About BNP Paribas Solutions - Philippines Branch
Established in 2024, BNP Paribas Solutions Philippines Branch is a branch of BNP Paribas Group, a leading bank in Europe with an international reach. We provide support services, back-office operations services related to or which further the accomplishment of the corporation’s investment services, banking transaction processing, and equity investment.
About Business line/Function:
Corporate and Institutional Banking has an active IT ecosystem with its own IT backbone that involves a large workforce of IT employees working for DEV, Testing and Support projects.
CIB ITO Production ensures the provision of industrialized and digital production services. The scope of this role is to lead the following functions:
- Network Infrastructure Management – Includes LAN/WAN, firewall, VPN, and Wi-Fi operations.
- End-User Support – Covers desktop/laptop support, user provisioning, IT asset management, and first-line incident resolution.
Key Responsibilities
Direct Responsibilities
- Provide leadership to the network and desktop support teams to ensure operational efficiency.
- Monitor and manage incident queues and ensure timely resolution as per defined SLAs.
- Plan and implement infrastructure upgrades, network changes, and support rollouts.
- Ensure the enforcement of IT policies and procedures across all user systems.
- Coordinate with third-party vendors and service providers.
- Maintain IT documentation and ensure knowledge sharing within the team.
Contributing Responsibilities
Team & Process Management:
- Assign tasks, monitor workload, and provide performance feedback to team members.
- Facilitate training and upskilling to improve team capabilities.
- Act as an escalation point for complex technical issues.
Network Management:
- Manage configuration and maintenance of network devices (routers, switches, firewalls).
- Oversee network performance monitoring, backups, and security updates.
- Support VPN and remote access services for end-users.
Desktop Support Management:
- Ensure end-user systems are operational and secure.
- Oversee hardware/software installations, troubleshooting, and issue resolution.
- Maintain an accurate IT asset inventory and lifecycle management.
Compliance & Reporting:
- Ensure compliance with IT policies, cybersecurity standards, and audit requirements.
- Prepare regular reports on service desk metrics, system health, and improvement areas.
Must have requirements:
- Minimum 10 years of experience in IT support, with at least 5 years in a People Management role.
- Hands-on experience with Windows OS, Active Directory, networking (TCP/IP, DHCP, DNS), and endpoint management.
- Strong communication, leadership, and problem-solving skills.
- Experience in managing SLAs, ticketing tools, and remote support tools.
- Proficient in the Banking or Financial Industry.
- Support for mobile device platforms.
- Reporting and minute writing to a high standard.
- Capable of managing a fast-paced production setting while simultaneously executing aspects of project work.
- Display flexibility, adaptability, and open-mindedness in response to frequent and/or significant changes to support needs, working closely with the regional support teams.
- Knowledge and understanding of Service Management best practices as per ITIL standards.
- Strong interpersonal skills, verbal, and written communication skills. Ability to interact effectively with customers, vendors, peers, and management via multiple communication channels.
