Job Title: GSS Incident Manager

Department: CIB ITO - IT I&P; - Production Control Tower

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

BNP Paribas is looking for well organized, dynamic, and highly motivated individuals for the role of Incident Manager for GSS under the CIB ITO 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 CIB.



The individual should have positive understanding of the APS process and CIB ecosystem like Global Markets, Global Banking 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 to-drive, 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 dat

📌 GSS - Incident Manager (Chennai)
🏢 BNP Paribas
📍 Chennai