STA Incident Manager

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 Solviums 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: 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 (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
• 5+ years of IT experience with at least 4 years of hands on in Incident Manager role for business-critical application stack.

Other/Specific Qualifications (if required)

• English accent must be easy to understand for French people