Service Support Incident Coordinator

Business Overview

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.
- Context and Role summary

The Customer Services Domain is part of the Corporate and Institutional Banking Information Technology & Operations (CIB ITO) of BNP Paribas. Within this domain, the Client Service Desk is responsible for delivering best class end user support of Company employees. Constantly adapting and evolving to be on the edge of the industry leading practices and technologies.

The incident coordinator function integrates the Service Support team within the Client Service Desk. In this role, related to Incident lifecycle, you will ensure that proper practices are applied and correctly followed.
- Position - Tasks & Key Responsibilities

Related with the incident lifecycle, the Incident coordinator has two main streams, a process based one and an operational. This is maintaining and ensuring proper practices are applied and correctly followed for incident process while turn raw data gathered from IT Service Management system/s into information on which informed management decisions can be based, to help improving the process. Also focuses in providing and maintaining the tools, processes, skills, and rules that IT staff need to handle incidents efficiently. Reviewing and auditing the process to ensure is being followed properly by teams, this is to achieve the process target.

Managing and coordinating the work and workloads of the Incident Management related teams, in the area of support and helping other areas in coordination. Operational tasks are performed in a manner to providing support and coordinating actions to achieve the incident resolution. Managing timely communications for the incident status to technical and stakeholder.

**Key Accountabilities**
- Coordinates the activity for the efficiency and effectiveness of the incident management process
- Producing information for area management based on KPI (reports)
- Helping in maintaining incident management system aligned
- Ensures all area personnel follow the incident management process in the proper way including the guidance of trainings where needed
- Review and audit the process to ensure is achieving the objective and proper practices are followed
- Owns the incident within the area of responsibility, being the accountable for it
- Coordinated the resolutions of live incidents with other support areas and levels
- Manages timely communications for the open incidents
- Maintain constant information about current status of incident process to support operations

**Corporate Accountability**
- Leading by example as a role model for Company’s values and professional standards.
- Driving the delivery of business and corporate plans for your own areas of responsibility.
- Driving continuous improvement within your own areas of responsibility.
- Taking a proactive approach to risk management, ensuring risks and issues are identified, addressed and reported and, where appropriate, escalated.
- Being fully aware of and actively complying with Company and Domain policies and procedures relevant to your own responsibilities and to corporate policies and procedures including equality, sustainability and the environment, health and safety and data protection.
- Performing any other reasonable duties as directed by line management.
- Professional Skills, Abilities and Experience
- 5 to 10 years’ experience working in IT infrastructure environments.
- Above average incident process comprehension
- Excellent communications skills
- Well organized and self-oriented to efficiency
- Collected personality with good interaction capabilities and assertiveness
- Time management and activities coordination
- Customer service oriented skills.
- Experience of delivering strategic priorities within strict timelines.
- Strong ability to work flexibly - managing changing, competing priorities, and absorbing new information rapidly to address complex issues.
- Good interpersonal and communication skills, to gather information from and for people.
- High level of experience with Servicen