard, any help during major incident investigations.
  
  

Technical & Behavioral Competencies

Technical

• Mandatory: 5+ years of IT experience with at least 4 years of hands on in Incident Manager role.
• Mandatory: Excellent Incident Management Skillset
• Mandatory: Good knowledge of Microsoft office tools
• Mandatory: Good understanding of ITIL concepts and terminologies.
• Mandatory: Should be well aware of the tools (Autosys,Service Now, Everbridge), terminologies and teams pertaining to the production environments (Like CIB –Global Markets, Global Banking)
• ITIL V4 Foundation Certified.
• Strong analytical and problem-solving skills
• Proficient in using incident and problem management software
• Knowledge of data analytics tools and techniques
• Strong technical knowledge on IT infrastructure
• Understanding of governance frameworks and risk management principles
• Familiarity with industry best practices and regulatory requirements
  
  

Behavioral

• Enthusiastic to work in challenging environment.
• Excellent communication and convincing skills along with stakeholder management.
• Dynamic approach to cater to different situations and applications based on business chains.
• Should have experience in working in an extended team across geographies
• Strong facilitation and coordination skills
• Ability to synthesise complex technical and business information quickly
• Calm, structured approach under pressure
• Proactive, performance driven and results oriented
• Ability to work under pressure and manage multiple tasks simultaneously.
• Excellent organizational and time management skills
• Strong attention to detail and commitment to quality
• Ability to work collaboratively with cross-functional teams
  
  

Specific Qualifications

• Graduate/Postgraduate
• 5+ years of IT experience with at least 4 years of hands on in Incident Manager role for business-critical application stack.
• Bachelor's degree in Information Technology, Computer Science, or related disciplines
• Experience in handling incidents with business, regulatory, or customer impact
• Experience in leading post-incident reviews in a controlled, audit-aware environment
• Familiarity with industry-specific regulations and compliance requirements
  
  

Technical Skills

Skills Referential (Required knowledge, skills and abilities)

• ITIL (Change Management as primary, Incident/Problem management as secondary)
• Dynatrace
• ServiceNow
• AI (LLM)
• Microsoft Suite Office Applications (Word, Excel, PowerPoint etc.)
• Jira/Confluence Wiki/SharePoint
  

Behavioral Skills

• Decision Making
• Communication skills - oral & written
• Client focused
• Ability to collaborate / Teamwork
• Ability to deliver / Results driven
  

Transversal Skills

• Ability to develop and adapt a process
• Analytical Ability
• Ability to understand, explain and support change
  

Education Level: Bachelor Degree or equivalent

Location: Mumbai/Chennai

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 specialized 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.

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.

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. 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.