Job Description

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:


Risks and Improvement team perform an important transversal role by assisting Digital Platforms teams with their production activities. We help drive continuous improvements across all services, to comply with global policy requirements, ensure operational stability, follow IT security rules and established processes, oversee management of incidents and changes, and assist with all IT audits.


Our primary scope covers IT infrastructure, and we raise awareness of operational risks by working closely with our colleagues to understand their challenges, dependencies, and known issues.


Job Title:


APAC Risks & Improvement Service Reliability Engineer


Date:


June 2024


Department:


APAC Digital Platforms


Location:


Business Line / Function:


APAC CIB IT Production


Reports to:


(Direct)


Head of APAC Risks and Improvement


Grade:


(if applicable)


(Functional)


Number of Direct Reports:


None


Directorship / Registration


NA

POSITION PURPOSE
--------------------


Risks and Improvement team perform an important transversal role by assisting Digital Platforms teams with their production activities. We help drive continuous improvements across all services, to comply with global policy requirements, ensure operational stability, follow IT security rules and established processes, oversee management of incidents and changes, and assist with all IT audits.


Our primary scope covers IT infrastructure, and we raise awareness of operational risks by working closely with our colleagues to understand their challenges, dependencies, and known issues.



Annually we contribute or participate in several active audits and also help others to track and close previous audit actions. Our actions range from preparing for upcoming audits, advising teams for how to prepare themselves, work on audit requests for information, attending audit interviews, close audit findings, and report progress to senior management.



The role requires excellent verbal and written communication skills. Candidates must be able to engage with people at all levels of the organisation, summarise and write clearly to explain complex incidents or technical processes to a non-technical audience. They must skillfully speak with colleagues to influence them and have them adopt to new ways of working to drive improvement.



Having situational awareness, being able to apply years of acquired experience and knowledge, being always inquisitive and able to break down problems into constituent parts, applying logical thinking, and having creativity to produce new processes and devise practical ways to implement them, as well as measure and report on them - are all essential skills required to be successful in this role.



Do you have the tenacity to tackle problems no-one else is looking into ? Are you frequently able to recognize where gaps in processes exist ? Do you have the drive to reject poor quality and want to do something about it ? Are you able to influence others to join you ? Do you regard yourself to be extra-ordinary ? An "ethical disrupter" of sorts ? If the answer is yes to all of these questions, you should apply for this position.



Having a technical IT background may also help, as well as familiarity with IT Change Management, Incident Management, Problem Management, Obsolescence Management, Vulnerability Management, Agile and Lean methodologies. And all other ITIL processes.

Responsibilities


Includes but not limited to :

• Work with internal and external auditors, IT Service Owners, IT Security teams and Business Unit support teams, Managers to ensure Digital Platforms daily operations meet our integrity and service levels.
• Contribute or manage Digital Platforms post incident reviews.
• Contribute to change management process and ensure only quality changes are approved
• Interview, investigate and report on operational efficiency
• Assist to ensure APAC Digital Platforms BAU support is aligned with Global/Regional policies
• Use all available data to analyze and drive continuous improvement.
• Provide operational data, dashboards and reports that can be used by others to improve service quality
• Ensure Digital Platforms teams perform Asset Management processes
• Develop, maintain, and enhance IT reporting and analytics functions on a scheduled basis and support ad-hoc report requests
• Ensure that risks and issues related to Services are recorded, tracked, assessed and escalated as necessary. Help teams to take appropriate steps to mitigate those risks to successfully resolve in an agreed timeframe.
• Continuous Service Improvement activities also include :


o Presenting improvement recommendations to senior management


o Create and report on performance metrics for service delivery to identify areas requiring improvement


o Discuss with teams about their practices and processes to guide them on where to prioritise their improvements


o Help review internal processes to assist with service improvement initiatives

TECHNICAL & BEHAVIORAL COMPETENCIES
---------------------------------------

Required Knowledge/Experience/Skills :

• At least 5+ years' experience. Preferably with competences from an IT background.
• Practical experience working on IT Audits and participating in interviews, answering emails, etc..
• Must be familiar with Service Delivery processes in ITIL
• Must have experience working with cybersecurity teams and understanding and applying their policies to IT infrastructure systems
• Showing initiative, being proactive and navigating excuses and old habits to bring positive change. Always suggesting ideas and showing creativity to tackle problems with new solutions and applying them where they are most effective.
• Must have excellent written and verbal communication skills in English, as well as good presentation and documentation skills. You must have the ability to explain complex technical problems using plain English and adapt the conversation for your target audience - e.g. able to discuss an incident with a senior system engineer and then explain the issue to non-technical senior managers.
• Being highly organised and methodical, able to demonstrate a systematic and logical approach to problems, issues and incidents.
• Must have an enthusiastic "can do" attitude. Possess good time keeping skills and excellent attention to detail.
• Relishes taking ownership, being totally hands-on and comfortable directly interfacing with people at all levels of the organisation.
• Able to work both autonomously and as part of a team using strong analytical and data driven skills.
• Able to follow the bank's standards, processes and procedures.
• Familiarity on various ITIL concepts and can apply them effectively.
• Knowledge and experience using Microsoft PowerBI

Other "Nice to have" / Value-Added Competencies :

• Data Analytics skills such as SQL Query, Python scripting applied in a Data Analytics scope.
• Experience from a Data Analytics role or background as a Data Scientist.
• Working with IT auditors or possessing an IT Security background


Have knowledge and experience using Agile or Lean methodologies and/or has been part of DevOps teams.

SPECIFIC QUALIFICATIONS (IF REQUIRED)
-----------------------------------------


Graduate in any discipline or Bachelor in Information Technology

Skills Referential


Behavioural Skills: (Please select up to 4 skills)


Ability to collaborate / Teamwork


Creativity & Innovation / Problem solving


Ability to deliver / Results driven


Communication skills - oral & written


Transversal Skills: (Please select up to 5 skills)


Ability to manage a project


Ability to set up relevant performance indicators


Ability to anticipate business / strategic evolution


Ability to develop and adapt a process


Analytical Ability


Education Level:


Bachelor Degree or equivalent


Experience Level


At least 10 years

Other/Specific Qualifications (if required)