Service Management Lead

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.

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 specialised 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

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.

About Business Line/Function

Corporate and Institutional Banking or CIB Business line consists of multiple mtier's like Global Markets, Global Banking, Securities Services and Client Engagement and protection each dealing with a specific set of Banking Business function. Application Production Support or APS is an important vertical of CIB that deals with keeping the CIB businesses up and running in production and various transformational activities across domains.

Job Title

CEP APS Application Production / Service Management lead

Date

08-Nov-2024

Department

CIB IT Production

Location:

ISPL - MUMBAI

Business Line / Function

Client Engagement and Protection APS

Reports To

(Direct)

Grade

(if applicable)

Number Of Direct Reports

N/A

Directorship / Registration

NA

Position Purpose

The ideal candidate has a strong background in IT service management, a deep understanding of production support process with background of ITIL framework and SixSigma methodologies.

The position requires high level of accountability, project management skills and ability to communicate effectively with technical and non-technical stakeholders.

Responsibilities

• Monitor and manage service metrics, reporting regularly on service health, incident trends, performance against SLAs using ITIL framework.
• Oversee end to end management of production support and ensuring availability and performance with SLAs.
• Drive and address recurring issues, driving long term improvements through root cases analysis and preventive measures.
• Chair Change control board meetings, coordinate with release and development teams to assess the impact of upcoming changes and plan for required with respective teams.
• Develop and implement process improvements to enhance service quality, response times and effectiveness using six sigma methodologies.
• Regularly review and refine standard operating procedures for Incident, Problem and Change Management.
• Understand and implement resourcing utilization across the team i.e. allocated and used by defining appropriate baselines and measures against it.
• Lead in identifying obsolescence management i.e. infrastructure hygiene / vulnerabilities and ensure that its closed by closely partnering with broader teams.
• Establish strong relationship with internal teams i.e. development, infrastructure and other teams across the organization.
• Train and mentor junior support members, providing guidance and sharing best practices.
• Foster a culture of continuous improvement by promoting best practices and encouraging employee involvement in improvement activities.
• Define a continuous improvement plan with clear actions and associated efficiencies and their impact on the organization .
  
  

Technical & Behavioral Competencies

Preferred Skills

• Ability to work independently and take initiative.
• Strong organizational skills and attention to details.
• Experience in Change Management and process optimization.
• Ability to influence and motivate others to achieve continuous improvement goals.
• Experience in project management.
  
  

Specific Qualifications (if Required)

• Proven experience in IT application production support and continuous improvement roles.
• Strong knowledge of Lean SixSigma methodologies and ITIL framework.
• Excellent analytical and problem-solving skills.
• Strong project management skills with the ability to lead and manage multiple projects simultaneously.
• Effective communication and interpersonal skills with the ability to work collaboratively with cross-functional teams.
• Proficiency in using continuous improvement tools and software.
• Certification in Lean SixSigma (Green Belt or Black Belt) and ITIL is a plus.
  
  

Benefits

• Competitive salary and benefits package.
• Opportunities for professional development and growth.
• Collaborative and supportive work environment.