Job Title: Assistant Vice President – Transversal Infrastructure Incident Manager

Department: CIB ITO - Production - Domain - Control Tower - Global Support Services

About Business line/Function: 

GSS – Global Support Services is a forward-looking Digital Command Center equipped to provide following “Support as a Services”: Primary services will include 24*7 Monitoring of production health in terms of End²End chains, event based Monitoring, incident classification/communication/escalation, Crisis & major incident management, predictive & trend analysis. GSS will also comprise of engineering team actively focusing on automating non-applicative redundant manual tasks & processes governed at CIB ITO production level.

Position Purpose: 

The Transversal Infrastructure Incident Manager is accountable for end-to-end coordination of transversal infrastructure incidents for the APAC region including those originating globally that impact Asia Pacific, ensuring effective early coordination, reminding escalation alignment, and driving high-quality post-incident reviews.

The role provides leadership, structure, and governance across the incident lifecycle, focusing on process effectiveness, decision quality, and continuous improvement, while preserving existing technical recovery ownership and escalation authority.

Responsibilities:

Direct Responsibilities

1. Incident Coordination Leadership

o   Lead coordination for complex or cross-domain infrastructure incidents in a regulated environment

o   Ensure early coordination practices are applied consistently and proportionately

o   Maintain a consolidated, end-to-end view of incident status, impact, risks, and dependencies

o   Provide guidance to coordination and support resources during incidents, particularly under time pressure

2. Escalation & Communication Support

o   Consolidate technical and impact information to support incident priority classification and escalation decisions

o   Ensure senior stakeholders receive timely, accurate, and consistent information for transversal infrastructure incidents

o   Support incident handling in line with banking operational risk and resilience expectations

o   Act as the single point of contact during prolonged or high-impact incidents

3. Post-Incident Review Ownership

o   Lead post-incident reviews for major transversal infrastructure incidents

o   Ensure post-incident outputs support audit, risk, and regulatory review requirements

4. Process Ownership & Continuous Improvement

o   Own and maintain the incident coordination operating model

o   Identify recurring issues, coordination gaps, and potential risks 

o   Refine coordination guidance and practices based on operational experience

o   Promote consistent incident handling behaviors aligned with banking control standards

5. Coaching & Enablement

o   Coach and support incident coordination resources

o   Support maturity improvement across support and infrastructure teams.

 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 & Behavioral Competencies

Technical:

• Strong analytical and problem-solving skills
• Proficient in using incident and problem management software
• Knowledge of data analytics tools and techniques
• Strong technical knowledge on IT infrastructure
• Understanding of governance frameworks and risk management principles
• Familiarity with industry best practices and regulatory requirements.

Behavioral:

• Excellent communication and stakeholder management
• Strong facilitation and coordination skills
• Ability to synthesise complex technical and business information quickly
• Calm, structured approach under pressure
• Proactive, performance driven and results oriented
• Ability to work under pressure and manage multiple tasks simultaneously.
• Excellent organizational and time management skills
• Strong attention to detail and commitment to quality
• Ability to work collaboratively with cross-functional teams. 

Specific Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related disciplines
• 12 - 13+ years experience in IT incident management or operations coordination with proven track record working within banking, financial services or other highly regulated, mission-critical environments
• Certifications such as ITIL (Information Technology Infrastructure Library) or similar are preferred
• Experience in handling incidents with business, regulatory, or customer impact
• Experience in leading post-incident reviews in a controlled, audit-aware environment
• Familiarity with industry-specific regulations and compliance requirements

Skills Referential (Required knowledge, skills and abilities)

Technical Skills:

• ITIL (Incident Management)
• Dynatrace
• ServiceNow
• AI (LLM)

Behavioral Skills: 

• Decision Making 
• Communication skills - oral & written 
• Ability to collaborate / Teamwork 
• Ability to deliver / Results driven

Education Level: Bachelor Degree or equivalent

Location: Mumbai

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.

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.