Job Title: Incident Manager

Department: Arval IT/Production/CTO Office

About Business line/Function: ARVAL Service Lease

Arval is a car renting company with Services, for professional entities and more recently, opened to retail market. Serving 30 countries worldwide with the goal of being the best in class both for customer satisfaction and innovation (Partnership, new technologies, etc.)

Arval IT is the IT department of the company.  The IT Production Tribe is a key component of the Arval IT department, focusing on several critical areas to support the company's operations. This tribe is structured into 4 domains:

·       Production security domain: Manage the security on Production: Security Monitoring, Advanced Malware Protection, Secure network, Secure Hosting, Security Data Warehouse / Dashboards, DLP Technical, Service Design Validation, Privileged Access Control, Vulnerability Management, Production Security project management, Production Resilience

·       Application Production domain: This domain operates daily over 200 business applications that make up Arval's information system. The main goal is to ensure the smooth functioning and support of these applications, addressing any issues that arise and implementing improvements as needed.

·       Infrastructure Domain: Manage, Deploy and support Arval infrastructure hosted in BNPP Datacenter. Define and Enrich Infrastructure service catalog, anticipate infrastructure capacity planning and integrate security and compliance requirements. The infrastructure domain consists of 4 teams: Network, Digital Working, Windows, Storage & Virtualisation

·       Technical Office Domain: contributes to the preparation and validation of Project Architecture Overview (PAO), drives obsolescence, manage Production Cloud competency center and provide technology expertise (ExaCC, Secure Transport…).

Position Purpose: 

BNP Paribas is looking for well organized, dynamic, and highly motivated individuals for the role of Incident Manager for Arval IT Production. 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 the scope. The individual should have good understanding of the APS process and IT Production ecosystem like IT Infrastructure, APS, Tech Office 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.

Responsibilities:

Direct Responsibilities

·       Responsible for driving, orchestrate and co-ordinate during the Incident.

·       Broadcasting periodic updates/communication.

·       Logging and reporting.

·       Executive Summary post resolution.

·       Starting the technical Bridge

·       Initiate the Management Bridge

·       Engage various key parties to the incident,

·       Meeting scribe

·       Vigilant monitoring and follow-up with relevant parties to gather information etc.

Contributing Responsibilities

·       Review and improvise the Incident Management process as per ITIL guidelines.

·       Be able to produce the trend analysis and data graphs for top unstable applications.

·       Planning and formulating of the crisis management policies for different Métiers.

·       Simulate crisis scenario for critical applications, record the findings and suggest improvement plans.

Technical Competencies

·       Mandatory: 5+ years of IT experience with at least 4 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 (Autosys, Service Now, Everbridge), terminologies and teams pertaining to the production environments.

·       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 Technical skills required for this role:

·       Graduate/Postgraduate

·       5+ years of IT experience with at least 4 years of handson in Incident Manager role for business-critical application stack.

Behavioral Skills

Language:

English: Intermediate 

Essential Skills:

·       Collaboration in a multicultural environment (1 week per month compulsory)

·       Client-oriented

·       Thoroughness and accuracy

·       Analytical ability

·       Teamwork

·       Adaptability

Desirable Skills:

·       Creativity and innovation

·       Reporting ability

·       Learning capacity

Skills Referential (Required knowledge, skills and abilities)

Transversal Skills:

·       Ability to understand, explain and support change

·       Ability to develop others & improve their skills

·       Ability to set up relevant performance indicators

·       Analytical Ability

·       Ability to develop and leverage networks

Behavioral Skills: 

·       Ability to collaborate / Teamwork

·       Attention to detail / rigor

·       Client focused

·       Creativity & Innovation / Problem solving

Education Level: Bachelor’s degree or equivalent

Location: Bengaluru/Chennai

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, corporate 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.

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.

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. 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.