Job Title: Incidents & Problems Coordinator

Department: CIB Banking IT CTO Office

About Business line/Function: Banking IT / CTO Office

Within the BNPP CIB organization, Banking IT is the line of business that brings together the Financing, Payments – Cash Management, and Banking Platform activities.

The production team (ITO ‑ Production APS) of Banking IT manages the IT production of all applications in this scope worldwide.

This organization is the result of the merger of several teams from different backgrounds: ITG, CIB.

Consequently, the maturity, structure, and autonomy of the teams are highly heterogeneous.

CIB Banking IT CTO Office is part of the CIB Banking IT organization. The service is divided by portfolios that respectively recover their specific activities (ITIL topics here). The CTO Office service reports to the CTO (Chief Technology officer) of CIB Banking IT and mainly works with relevant APS (Application Production Support) worldwide teams & in interaction also with control towers & other IT teams.

Position Purpose





The role will report hierarchically to Head ISPL CTO Office and for Banking APS and functionally to the Global ITIL Lead in the central CTO Office.

Responsibilities

Direct Responsibilities

• Daily Monitoring of incidents & problems, with IT Production teams (Run, BAU)
• Regular reviews with APS teams (process compliance & data quality)
• Reporting on KPIs for Steering Committees
• Animation of trainings to end users for ITIL valuable practices, in compliance with BNPP Group Standards

Contributing Responsibilities

• Proposition of improvements
• Maintenance of documentations

Technical & Behavioral Competencies

• MS Office (Excel PowerPoint, Word, Teams...)
• ServiceNow (at least Incident & Problems Management)
• SharePoint
• SQL Queries
• JIRA

Specific Qualifications

• Prior experience in similar domain.

Technical Skills

Skills Referential (Required knowledge, skills and abilities)

•
• Advanced Excel
• PowerBI

Behavioral

📌 CTO Office (Mumbai)
🏢 BNP Paribas
📍 Mumbai