The bank for a changing world

We are looking for

Client Services - Team Lead

Contract

Standard / Permanent

Location

IN-MH-Mumbai

Country

India

Job function

INFORMATION TECHNOLOGY

Apply REF: IT 000809

BNP Paribas Overview

 

The BNP Paribas Group is a leader in banking and financial services, employing over 200,000 people across 80 countries and 5 continents.  BNP Paribas Corporate & Institutional Banking (CIB) is a leading European investment bank with global leadership in many of our businesses.  BNP Paribas CIB, with nearly 20,000 employees in over 50 countries, can offer you an exciting and truly global career.

 

At BNP Paribas CIB, we work continuously on behalf of our clients, helping them to realise their projects around the world.  You can be an important part of this, helping us to serve our clients both in mature and emerging markets, providing them with financial solutions across a diverse range of expertise, products and services.  Our origins lie in Europe but nearly a quarter of our employees now work in our multi-award-winning Asian offices and we are a committed player in all markets.

 

Strong risk management, combined with the stability that comes from being part of one of the largest banking groups in the world, underpin our success.  Joining us, you’ll become an integral part of a dynamic team that spans nationalities, cultures and backgrounds, drawing together people from around the globe and reflecting our commitment to international placements.

 

Department Overview

 

A client service is core department under End user computing. Client services team consist of Helpdesk staff, Client services leads and Site Managers. They are primary point of contact for a client. This team is mainly responsible for activities associated with the identification, prioritization and resolution of reported problems and provide an expert level of support to business to bridge the gap between IT infrastructure and resolution of reported problems Facilitate service delivery support (day to day requirement) with the help of internal IT teams. They also manage the Client facing projects.

 

Key Responsibilities

 

Responsible for End User Computing Services mainly Client Service, Managing IT infrastructure helpdesk support team with the Objective of ensuring optimum connectivity across the organization. Responsibility also include 2nd Level support for new branch/expansion of IT Infrastructure setup and support. Technical coordination with the vendors and provide assistance to Manager - IT Infrastructure on various initiatives.

Direct Responsibilities

EUC Client Service Support: 

  • To ensure smooth functioning of the Chennai End User Computing(EUC) services with respect to :
  • Manage IT helpdesk support team.
  • Involve themselves in L2/L3 IT infrastructure Support and support all major escalations.
  • Manage EUC Infrastructure related projects.
  • Maintain IT Infrastructure components at very high reliability, availability and fault tolerance.
  • Proactive System Performance Monitoring.
  • Should be familiar with system administration of windows system and Citrix/HVD/VMware.
  • Coordination with business lines and coordination for technical resolutions.

 

Manage IT Business Continuity and IT Disaster recovery:

  • Plan, design and implement IT disaster recovery plans which form a component of business continuity planning for Mumbai Locations

 

IT Security:

  • Install and upgrade various security related products across the organizations technology network based on Group Standards.
  • Ensure adherence to various security measures announced from time to time.
  • Guide the helpdesk team on compliance related aspects.

 

Escalation point of contact for IT helpdesk team :

  • Act as escalation point of contact for IT helpdesk team and help resolving any escalation on time.
  • Guide helpdesk team on any critical incident.
  • Report / escalate to IT teams in Mumbai / Region as needed.

 

Contributing Responsibilities

New Project Implementation involving various IT infrastructure components :

  • On time closures of project deliverables.
  • New Project Implementation involving IT Infrastructure Components (Such as NeOS, HVD, WINTEL, etc.).
  • Tools, Technical Solutions, PoC and deployment of tools approved.

