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 specialized 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:

Within BNP Paribas, STA is responsible for providing secure and stable IT production environments, ensuring the continuity of business operations and supporting the development of innovative solutions.

STA is part of BNP Paribas Group IT and is responsible for delivering high-quality IT services, leveraging advanced technologies to drive efficiency and excellence. We support critical business functions, enabling our customers, partners, and employees to achieve their goals. Beyond the technical aspects, being a key player in the IT landscape brings real opportunities for growth and development to our teams, who contribute daily to the success of our organization.

Job Title:

Incident Manager

Date:

15 -10-2025

Department:

STA Stability & Resilience

Location:

Mumbai

Business Line / Function:

ITGP

Reports to:

(Direct)

Grade: 

(if applicable)

(Functional)

Number of Direct Reports:

NA

Directorship / Registration:

NA

Position Purpose

BNP Paribas is looking for well organized, dynamic, and highly motivated individuals for the role of Incident Manager for STA under the ITGP Production area. The role will require excellent Incident Management skills and very high level of communication skills (both written and verbal) and thorough understanding of support functions and ITIL processes. Responsible for overseeing the resolution of IT incidents within All BNPP Production Major incidents. The individual should have good understanding of process and  BNPP Group ecosystem like CIB, PF, Cardif.. etc. The position will help Production teams to concentrate on the resolution by leveraging on the dedicated team for the communication and coordination activities during crisis situations.

There are also meetings to prepare about major incidents and best practices to share.

Also the GCT Incident Manager will have to train people to use a specific tool “Solvium” and manage the follow-up.

Responsibilities:

The active role for Incident Manager kicks in as soon as any critical incident or a crisis situation is identified or is notified by the Control Tower Community about such situation. Should be able to coordinate all activities through multiple ticketing and Incident Management tools like service now and in house dashboards/ tools. Coordinate with multiple impacted users and resolution teams to gather the relevant information like time of issue, impacted applications/ hardware, business impact, resolution teams, current progress and ETA of fix. Considering the criticality of the issue will have to take decision to start a digital Situation Room and get the relevant resolution groups at a common place to speed up the recovery. Will also be in-charge of the management bridge. While coordinating with the teams should ensure that the ticket is regularly updated in the system for further records and references. Will be responsible for the timely closure of the incident with appropriate information and clear categories and time lines. The same should be communicated to the Management, users and relevant stakeholders.

The incident manager will prepare and lead a daily production incident meeting with all entities Control Tower in order to review all major incidents, share what was wrong, best practices, remind process, and improvement suggests.

Last activity about Incident Management tool used by all Incident Manager and technical teams involved during crisis named “Solvium”. We have to train Group people, then certify their work in order to give them authorization to use Solvium. Then there is follow-up files to update. 

Direct Responsibilities

·       Detect all app/infra P1 and P2 and be sure it is well managed by OCT

·       Prevent and detect any out of process actions on Incident Management

·       Logging and reporting P1/P2 incidents for our IT Prod Daily meeting meeting.

·       Engage or escalate various key parties missing to the Cross major incidents 

·       Meeting scribe and Tmap updates on major Cross incident or in support of OCT

·       Train and support people to use Solvium’s tools and manage the certifications and follow-up.

Contributing Responsibilities

·       Contribute to drive, orchestrate and co-ordinate during Major Cross Incident.

• Suggest solutions, teams to onboard, any help during major incident investigations,.
• Be able to produce the trend analysis and data graphs for top unstable applications.

Technical & Behavioral Competencies

Technical Competencies

• Mandatory: 8+ years of IT experience with at least 5 years of hands on in Incident Manager role.
• Mandatory: Excellent Incident Management Skillset
• Mandatory: Good knowledge of Microsoft office tools 
• Mandatory: Good understanding of ITIL concepts and terminologies.
• Mandatory: Should be well aware of the tools (Service Now, Tableau Dataviz, MS Office)
• ITIL V4 Foundation Certified.

Behavioral Competencies

• Enthusiastic to work in challenging environment.
• Excellent communication and convincing skills (Verbal & Written).
• Dynamic approach to cater to different situations and applications based on business chains.
• Should have experience in working in an extended team across geographies

Specific Qualifications (if required)

• Graduate/Post Graduate 

·       8+ years of IT experience with at least 5 years of hands on in Incident Manager role for business-critical application stack.

Skills Referential

Behavioural Skills: (Please select up to 4 skills)

Decision Making

Communication skills - oral & written

Client focused

Ability to deliver / Results driven

Transversal Skills: (Please select up to 5 skills)

Ability to manage / facilitate a meeting, seminar, committee, training…

Analytical Ability

Ability to inspire others & generate people's commitment

Ability to set up relevant performance indicators

Education Level: 

 Bachelor Degree or equivalent

Experience Level

At least 7 years

Other/Specific Qualifications (if required)

English accent must be easy to understand for French people