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:

- Review and challenge assigned Priority, contacting all stakeholders that could provide details on the Business impact (Reputational or Financial)
- Ensure the appropriate IT Support teams has been involved and assigned for resolution
- Coordinate the Proper communication to IT Management, Business Management and Business Users when required
- Create the Incident Chat/VideoConference Bridge for remediation follow-up, and involve all stakeholders and SME (Subject Matter Experts) for impacted IT Infra/Services
- Coordinate all Incident Troubleshooting and Remediation actions end-to-end
- Escalate or request escalation when Resolution time is closed to SLA breach
- Contribute to invoke Crisis Management when advisable
- Link with Problem Management in case Incident Root Cause is not clearly identified and fixed
- 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 b