Junior Support Analyst

About BNP Paribas India Solutions

BNP Paribas India Solutions was set up in 2005 as a wholly owned subsidiary of BNP Paribas SA, the European Union’s leading bank with an international presence. With delivery centres in Bengaluru, Chennai and Mumbai, it operates as a 24x7 global delivery hub. The India team supports three business lines for the Group: Corporate and Institutional Banking, Investment Solutions, and Retail Banking. Backed by more than 10,000 employees, the organisation focuses on innovation, growth, and delivering best-in-class support and solutions.

About BNP Paribas Group

BNP Paribas is a major banking group in the European Union and a prominent player in international banking. It operates across 65 countries and has nearly 185,000 employees, including more than 145,000 in Europe. The Group has strong positions across three core areas: Commercial, Personal Banking & Services; Investment & Protection Services; and Corporate & Institutional Banking. Its integrated model helps individuals, associations, entrepreneurs, SMEs, corporates, and institutional clients achieve their goals through financing, investment, savings, and protection solutions. The bank has domestic markets in Belgium, France, Italy, and Luxembourg, and continues to expand its integrated model across parts of the Mediterranean, Turkey, and Eastern Europe. It also has a strong footprint in the Americas and a fast-growing presence in Asia-Pacific. BNP Paribas follows a corporate social responsibility approach across its operations to support a sustainable future while maintaining performance and stability.

Commitment to Diversity and Inclusion

BNP Paribas is committed to building an inclusive workplace where diversity is valued and every employee can contribute authentically. The organisation does not tolerate discrimination or harassment of any kind and promotes equal opportunity regardless of gender, gender identity, sex, sexual orientation, ethnicity, race, colour, national origin, age, religion, social status, mental or physical disability, veteran status, or other similar factors. The company believes that inclusive teams are essential to serving clients and communities effectively.

About the Team

The CIB2S CTO Office – Business Services team covers several ITIL disciplines, including Incident, Problem, Change, Request Management, and Service Transition.

Role Overview

This position is accountable for the IT Major Incident Management function across all CIB2S applications. The selected professional will serve as the main point of contact for business teams during major incidents and as a reference for incident management matters. The role involves coordination with two other regional centres to ensure true follow-the-sun support for IT incidents.

The job calls for strong communication, the ability to build relationships across IT teams, and a solid understanding of ITIL incident management practices. Hands-on exposure to major incident or crisis management is important, along with a proactive mindset and a strong sense of ownership. The role also requires familiarity with related ITIL processes and the confidence to engage with senior stakeholders using clear, timely, and concise communication. Staying composed in high-pressure situations is essential.

Responsibilities

• Handle incidents efficiently and in line with established procedures, balancing speed, cost, and effectiveness.
• Serve as the escalation contact for major incidents that are not resolved within agreed service levels.
• Lead crisis situations through to closure with clear spoken and written updates.
• Maintain objectivity when coordinating between teams and making decisions.
• Oversee post-incident follow-up work, including reviews and preparation of incident reports for the business.
• Build productive working relationships with local and global teams.
• Work with user communities to meet support and service expectations.
• Run service improvement discussions with users across different locations.
• Follow departmental policies, processes, and standards at all times.
• Support daily, monthly, and quarterly reporting, including key performance and risk indicators.
• Share knowledge and practical experience with team members and the wider IT function when needed.
• Facilitate process-awareness sessions to strengthen the team’s visibility across the organisation.
• Help improve the Major Incident Management process and related procedures.

Requirements

• Proven experience in major incident management, ideally in the financial services sector.
• Strong service delivery orientation with a focus on quality outcomes.
• Customer-centric approach to work.
• Ability to stay composed and adapt under pressure.
• Strong judgement and decision-making capability.
• Clear verbal and written communication skills.
• Self-motivated, proactive, and willing to share best practices and improvement ideas.
• Interest in innovation and continuous improvement.
• Ability to learn quickly.
• Team-oriented mindset.
• ITIL Foundation certification is preferred.
• Working knowledge of a broad set of ITIL-based processes.
• Experience in banking or financial services will be an advantage.

Education and Experience

A bachelor’s degree or an equivalent qualification is required. The position is suitable for a beginner-level professional.

Additional Information

Department: CIB2S APS

Business line / function: CIB2S

Direct reports: Nil

Directorship / registration: NA

Location: Chennai, India

Job family: IT Major Incident Manager – Team Member

Skills

Communication, stakeholder coordination, incident management, ITIL process knowledge, crisis handling, problem solving, decision-making, teamwork, critical thinking, reporting, process improvement.