ITSM Incident

BNP Paribas is an international bank with leading positions in the European market. It is present in 74 countries and employs more than 192,000 people, 146,000 of whom are in Europe. The Group holds key positions in its three main areas of activity: Domestic Markets and International Financial Services (whose retail banking and financial services network is part of Retail Banking & Services), as well as Corporate & Institutional Banking, which offers services to corporate and institutional clients. The Group supports its customers (individuals, entrepreneurs, SMEs, large companies and institutions) to help them carrying out their projects by providing financing, investment, savings and insurance services.
In Europe, the Group has four domestic markets (Belgium, France, Italy and Luxembourg) and BNP Paribas Personal Finance is number one in retail financing in Europe.
BNP Paribas is developing its integrated retail banking model in the Mediterranean countries, Turkey, Eastern Europe and has an important network on the US West Coast. In both its Corporate & Institutional Banking and International Financial Services activities, BNP Paribas has leading positions in Europe, a strong presence in the Americas and a solid and growing network in the Asia-Pacific region.

The CIB IT Platform for EMEA is responsible to provide IT Services to our Clients ensuring a Digital Market evolution, in a secured and performant environment, and with a reliable quality. This function includes Global Markets Application Production, Local Territory IT Development, the Core Infrastructure environment including Datacentres, Application Production, Security, Architecture as well as elements of the Global Services organisation.

The BNP Paribas Group is one of the largest international banking networks, with a presence in 72 countries. The organisation is an international financial services group, with in excess of 202,000 employees with solid roots in Europe, a significant and growing presence in the Americas as well as a solid and fast-growing business in Asia-Pacific.
The BNP Paribas Group is organised around two main activities: Retail Banking & Services and Corporate & Institutional Banking (CIB).
MADRID IT Platform
The CIB IT Platform for EMEA is responsible to provide IT Services to our Clients ensuring a Digital Market evolution, in a secured and performant environment, and with a reliable quality. This function includes Global Markets Application Production, Local Territory IT Development, the Core Infrastructure environment including Datacentres, Application Production, Security, Architecture as well as elements of the Global Services organisation.

MISSION

Within the ITSM team, these 2 functions are key : Incident and Problem Management. Into the Incident Management role, team target is to ensure that in case of any incident into IT Infrastructure and Service, the Service is restored to a normal situation as soon as possible.
Into the Problem Management role, team target is to avoid the occurrence of any incident in a pro-active way and, in case there is an Incident, identify the root cause and monitor root cause remediation till it is completed. In some cases workarounds are applied and recorded into KDB.
The team also participate in Projects and Events such as premises electrical tests, BCP and DR exercises, Problem and Incident investigation/resolution etc.

The Incident/Problem Management team, regularly give training courses to other BNPP IT teams on Incident/Problem Management Process and the use into ServiceNow tool.

RESPONSIBILITIES

Incident Manager :
• Ensure that in front of an Incident, all troubleshooting and Remediation actions are being performed at a high level of quality, according to the BNPP Incident Management Process, Procedures, Policies and Rules
• Monitor Active Incidents, with main focus on Major Incidents (Priority 1 and 2)
• In case of Major Incidents:
o Review and challenge assigned Priority, contacting all stakeholders that could provide details on the Business impact (Reputational or Financial)
o Ensure the appropriate IT Support teams has been involved and assigned for resolution
o Coordinate the  Proper communication to IT Management, Business Management and Business Users when required
o Create the Incident Chat/VideoConference Bridge for remediation follow-up, and involve all stakeholders and SME (Subject Matter Experts) for impacted IT Infra/Services
o Coordinate all Incident Troubleshooting and Remediation actions end-to-end
o Escalate or request escalation when Resolution time is closed to SLA breach
o Contribute to invoke Crisis Management when advisable
o Link with Problem Management in case Incident Root Cause is not clearly identified and fixed
o Ensure that PIR (Post Incident Report) is issued  within 5 business days after Incident Resolution.

• Produce and Deliver Incident Reporting regularly to ITSM Management
• Participate into Service Level Review meetings on a monthly basis, with prepared analysis of incident trends, problem ticket status, input to service levels relating to incidents
• Contribute to Maintain and Improve the BNPP Incident Management Process, Procedures, Policies and Rules.

Problem Manager
• Manage Problem Lifecycle for open Problem tickets end-to-end, assuring it is managed according to BNPP problem Management Process, Procedures, Policies and Rules
• Perform Pro-active root cause analysis based on incident trends, repetitive impacted Infra/Services and other triggers for Incidents
• Monitor active Problem tickets to ensure all neccesary Analysis and Remediation actions (Problem Tasks) are recorded and follow-up till completion
• Call and Chair at least 1 monthly Problem Committee, to follow-up with all Problem tickets assigned Team SPOCS, the progress on the Root Cause analysis identification, and Remediation Actions completion
• Produce and Deliver Problem Reporting regularly to ITSM Management, and Problem Owners Line Management
• Contribute to Maintain and Improve the BNPP Problem Management Process, Procedures, Policies and Rules.

REQUIREMENTS

Experience

Essential
• The candidate should have at least 3 years experience in the last 4 years,  working as Incident/Problem Manager into an international Company
• Former IT Technical background to be able to understand IT technical speak and terminology
• IT Professional with at least 6 years experience in international companies
• ITIL v3/v4 Foundation
• ServiceNow tool advance User

Desirable
• ITIL V3/V4 Specialist - Master
• Good understanding of Configuration Management theory and its usage/benefits to other IT processes
• Ability to read, understand and design process flowcharts

Languages

 •  English: fluent

SKILLS

Technical:

• Outstanding communication and interpersonal skills are essential for this role
• Strong problem solving skills
• Critical thinking and Analytical mind-set
• Very Good Team player
• Ability to work well under pressure, ability to work autonomous and in team environment

Transversal & Behavioral:

 •  Proactivity
 •  Ability to manage a project
 •  Ability to collaborate/Teamwork

BENEFITS

• Training programs, career plans and internal mobility opportunities, national and international thanks to our presence in different countries.
• Diversity and Inclusion Committee that ensures an inclusive work environment. In recent years, several employee communities have been created to organize diversity and inclusion awareness actions (PRIDE, We Generations and MixCity).
• Corporate volunteering program (1 Million Hours 2 Help) in which employees can dedicate time out of their working hours to volunteer activities.
• Flexible compensation plan
• Hybrid telecommuting model (50%)
• 31 vacation days

Diversity and Inclusion commitment

BNP Paribas Group in Spain is an equal opportunity employer and proud to provide equal employment opportunity to all job seekers. We are actively committed to ensuring that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity/paternity, race, religion or belief, sex or sexual orientation. Equity and diversity are at the core of our recruitment policy because we believe that they foster creativity and efficiency, which in turn increase performance and productivity. We strive to reflect the society we live in, while keeping with the image of our clients.