 

Skills and Experience

 

Experience:

  • 6 to 8 +  years’ experience with 6+ years direct experience in various IT Infrastructure technology such as TCP/IP, DNS, DHCP, Virtualization, Checkpoint FW, Backup, Citrix, HVD, VMware  etc.
  • Industry accreditations/trainings on Microsoft Platform such as MCSE, ITIL V3 Foundation and other relevant industry accreditations.
  • Proven “hands-on” Industry  experience  preferably  in a finance company ( BFSI Segment )

 

Skills:

  • Excellent analytical skills.
  • Strong relationship management skills.
  • Strong management, project management, leadership skills and excellent complex problem solving skills.
  • Strong writing, communication and presentation skills to audiences of different sizes and levels of seniority.
  • Must be self-motivated and show initiative in different circumstances and under pressure.
  • Must be team-oriented and show ability to work well under pressure.
  • Flexibility in working outside of your responsibilities and areas of expertise.
  • Multitasking ability.
  • Solid experience in various domains of solutions delivery (BFSI systems) and service delivery (server, network infrastructure and information system security etc.) is preferred.
  • Basic Knowledge and clear understanding of IT infrastructure on desktops/Thin Clients/Servers/networks.
  • Ability to comprehend customer’s technology needs.
  • In-depth understanding of the linkage between financial services, Information Technology and business value.
  • Ability to develop solid business cases for implementing business enablement project.
  • Excellent customer orientation and strong relationship management skill.
  • Good management, coaching and staff development skills.
  • Creative and analytical ability in problem resolution and Decision making skill.
  • Excellent verbal and written English communication and presentation skill.
  • The individual will be required to travel and work at various BNP Paribas locations in order to fulfil their duties as part of the IT team.
  • The individual will be required to have knowledge & understanding of various service / regulatory standards, work processes & procedures such as ITIL, ISO, Project management etc.

 

Competencies

 

The Group’s managerial values:

 

-  Customer focus

-  Market Data

-  Risk-informed enterprise

-  Scripting

-  Communication skills

-  Pro-active

 

Behavioural competencies and inter-personal skills:

-  Developing others

-  Ability to integrate the multicultural dimension

-  Team worker

-  Must be organized, self-motivated, responsible and energetic.

-  Good communication and interpersonal skills which include both verbal and written skills.

-  Service oriented, positive, committed and enthusiastic. Good team player.

-  Relishes taking responsibility in a hands-on environment directly interfacing with users and developers at all levels.



BNP Paribas Overview

 

The BNP Paribas Group is a leader in banking and financial services, employing over 200,000 people across 80 countries and 5 continents.  BNP Paribas Corporate & Institutional Banking (CIB) is a leading European investment bank with global leadership in many of our businesses.  BNP Paribas CIB, with nearly 20,000 employees in over 50 countries, can offer you an exciting and truly global career.

 

At BNP Paribas CIB, we work continuously on behalf of our clients, helping them to realise their projects around the world.  You can be an important part of this, helping us to serve our clients both in mature and emerging markets, providing them with financial solutions across a diverse range of expertise, products and services.  Our origins lie in Europe but nearly a quarter of our employees now work in our multi-award-winning Asian offices and we are a committed player in all markets.

 

Strong risk management, combined with the stability that comes from being part of one of the largest banking groups in the world, underpin our success.  Joining us, you’ll become an integral part of a dynamic team that spans nationalities, cultures and backgrounds, drawing together people from around the globe and reflecting our commitment to international placements.

 

Department Overview

 

A client service is core department under End user computing. Client services team consist of Helpdesk staff, Client services leads and Site Managers. They are primary point of contact for a client. This team is mainly responsible for activities associated with the identification, prioritization and resolution of reported problems and provide an expert level of support to business to bridge the gap between IT infrastructure and resolution of reported problems Facilitate service delivery support (day to day requirement) with the help of internal IT teams. They also manage the Client facing projects.

 

Key Responsibilities

 

Responsible for End User Computing Services mainly Client Service, Managing IT infrastructure helpdesk support team with the Objective of ensuring optimum connectivity across the organization. Responsibility also include 2nd Level support for new branch/expansion of IT Infrastructure setup and support. Technical coordination with the vendors and provide assistance to Manager - IT Infrastructure on various initiatives.

