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 :


: CIB- India IT Infrastructure & Production


: Customer

Job Title:

Service Desk Manager


5th May 2022





Business Line / Function:

ITIP /Customer Domain

Reports to:



(if applicable)



Number of Direct Reports:


Directorship / Registration:



As a Service Desk Manager, you will work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. BNP Paribas seeks Professional with skills and responsibilities for this management level include but are not limited to:

  • Take action to ensure everyone has a voice, inviting opinion from all.
  • Establish the root causes of issues and tackle them, rather than just the symptoms.
  • Initiate open and honest coaching conversations at all levels
  • Move easily between big picture thinking and managing relevant detail.
  • Anticipate stakeholder needs, and develop and discuss potential solutions, even before the stakeholder realises they are required.
  • Develop specialised expertise in one or more areas.
  • Advise stakeholders on relevant technical issues for their business area.
  • Navigate the complexities of global teams and engagements.
  • Build trust with teams and stakeholders through open and honest conversation.
  • Uphold the firm s code of ethics and business conduct.

Activities to be performed:

  • Complete Knowledge and Hands on Experience in Incident Management Tool, preferably Service Now.
  •  Proven track record of driving critical Infrastructure incidents to resolution with minimum downtime.
  • Expected to drive single handed Incident Bridge while managing communication and reporting on timely manner.  
  • Proven Experience in Incident, and Problem Management processes. Experience in Change Management would be an added advantage.
  • Proactive management of the team members and to ensure SLA achievement for Incidents, Requests and Problems.
  • Troubleshooting problems, including functional Replication of issues.
  • Excellent Communication and Presentation Skills are required to interact with Management and Stakeholders.
  • Managing broadcasting and communication to PAN India user as part of Service Desk responsibility.
  • Experience in Managing Teams, planning availability of Resources.
  • Service Desk Management and provide Technical support and Day to Day Support.
  • To be involved and Act as escalation point for Incidents, & Service Request,
  • To identify and improve the process in Service Desk to provide a better User experience.
  • Responsible for maintaining and refreshing knowledge management database with appropriate governance.
  • Execute corrective measures when early warning signs exist on performance issues.
  • Manage staffing levels required for both BAU and project requirements, as well as managing holiday, sickness and backfill management.
  • Responsible for KPI CPI defined for the team.
  • Responsible for identifying training requirement for team and coordinating wit concerned team for arranging the same.
  • Proactively managing the end user issues, delivering quality of care and customer intimacy.
  • Manage internal team escalations to ensure there are no blockers to delivering great customer experience.
  • Acting as a single point of contact for customer escalations, requests for preferred service, questions.
  • Internal and customer facing reporting and meetings.
  • Monthly service reporting/ on service levels, but also risks, issues, proactively identified opportunities and ideas for improvements.
  • Proactively working with Global teams.
  • Candidates should be fluent in use of Microsoft Office Suite of Products, like - Excel, word and PowerPoint. Candidate expected to have knowledge on Office 365 and Azure Active Directory.
  • Catering to End User Services, Project Management applying either PMP or Prince 2 methodology. 
  • ITIL V3/V4 Certified would be an added advantage.

Responsibilities as Change Manager

  • Contribute to the framework and execution of Change Management and Problem Management using appropriate methods including
    1. Ensure IT Infrastructure Changes is properly recorded and controlled.
    2. Draw necessary attention to notable IT Infrastructure Changes.
    3. Influences the enhancement of APAC IT Infrastructure practices to improve the overall success of changes.
  • Assist with the same across IT organizations
    1. Process owner to ensure adoption, proper utilization and iterative improvement of IT best practice processes around the delivery and management of ITSM services.
    2. Coach ITIL process stakeholders to meet customer needs, works with client to understand process change implications
    3. Maintain and improve CMDM and other critical process data.
    4. Gauge and report on adherence to process standards.
    5. Assist in developing and improving the KPIS.
    6. Help integrate various work practise in IT with ITIL as a guide.
    7. Support ITSM related tools
    8. Support and backup for the other ITSM staff and activities.

Responsibilities as Problem Manager

  • Idetifies trends and potential Problem sources (by reviewing Incident and Problem analysis)
  • Responsible for driving weekly governance Problem Management meets
  • Proactively identifies training opportunities for other staff to execute on the organizations overall goals
  • Assists with the updating of SOPs, work instructions, checklists and various other documents under Quality management, Problem Management and document control
  • Maintains inventory of problems under analysis and their current progress and status
  • Assists management with the administrative functions and coordination of Quality Recognition Programs, councils, and focus groups
  • Performs as technical evaluator for Help Files and Knowledge Articles
  • Performs as single point of contact for one or more Problems. Creates and updates the Problem Record, schedules and facilitates Problem Management meetings

Operational & Behavioral Skills:

  • Excellent problem-solving/analytical skills and ability to break down large complex concepts
  • The candidate should be flexible and a self-motivated team player, committed to delivering on time.
  • Ability to take ownership of work streams, operate without close supervision, and work across the organization
  • Strong communication and problem solving skills
  • Confidence to drive assignments to completion
  • Good verbal and written communication skills.
  • Work on a mix of back-end, front-end technologies.
  • Dedication to fostering an inclusive culture and value diverse perspectives
  • Fast learner, passionate about technology, client and team oriented
  • Self-motivated and self-dependent personality
  • Assure that all user input is validated before submitting to back-end
  • Collaborate with other team members and stakeholders

Skills Referential

Behavioural Skills: (Please select up to 4 skills)

Ability to collaborate / Teamwork

Attention to detail / rigor

Critical thinking

Decision Making

Transversal Skills: (Please select up to 5 skills)

Ability to manage a project

Ability to develop others & improve their skills

Ability to set up relevant performance indicators

Ability to manage / facilitate a meeting, seminar, committee, training…

Choose an item.

Education Level:

Bachelor Degree or equivalent

Experience Level

At least 10 years

Other/Specific Qualifications (if required)



Primary Location
Job Type
Standard / Permanent
Education Level
Bachelor Degree or equivalent (>= 3 years)
Experience Level
At least 10 years

Discover the different professions within BNP Paribas: IT, Tech and Data

BNP Paribas is not just a financial services group. We’re also a tech company. Information systems, data and tools are central to our DNA, and offer a very broad range of career opportunities!

Find out more

Why should I apply?

Basically, why would you want to join BNP Paribas over any other company?


  • What if we told you that working in our Group may not be quite what you think? BNP Paribas business lines and careers are constantly evolving to meet the expectations of our clients and society as a whole.

  • Feeling good about your job means bringing your whole self to work and being who you are. It’s also about having the resources you need to achieve a healthy work-life balance. Both of these are major commitments at BNP Paribas.

  • At BNP Paribas, developing your skills is as important to us as it is to you. And the skills you learn with us will help you through the rest of your working life.

Find out more