Senior Support Analyst

Senior Support Analyst
Company:

Bnp Paribas 2


Senior Support Analyst

Details of the offer

About BNP Paribas Group:
"BNP Paribas Group is a leading European bank with a strong global footprint across 72 markets and more than 202,000 employees.The Group provides corporates, institutional and private investors with product and service solutions tailored to their specific needs. It offers a wide range of financial services covering corporate & institutional banking, wealth management, asset management, insurance, as well as retail banking and consumer financing through strategic partnerships".

About BNP Paribas India Solutions:
Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas Group, a leading bank in Europe with an international reach. With delivery centers located in Mumbai and Chennai, we are a 24x7 global delivery center. We partner various business lines of BNP Paribas such as Corporate and Institutional Banking, Wealth Management, Retail Banking through three verticals - Information Technology, Operations and Finance Shared Services.

About Business line/Function :
The APS Business Services team consists of various Information Technology Infrastructure Library (ITIL) disciplines including and not limited to: Incident, Problem, Change, Risk Management as well as Service Transition and IT Service Continuity Management (ITSCM).
Job Title:
IT Major Incident Manager - Team Member

Date:

11-05-2020
Department:
BP2S APS -Business Functions
Location:
Chennai , India
Business Line / Function:
BP2SParis
Reports to:
(Direct)

Grade:
(if applicable)

(Functional)
Major Incident Management - Global Activity Co-coordinator
Number of Direct Reports:
NIL
Directorship / Registration:
NA

Position Purpose
This role will require the individual to perform a critical function by being fully accountable and responsible for the IT Major Incident Management function across all BP2S applications. The position will primarily be single point of contact for business in the event of a Major Incident, as well as a reference point regarding IT Major Incident Management disciple, while interfacing with two other geographical regional centers to provide a true follow the sun coverage for all IT incidents.

This role requires excellent communication skills and ability to build relationships with the various teams across IT and will be required to have a clear and strong understanding of the ITIL incident management process and have hands on experience with major incident and/or crisis management processes. There will be requirements to demonstrate pro-activeness and ensure ownership and accountability of IT incidents within the organization. A good understanding and awareness of interfacing ITIL processes is highly desired.
The individual will be interfacing with senior members of the organization and will therefore be required to deliver precise and concise messages in a timely fashion. The individual needs to be approachable and responsible for handling all reported issues, managing the issues through to resolution as swiftly as possible. Forging good working relationships with the existing geographical service delivery teams will be of high importance for success in this role. Ability to stay calm under pressure is essential for this role.
Responsibilities
Direct Responsibilities

· Ensure incidents are managed efficiently, economically and effectively by following procedures and processes currently in place
· Act as an escalation point of contact for major incidents which are not resolved within the agreed service levels
· Managing crisis situations through to resolution with clear verbal and written communications
· Perform an unbiased role across all teams, managing communications between teams and making impartial decisions
· Co-ordinate various post incident resolution activities including incident reviews and production of business incident reports.
· Develop good working relationships with various local and global teams
· Liaison with all user communities to meet support and service requirements
· Conduct service improvement meetings with various geographical user base locations
· Adhere to and respect appropriate departmental procedures processes and practices
· Contribute to daily, monthly, Quarterly reporting requirements including key performance & risk Indicators.
Contributing Responsibilities

· Share knowledge and experience with other team members and the wider IT department as appropriate.
· Hold process awareness sessions to increase the team's visibility and position within the organization
· Contribute and uphold improvements to Major Incident Management process and procedures.

Technical & Behavioral Competencies

· Solid and demonstrable experience within an major incident management discipline, preferably within the financial industry
· Clear aptitude for service delivery excellence and producing quality results
· Customer focused approach to work
· Ability to adapt and remain calm under pressure
· Strong decision making ability
· Good communication skills, written and verbal
· Self-driven and proactive, sharing best practices and improvement suggestions
· Focused on innovation and continuous improvement
· A quick learner
· A team player
Specific Qualifications(if required)
· ITIL Foundation, ITIL Service Operation are mandatory
· Knowledge of a wide range of ITIL based processes
· Experience preferably in Banking or Financial sector will be an added advantage

Skills Referential

Behavioural Skills : (Please select up to 4 skills)
Communication skills - oral & written

Decision Making

Ability to collaborate / Teamwork

Critical thinking
Transversal Skills: (Please select up to 5 skills)

Ability to understand, explain and support change

Ability to develop and leverage networks

Ability to develop and adapt a process
Choose an item.

Choose an item.

Education Level:
Bachelor Degree or equivalent

Experience Level
At least 5 years

Other/Specific Qualifications(if required)

Requirements

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