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Incident Manager- OPS Functions

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Mise à jour le 01.06.2024

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


May 2024





Business Line / Function:

Group Functions

Reports to:




(if applicable)



Number of Direct Reports:

Directorship / Registration:


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:

·       Ease the incident resolution

·       Monitor the SLAs for all applicative production domains

·       legitimate to coordinate actions to meet domain production applicative commitments

·       Spread Production standard and best practices

·       Control KPI production quality

·       permanent transversal view through a dedicated canal with the Global tower, others ops Local towers and BP²I


Direct Responsibilities

 Incident Management:

  •  is the single point for critical incidents P1/P2 communication follow-up towards IT and Businesses
  • Coordinate the technical and managerial call, and management escalation
  • Bring a transversal vision on applicative, infrastructure, or ITG branch (Prodsec, Telecom,….) perimeters
  • Open and lead the cell crisis with the managerial support
  • Structure and formalize the progress status of the troubleshooting results through regular communications
  • Communication teams to follow with BP2I, ITGP global tower, the Ops teams and others local towers
  • Contribute to define the action plan

Contributing Responsibilities

Post Incident Report (PIR):

  • Centralize the PIR redaction with the applicative domain contribution and others technical stakeholders
  • Communicate to all IT contributors and businesses concerned
  • Ensure the follow-up of the problem and its tasks till the closing of the PIR actions plan

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.


   - 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, change and problem management processes

   - contribute to maintain comprehensive documentation for incidents, problems, and their resolutions for future reference.

Control Production quality:

  • Change pre check to increase change management quality
  • Others activities linked to quality controls or audits at request
  • Participation to Regional Disaster incident& tasks coordination

  Customer Focus:

   - Ensuring a customer-centric approach to incident and problem resolution, focusing on minimizing impact on end-users and customers.


   - 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 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


Découvrez les métiers de BNP Paribas : IT, Tech et Data

Au-delà d’être un groupe financier, BNP Paribas est aussi une entreprise technologique. Les systèmes d’information, la data et les outils sont au cœur de notre ADN et offrent de nombreuses opportunités professionnelles !

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Pourquoi je candidaterais ?

Pour quelles raisons je rejoindrais BNP Paribas et pas une autre entreprise ?

Parce que je souhaite...

  • Et si on vous disait que travailler dans notre Groupe, ce n’est pas ce que vous croyez ? Chez BNP Paribas, on exerce une multitude de métiers qui évoluent en permanence pour être en phase avec les attentes des clientes et clients comme de la société. Au travers d’actions du quotidien ou de grands projets, exercer l’un de nos métiers, c’est s’engager pour agir durablement.

  • Se sentir bien dans son job, c’est avant tout venir travailler comme on est.  C’est aussi avoir les moyens d’un bon équilibre entre sa vie professionnelle et sa vie personnelle. Deux engagements majeurs pour BNP Paribas.

  • Chez BNP Paribas, le développement de vos compétences est essentiel, pour vous comme pour nous. Et cela vous servira pour toute votre vie professionnelle.

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