Incident Manager

BNP Paribas offers you an exciting career opportunity in an international, challenging business environment characterized by high pace and diversity with focus on creating valuable relations with our customers. We offer a competitive salary & benefits package and also an excellent work environment where you’re valued as part of our team!

In Asia Pacific, BNP Paribas is one of the best-positioned international financial institutions with an uninterrupted presence since 1860. Currently with over 17,000 employees* and a presence in 13 markets, BNP Paribas 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.

Worldwide, BNP Paribas has a presence in 73 markets with more than 196,000 employees. It has key positions in its three main activities: Domestic Markets and International Financial Services (whose retail-banking networks and financial services are covered by Retail Banking & Services) and Corporate & Institutional Banking, which serves two client franchises: corporate clients and institutional investors. Asia Pacific is a key strategic region for BNP Paribas and it continues to develop its franchise in the region.

BNP Paribas offers you an exciting career in an international business environment that is fast-paced, diverse and focuses on creating high-value relationships with our clients. We offer competitive salary and benefits, as well as a working environment where you're valued as part of the team.

* excluding partnerships

https://careers.apac.bnpparibas/

Position Purpose

Be part of the dynamic support organization responsible to ensure that all high impact incidents are being addressed in alignment with defined processes, driving cross-team resolution efforts to ensure that issues are being addressed, that all corresponding resolution efforts remain on track, that affected parties and management remain informed, and that underlying problems are identified and addressed.

Direct Responsibilities

 Sphere head Application Production Support Helpdesk/Level 1 team for Corporate Banking by managing daily production operation.
 Drive major incident resolution efforts and corresponding cross-team discussions, ensuring that disruption to IT services are minimized, and that required actions are being taken by the appropriate support representatives to resolve the issue timely and permanently
 Instigate and chair technical bridge and management bridge conference calls and assign tasks to the relevant attendees; send out the relevant reports at the end of each major incident
 Send email communications and regular updates to all stakeholders giving details of the incident on a timely manner
 Validate that high severity issues have been prioritized accordingly, and that the appropriate teams are engaged for issues in question
 Responsible for scheduling and driving root cause analysis (RCA) efforts, ensuring that actions required to be taken to address the problem, the effort and cost of resolution, and that ownership is clearly understood and acknowledged by all responsible parties

Technical and Behavioral Competencies required

The candidate should demonstrate a combination of technical and functional skills together will excellent communication and interpersonal skills. He/she must have a genuine willingness to work in a role where the operation of availability- & time-critical systems is routine.
Successful candidate might be required to work in shift and weekend rotation. An understanding that occasionally after office hours response to problems will be required. Periodic "on-call" cycles are likely.
The following knowledge and experience are required:
• Must have a holistic experience/background on Application production support in Corporate banking - (Cash Management, Trade & Finance, Core Banking)
• Strong understanding of ITIL processes - change, incident & problem management methodologies and have been directly working or participating in incident and problem management
• Solid understanding of business flows and how various systems interact with one another
• Must possess and display strong verbal and written communication skills
• Able to effectively translate issues to business impact, and ensure that the appropriate sense of urgency is applied
• Able to remain professional and tactical in stressful situations
• Analytical, intuitive, and a strong problem-solver
• Possess strong leadership qualities

Education/Experience required:

 Bachelor degree in a computer or engineering related with 5years field or equivalent work experience
 ITIL v3 Foundation certification or demonstrated experience