About BNP Paribas India Solutions:

Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas SA, European Union’s leading bank with an international reach. With delivery centers located in Bengaluru, Chennai and Mumbai, we are a 24x7 global delivery center. India Solutions services three business lines: Corporate and Institutional Banking, Investment Solutions and Retail Banking for BNP Paribas across the Group. Driving innovation and growth, we are harnessing the potential of over 10000 employees, to provide support and develop best-in-class solutions.

About BNP Paribas Group:

 BNP Paribas is the European Union’s leading bank and key player in international banking. It operates in 65 countries and has nearly 185,000 employees, including more than 145,000 in Europe. The Group has key positions in its three main fields of activity: Commercial, Personal Banking & Services for the Group’s commercial & personal banking and several specialised businesses including BNP Paribas Personal Finance and Arval; Investment & Protection Services for savings, investment, and protection solutions; and Corporate & Institutional Banking, focused on corporate and institutional clients. Based on its strong diversified and integrated model, the Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporates and institutional clients) to realize their projects through solutions spanning financing, investment, savings and protection insurance. In Europe, BNP Paribas has four domestic markets: Belgium, France, Italy, and Luxembourg. The Group is rolling out its integrated commercial & personal banking model across several Mediterranean countries, Turkey, and Eastern Europe. As a key player in international banking, the Group has leading platforms and business lines in Europe, a strong presence in the Americas as well as a solid and fast-growing business in Asia-Pacific. BNP Paribas has implemented a Corporate Social Responsibility approach in all its activities, enabling it to contribute to the construction of a sustainable future, while ensuring the Group's performance and stability

Commitment to Diversity and Inclusion

At BNP Paribas, we passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued, respected and can bring their authentic selves to work. We prohibit Discrimination and Harassment of any kind and our policies promote equal employment opportunity for all employees and applicants, irrespective of, but not limited to their gender, gender identity, sex, sexual orientation, ethnicity, race, colour, national origin, age, religion, social status, mental or physical disabilities, veteran status etc. As a global Bank, we truly believe that inclusion and diversity of our teams is key to our success in serving our clients and the communities we operate in.

About Business line/Function:

Business Management team, which is part of the CIB IT Production covers all PMO and governances related activities for the entire Production and APS scope.

Job Title:

SPECIALISED TECHNICIAN (Team Lead)

Date:

2-July-2025

Department:

CIB IT PROD

Location:

MUMBAI

Business Line / Function:

Le Comptoir Remote – Mumbai

Reports to:

(Direct)

Grade: 

(if applicable)

(Functional)

Number of Direct Reports:

Mumbai Remote Agents

(~15)

Directorship / Registration:

NA

Position Purpose

The primary purpose of this Service Desk Team Lead role is to oversee the daily operations of the Service Desk team, ensuring efficient and effective technical support for end-users.

Responsibilities

Direct Responsibilities

1. Team Supervision & Performance Management

• Assign and prioritize tasks to Service Desk agents.
• Monitor individual and team performance through KPIs.
• Conduct regular 1:1 meetings, coaching, and performance evaluations.

2. Incident & Request Management

• Oversee the triage and escalation of IT incidents (e.g., system outages, user access issues)
• Ensure adherence to SLAs (Service Level Agreements) for response and resolution times.
• Review and approve high-priority requests (e.g., hardware replacements, software deployments).

3. Process Optimization

• Identify bottlenecks in workflows and implement improvements.
• Maintain and update service desk documentation (e.g., SOPs, FAQs, troubleshooting guides).
• Lead initiatives to automate repetitive tasks (e.g., password resets, ticket routing).

4. Stakeholder Coordination

• Communicate with IT teams (e.g., Network, Voice, SAM) to resolve cross-functional issues.
• Report service desk metrics to IT management and business leaders.

5. Training & Knowledge Sharing

• Organize training sessions on new tools, policies, or technologies.
• Foster a culture of knowledge sharing (e.g., team meetings, internal wikis).
• Ensure team compliance with security protocols (e.g., GDPR, cybersecurity best practices).

6. Customer Satisfaction & Feedback

• Address escalated customer complaints and ensure follow-up.
• Analyze feedback trends to improve service quality.
• Promote a customer-centric approach within the team.

Contributing Responsibilities

1. IT Initiatives

• Contribute to IT roadmaps by providing insights on service desk trends (e.g., recurring issues, user needs).
• Advocate for process improvements or tool upgrades to enhance efficiency.

2. Business Continuity & Risk Management

• Support IT risk assessments by identifying service desk vulnerabilities (e.g., single points of failure).
• Contribute to business continuity plans (e.g., backup procedures, failover protocols).

3. Budget & Resource Planning

• Provide input on service desk budget needs (e.g., tools, training, staffing).
• Assist in Capacity Monitoring (e.g., seasonal support demands, project-based workloads).

Technical & Behavioral Competencies

1. Service Now Tool Knowledge 

• Excellent knowledge on ServiceNow Tool
• Assist in SNOW Reportings and analysis.

2. Knowledge & Innovation

• Share best practices with agents to standardize support processes.
• Pilot new technologies (e.g., AI chatbots, self-service portals) to improve user experience.
• Stay informed about industry trends and recommend adoption.

3. Mentorship & Culture Building

• Mentor IT Service Desk team.
• Promote a culture of collaboration and continuous learning within the broader IT department.
• Represent the service desk in company-wide initiatives (e.g., employee onboarding, digital transformation).

Specific Qualifications (if required)

ITIL V4 Certified

Skills Referential

Behavioural Skills: (Please select up to 4 skills)

Ability to collaborate / Teamwork

Decision Making

Communication skills - oral & written

Ability to deliver / Results driven

Transversal Skills: (Please select up to 5 skills)

Ability to understand, explain and support change

Analytical Ability

Ability to manage a project

Ability to inspire others & generate people's commitment

Ability to anticipate business / strategic evolution

Education Level: 

 Bachelor Degree or equivalent

Experience Level

At least 7 years

Other/Specific Qualifications (if required)