OFS Neo Incident Coordinator

Job Description

About BNP Paribas Group:

Worldwide, BNP Paribas has a presence in 74 countries with more than 190,000 employees. It has key positions in its three main activities: Domestic Markets and International Financial Services (whose retail-banking networks and financial services are covered by Retail Banking & Services) and Corporate & Institutional Banking, which serves two client franchises: corporate clients and institutional investors. In Asia Pacific, BNP Paribas is one of the best-positioned international financial institutions with an uninterrupted presence since 1860. Currently with over 15,000 employees* and a presence in 14 markets, it provides clients with product and service solutions tailored to their specific needs, and continues to develop its franchise in the region.

About BNP Paribas India Solutions

Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas Group, a leading bank in Europe with an international reach. With delivery centers located in Mumbai and Chennai, we are a 24x7 global delivery center. We collaborate various business lines of BNP Paribas such as Corporate and Institutional Banking, Wealth Management, Retail Banking through three verticals - Information Technology, Operations and Finance Shared Services.

About Business Line/Function

Under BNP Paribas IT Group, Finance & Risk Solution (F&RS) is the IT framework encompassing Projects & Systems of Finance and RISK functions, with a strong focus on efficiency, proximity, agility and time-to-market.

F&RS is a worldwide organizational model that will contribute to tackle major challenges of the Group’s transformation of today and tomorrow, building the best offering to the Finance and Risk Community through a progressive rotation to new technologies and best practices. The F&RS organization is the outcome of several convergences: between the Project & Systems teams of Group Finance, CIB Finance and RISK and their related IT teams.

F&RS is part of the IT Group organization (ITG in Europe and ITO overseas) with a threefold sponsorship by ITG, Finance and RISK (CIB-ITO; RISK Solutions and ITG-FIT).

Job Title

Associate / Sr. Associate

Date

27 June 2025

Department

IT Group – F&RS – BES (Connect)

Location:

Mumbai

Business Line / Function

IT Group

Reports To

(Direct)

Manager/AVP

Grade

(if applicable)

(Functional)

Manager/ AVP

Number Of Direct Reports

NA

Directorship / Registration

Position Purpose

As a part of F&RS, SoFRESH (Support On F&RS) team provides a worldwide support as the first point of contact for Finance application Stakeholders. Thanks to its multiple locations around the Globe, we provide steady support across time zones.

We define the Support level 1 rules to provide the most efficient user experience for current and new systems (Integrity control, Jurisdiction and incident management). We communicate and coordinate Finance Production topics.

We participate in the industrialization of the Group Finance departments promoting best practices and knowledge sharing and aligning tools, norms & methodologies. We rationalize finance production processes and reinforce controls within regional processing centers complying with the group policies.

Responsibilities

Main functions

The SoFRESH Fronting team acts as the Single Point of Contact for OFS & CIB finance end users from Account Payable tools to Reporting applications. Its activities mainly deal with the Jurisdiction, the Incident Management and the Data Integrity controls.

Main Functions

• Pillar 1 - Control Integrity and Data availability
• Pillar 2 - Administrate Finance Systems
• Pillar 3 - First level of Support for Incident and Request linked to Finance Systems
• Pillar 4 - Proactivity in communication
  
  

Requirements

The Incident Coordinator is responsible for managing and resolving incidents to minimize their impact on business operations. This role ensures that incidents are handled efficiently and effectively, restoring normal service operations as quickly as possible. The Incident Coordinator works closely with various teams to coordinate responses and implements continuous improvement measures to enhance incident management processes.

Qualification and occupational experience

• Bachelor’s degree in information technology, Computer Science, or a related field.
• 4-6 years of experience in Support
• Excellent communication, problem-solving, and teamwork skills. French will be appreciated
• Familiarity with incident management tools and software (e.g., ServiceNow)
  
  

Essential Specific Requirements

• Hands-on experience of financial systems’, interfaces and IT processes investigation
• Problem solving and action / change management oriented.
• Ability to work in team mode and support other colleagues in a changing perimeter.
• Knowledge of BNPP organization and business lines will also be appreciated
• Strong analytical skills and ability to get a general overview of situations and issues.
• Good organization skills and commitment to deliver.
• Ability to manage multiple responsibilities and duties (support on wide system scope)
• Excellent communication skills (written and verbal) and capability to work and interact with various people of different expertise.
• Experience in working in project mode, hands-on experience of systems migrations and management of PMO (project management office) would be a plus.
• Knowledge of financial accounting and management accounting processes, standards, controls and systems.
• Candidate must have to work in EMEA Shift depend on client requiremtn
• Also must work on weekend & Indian holidays depending on requirement.
  
  

Other Contributions

• Excellent communication skills in English (written and verbal) are mandatory. French will be an added advantage.
• Effective communication with all stakeholders, End-users & Technical team
  
  

Other Preferred Competencies (not Mandatory)

Not applicable

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