Head of Device Support Team BNP Paribas (#MITP)

May 28, 2024

Head of Device Support Team BNP Paribas (#MITP)


  • Permanent
  • ES-Madrid-Madrid
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The BNP Paribas Group is organized around two main activities: Retail Banking and Corporate & Institutional Banking (CIB). 

The IT production has two main entities ITGP and ITO, with a main governance lead by ITGP. 

ITGP Digital Working 

ITGP Digital Working is responsible to provide IT Services to our clients ensuring a Digital Market evolution, in a secured and performant environment, and with a reliable quality. This function includes Infrastructures (Active Directory, Messaging, Instant Messaging, Desktop …) as well as elements of the Global Services organization. 

I.                                Context and Role Summary

The Mobile Device Support (MDS) process relies on different operators including the Mobile Device Incident Operator to provide timely information to users and deliver the requested services as defined by the product owner and according to the rules and regulations of BNP Paribas.

He is also responsible for several production activities (server installation, upgrade and sanitary maintenance, mobile application deployment).

Having the activities coordinated by the Device Support Global L2Team Leader, the MDS will focus on user satisfaction and service excellence to bring the highest quality of digital asset delivery to the Company.

II.                             Position Key Accountabilities

·         Respond to users sollicitations directly or through escalation

·         Analyse customer case for correct qualification and logging through all established channels,

·         Advise on best practice for users and ensure compliance with the company’s policies.

·         Continual improvement of procedures, knowledge bases, tools and reports within the managed perimeter.

·         Deliver requested services as part of deployment/transformation projects.

I.                                Professional Skills, Abilities and Experience


·         Experience in administrative actions

o    Solve incidents with Android & IOS knowledges and the company documentation

o    Collect details context before any escalation to next support level

o    Provide detail description on incident resolution

o    Identify possible improvement in current KBA or documentation

o    Make sure to maintain macOS knowledge and expertise

o    Share knowledge with other team members

·         Technical Skills

o    Microsoft Office 365 environment

o    Microsoft Active Directory

o    In Tune

o    Android & IOS

o    Linux and Windows Servers

·         Basic Knowledge that could be a plus

o    SecurID management knowledge

o    Network (LAN, Proxy, FW, VPN, Load-balancer)

II.                             Personal Attributes

·         Excellent user communication skills

·         Mature, independent, well organized with excellent communication skills (written, spoken, presentations)

·         Exposed to multi-cultural environment and able to work as part of a Global team.

·         Quick thinker and good decision-maker

·         Analytical, detail-oriented, and self-motivated

·         Customer minded.

III.                          Languages & Qualifications

All candidates must have a working proficiency in English. The minimum level of competency is a B2 level on the Common European Framework of Reference for languages (CEFR)

Basic French competence is optional and considered a plus.

IV.                          Others

·         On Site Services: From 08:00 to 19:00

·         No On Call Services

• Training programs, career plans and internal mobility opportunities, national and international thanks to our presence in different countries.
• Diversity and Inclusion Committee that ensures an inclusive work environment. In recent years, several employee communities have been created to organize diversity and inclusion awareness actions (PRIDE, We Generations and MixCity).
• Corporate volunteering program (1 Million Hours 2 Help) in which employees can dedicate time out of their working hours to volunteer activities.
• Flexible compensation plan
• Hybrid telecommuting model (50%)
• 31 vacation days
Diversity and Inclusion commitment
BNP Paribas Group in Spain is an equal opportunity employer and proud to provide equal employment opportunity to all job seekers. We are actively committed to ensuring that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity/paternity, race, religion or belief, sex or sexual orientation. Equity and diversity are at the core of our recruitment policy because we believe that they foster creativity and efficiency, which in turn increase performance and productivity. We strive to reflect the society we live in, while keeping with the image of our clients.

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