Job Description

Cr\xc3\xa9dit Agricole CIB is the corporate and investment banking arm of Cr\xc3\xa9dit Agricole Group, the 10th largest banking group worldwide in terms of balance sheet size (The Banker, July 2022).
8,600 employees in more than 30 countries across Europe, the Americas, Asia-Pacific, the Middle-East and North Africa, support the Bank\'s clients, meeting their financial needs throughout the world.
Cr\xc3\xa9dit Agricole CIB offers its large corporate and institutional clients a range of products and services in capital market activities, investment banking, structured finance, commercial banking and international trade.
The Bank is a pioneer in the area of climate finance, and is currently a market leader in this segment with a complete offer for all its clients.

For more information, please visit www.ca-cib.com

Twitter: https://twitter.com/ca_cib
LinkedIn: https://www.linkedin.com/company/credit-agricole-cib/

Reference 2023-79313

Publication date 23/05/2023

Job description

Business type

Types of Jobs - IT, Digital et Data

Job title

Head of Team DEC Global Support

Contract type

Permanent Contract

Management position

Yes

Job summary

Mission: The DEC Global Support team ensures the reliable and uninterrupted functioning of application scope across various organizational domains by providing efficient and effective technical support services in a timely manner. The team strives to exceed customer expectations by proactively identifying and resolving issues, optimizing application performance, and continuously improving support processes.

As the Head of the Application Support team, you will provide leadership, planning, prioritization, scheduling, reporting, and effective execution of application maintenance and support services. You will lead and drive production incident and problem management processes, maintain end-user client relationships, respond to both critical and routine application support requests, and coordinate with application, infrastructure teams, or vendors as required. In your role, you will manage the team to achieve the mission of high-quality service delivery and customer satisfaction.

Main responsibilities

• Manage and supervise a team of application support executives to provide high-quality technical support services to users across various organizational domains.
• Ensure that the team is delivering excellent customer service by exceeding user expectations and providing timely and effective problem resolution.
• Act as the incident manager for the ticketing system, overseeing the incident management process and ensuring that incidents are properly categorized, prioritized, and resolved within agreed SLAs.

Manage the day-to-day work activities of the team, including timelines, user experience, and prioritizing and allocating workflow. * Foster a positive team culture by providing coaching and development, promoting collaboration and cross-functional training, and ensuring that team members have the necessary resources and support to excel in their roles.

• Maintain and update technical documents and procedures to ensure that the team is following best practices and keeping up with changing technologies and processes.
• Collaborate with other teams across the organization, including infrastructure, development, and security, to ensure that applications and services are working effectively and efficiently.
• Use innovation and analytical skills to generate viable options and develop solutions to diverse workplace issues, taking responsibility for outcomes and driving continuous improvement.
• Budget management: managing and reporting on budgets for application support and maintenance activities.

Qualifications and Profile

• This position requires a minimum of 10+ years of relevant experience in software development and/or application support in an enterprise-level organization, preferably in the financial industry
• A Bachelor\'s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD) in Computer Science, Information Technology, or a related field is required.

Position location

Geographical area

Asia, Singapore

City

Singapour

Candidate criteria

Minimal education level

Bachelor Degree / BSc Degree or equivalent

Academic qualification / Speciality

A Bachelor\'s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD) in Computer Science, Information Technology, or a related field is required.

Level of minimal experience

6-10 years

Experience

Mandatory Role related Skills

• Technical expertise: Strong technical knowledge and experience with enterprise-wide complex information systems, multi-domain environments, and service management frameworks (such as ITIL).
• Leadership skills: Demonstrated ability to lead and manage a team of technical professionals, provide coaching, development, and foster a positive team culture.
• Communication skills: Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with key stakeholders across the organization.
• Problem-solving skills: Strong problem-solving and analytical skills, with the ability to think creatively and identify practical solutions to complex technical issues.
• Time management and organizational skills: Ability to manage multiple priorities, deadlines, and stakeholders, with a focus on delivering high-quality results.
• Incident management: Experience in managing incident tickets and ensuring that service requests and incident ticket SLAs are met.

Process improvement: Ability to identify opportunities for continuous improvement and develop and implement process improvements to increase efficiency and effectiveness. * Training and knowledge sharing: Experience in implementing cross-functional training and knowledge sharing among team members.

• Change management: Strong understanding of change management and ensuring that changes to applications and systems are made in a controlled and consistent manner

Required skills

• Foster a positive team culture by providing coaching and development, promoting collaboration and cross-functional training, and ensuring that team members have the necessary resources and support to excel in their roles.
• Maintain and update technical documents and procedures to ensure that the team is following best practices and keeping up with changing technologies and processes.
• Collaborate with other teams across the organization, including infrastructure, development, and security, to ensure that applications and services are working effectively and efficiently.
• Use innovation and analytical skills to generate viable options and develop solutions to diverse workplace issues, taking responsibility for outcomes and driving continuous improvement.
• Budget management: managing and reporting on budgets for application support and maintenance activities.

Nice to have

• Vendor management: Experience in managing relationships with third-party vendors and service providers.
• Cloud technology: Familiarity with cloud-based technologies and experience in managing cloud-based applications.
• Project management: Experience in managing projects related to application support, such as system upgrades or migrations.
• Security and compliance: Familiarity with security and compliance requirements for enterprise applications and systems.

Technical skills required

Mandatory Soft Skills and Mind-set

• Proactive style of working
• Strong analytical and problem solving skills
• Strong communication (written, and verbal) and organizational skills
• Ability to multi-task and work independently with minimal supervision
• Strong perseverance, diligence towards attaining goals and effective time management

Cr\xc3\xa9dit Agricole