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.comTwitter: https://twitter.com/ca_cib
LinkedIn: https://www.linkedin.com/company/credit-agricole-cib/Working every day in the interest of society, our Group is committed to diversity and inclusion. To find out more on our Diversity Policy, click here: https://www.credit-agricole.com/en/pdfPreview/198689Reference 2024-87340Publication date 14/03/2024Job descriptionBusiness typeTypes of Jobs - IT, Digital et DataJob titleITSM Manager(Ref 56105)Contract typePermanent ContractJob summarySummary of Position
In a challenging and multicultural environment, we seek a senior ITSM Manager to join the control tower section.

• The ITSM Manager is assigned to lead and improve the Incident, Problem, Configuration and Service Quality of IT Production Services in the bank. A key component of this role is to ensure consistency and control over the management of major processes.
• The ITSM Manager has overall responsibility for enforcing proper execution of the process.
• He is accountable for the process improvements and training of teams. He is also responsible to identify gaps in the process and engage all the Service Operations teams for improvements.
• ITSM Manager is also responsible for creation of periodic and on-demand reports for the senior management.

Main Responsibilities
Incident Management

• End to end ownership of the Major Incident with the aim to minimize the time to restore.
• Ensure the IM team coordinates with all support engineers involved in the troubleshooting with the possibility to involve other support groups.
• Ensure a systematic process is followed for all Major Incidents from opening to closure.
• Ensure that Incident Managers assess Incident complexity and decide to apply the Crisis Management process if required: trigger and liaise with the Crisis Manager to manage communication with and escalation to Executive management.
• Track incident progress to resolution and responsible for communicating progress to higher management and transverse relevant teams. Prepare clear and concise comms and publish them based on the priority of the incident.
• Facilitate exchanges between the relevant support staff through setting up ad-hoc Conference Bridge / Business Chat groups and / or direct contacts. In particular, ensure diagnosis, action plans and key initiatives are shared with the relevant parties across technical towers and geographies.
• Drive discussions to a pragmatic outcome in a reasonable timeframe in order to ensure the key decisions are taken on time or escalated to higher management. As a last resort, responsible for choosing between resolution solutions, or escalating in case of disagreement between technical teams and after assessing all impacts with relevant stakeholders (Experts, Managers and / or Business line IT)
• Ensure consistency of the incident documentation / references across all systems.

Problem Management

• Ensure that the Problem Manager plays a pivotal role in building a problem management procedure for the support teams to follow.
• Ensure that there is a clearly defined RACI, different root cause investigation methodologies are promoted and support teams are trained on the problem management process & procedures
• Enforce proper execution of the process
• Oversee all the KPIs and have management meetings to review opportunities for improvement.
• Provide recommendations for process development, monitoring reports and performance measurements

Supplementary InformationConfiguration Management

• Ensure administration and execution of the configuration management process and ensuring CMDB data integrity.
• Ensure that the Configuration Analyst is working closely with other technology teams to define, update, and monitor Configuration Items (CIs)
• Leverage business knowledge and technical expertise to participate in business process improvements and engage in demonstrations, present value propositions, and proof of concepts
• Oversees configuration audits on a regular basis, identifying records with incorrect or outdated information, and coordinating with CI owners to remediate data inaccuracies.
• Monitor health of the CMDB, recommending process, design, or operational updates to reduce time and cost requirements for CMDB upkeep and improve overall data quality
• Automation - Work with RUN/Build team to automate feeds and CI fields

Run Quality

• Work with different teams such as the Permanent Control to track and ensure an efficient implementation of General Inspection recommendations for internal and external audit
• Work with Permanent Control for Annual Risk Assessment
• Oversee and follow-up on Audit recommendations by collaborating with ISAP and relevant parties (CACIB, CAGIP and RPC teams)
• Ensure all flash card of cosmos are reviewed for accuracy with clear documentation of execution steps
• Ensure all transverse cosmos controls with Control Tower ownership are submitted on time with requisite evidence.

Position locationGeographical areaAsia, SingaporeCitySingapourCandidate criteriaMinimal education levelBachelor Degree / BSc Degree or equivalentAcademic qualification / Specialitydegree and above in relevant disciplineLevel of minimal experience11 years and moreExperienceConfiguration Management

• Ensure administration and execution of the configuration management process and ensuring CMDB data integrity.
• Ensure that the Configuration Analyst is working closely with other technology teams to define, update, and monitor Configuration Items (CIs)
• Leverage business knowledge and technical expertise to participate in business process improvements and engage in demonstrations, present value propositions, and proof of concepts
• Oversees configuration audits on a regular basis, identifying records with incorrect or outdated information, and coordinating with CI owners to remediate data inaccuracies.
• Monitor health of the CMDB, recommending process, design, or operational updates to reduce time and cost requirements for CMDB upkeep and improve overall data quality
• Automation - Work with RUN/Build team to automate feeds and CI fields

Run Quality

• Work with different teams such as the Permanent Control to track and ensure an efficient implementation of General Inspection recommendations for internal and external audit
• Work with Permanent Control for Annual Risk Assessment
• Oversee and follow-up on Audit recommendations by collaborating with ISAP and relevant parties (CACIB, CAGIP and RPC teams)
• Ensure all flash card of cosmos are reviewed for accuracy with clear documentation of execution steps
• Ensure all transverse cosmos controls with Control Tower ownership are submitted on time with requisite evidence.

Required skillsSoft Skills

• Leadership with ability to do efficient multitasking

• Clear Verbal and writing Communication skills at multiple levels in an international context and should be able to follow organization process

• Client Oriented with Strong Relationship management with experience in IT Support and Service Management

• Reactivity and ability to solve problems by using different methods

• Ability to learn and adapt and to be proactive

• Ability to work simultaneously with different profiles (technical/functional, medium/top management, etc.)

• Ability to work under pressure

Requirement

• Infrastructure or Application support hands on experience of 8-10 years is mandatory

• Overall IT experience: 15 Years +

• Crisis Management

• IT Literacy: Knowledge of IT Ecosystem & Operations Background with experience in IT for Capital Market and Corporate Banking to the extent of knowing Front office to back office application flow

• Having knowledge about monitoring tools and scheduling jobs would be plus

• Good understanding of transversal technologies (SAN, Unix, Windows, Network, DBA, CTRL-M, MQ)

• Technologies and/or Applications background with ability to grasp impact and interdependencies

Cr\xc3\xa9dit Agricole