Direct Responsibilities

EUC Client Service Support: 

  • To ensure smooth functioning of the Chennai End User Computing(EUC) services with respect to :
  • Manage IT helpdesk support team.
  • Involve themselves in L2/L3 IT infrastructure Support and support all major escalations.
  • Manage EUC Infrastructure related projects.
  • Maintain IT Infrastructure components at very high reliability, availability and fault tolerance.
  • Proactive System Performance Monitoring.
  • Should be familiar with system administration of windows system and Citrix/HVD/VMware.
  • Coordination with business lines and coordination for technical resolutions.

 

Manage IT Business Continuity and IT Disaster recovery:

  • Plan, design and implement IT disaster recovery plans which form a component of business continuity planning for BP2S Chennai.

 

IT Security:

  • Install and upgrade various security related products across the organizations technology network based on Group Standards.
  • Ensure adherence to various security measures announced from time to time.
  • Guide the helpdesk team on compliance related aspects.

 

Escalation point of contact for IT helpdesk team :

  • Act as escalation point of contact for IT helpdesk team and help resolving any escalation on time.
  • Guide helpdesk team on any critical incident.
  • Report / escalate to IT teams in Mumbai / Region as needed.

 

Contributing Responsibilities

New Project Implementation involving various IT infrastructure components :

  • On time closures of project deliverables.
  • New Project Implementation involving IT Infrastructure Components (Such as NeOS, HVD, WINTEL, etc.).
  • Tools, Technical Solutions, PoC and deployment of tools approved.

 

Skills and Experience

 

Experience:

  • 6 to 8 +  years’ experience with 6+ years direct experience in various IT Infrastructure technology such as TCP/IP, DNS, DHCP, Virtualization, Checkpoint FW, Backup, Citrix, HVD, VMware  etc.
  • Industry accreditations/trainings on Microsoft Platform such as MCSE, ITIL V3 Foundation and other relevant industry accreditations.
  • Proven “hands-on” Industry  experience  preferably  in a finance company ( BFSI Segment )

 

Skills:

  • Excellent analytical skills.
  • Strong relationship management skills.
  • Strong management, project management, leadership skills and excellent complex problem solving skills.
  • Strong writing, communication and presentation skills to audiences of different sizes and levels of seniority.
  • Must be self-motivated and show initiative in different circumstances and under pressure.
  • Must be team-oriented and show ability to work well under pressure.
  • Flexibility in working outside of your responsibilities and areas of expertise.
  • Multitasking ability.
  • Solid experience in various domains of solutions delivery (BFSI systems) and service delivery (server, network infrastructure and information system security etc.) is preferred.
  • Basic Knowledge and clear understanding of IT infrastructure on desktops/Thin Clients/Servers/networks.
  • Ability to comprehend customer’s technology needs.
  • In-depth understanding of the linkage between financial services, Information Technology and business value.
  • Ability to develop solid business cases for implementing business enablement project.
  • Excellent customer orientation and strong relationship management skill.
  • Good management, coaching and staff development skills.
  • Creative and analytical ability in problem resolution and Decision making skill.
  • Excellent verbal and written English communication and presentation skill.
  • The individual will be required to travel and work at various BNP Paribas locations in order to fulfil their duties as part of the IT team.
  • The individual will be required to have knowledge & understanding of various service / regulatory standards, work processes & procedures such as ITIL, ISO, Project management etc.

 

Competencies

 

The Group’s managerial values:

 

-  Customer focus

-  Market Data

-  Risk-informed enterprise

-  Scripting

-  Communication skills

-  Pro-active

 

Behavioural competencies and inter-personal skills:

-  Developing others

-  Ability to integrate the multicultural dimension

-  Team worker

-  Must be organized, self-motivated, responsible and energetic.

-  Good communication and interpersonal skills which include both verbal and written skills.

-  Service oriented, positive, committed and enthusiastic. Good team player.

-  Relishes taking responsibility in a hands-on environment directly interfacing with users and developers at all levels.


Primary Location: IN-MH-Mumbai Job Type: Standard / Permanent Job: INFORMATION TECHNOLOGY Education Level: Bachelor Degree or equivalent (>= 3 years) Experience Level: At least 7 years Schedule: Full-time