Job Description

CA-CIB - Information Systems Asia Pacific (ISAP),
Credit Agricole Corporate and Investment Banking (CA-CIB) is the CIB arm of Credit Agricole Group, world's 12th largest bank by total assets.

Our Singapore center, Information Systems Asia Pacific (ISAP), is one of the 3 main IT Hubs for CA-CIB's worldwide business with over 800 IT staffs covering Production and Application Development activities. We work daily with international branches located in 33 countries by supporting their IT solutions and envisioning and developing the Bank's futures information systems.
Within ISAP, the IT Production department (ITS) is in charge of IT Operations (RUN) for CACIB IT infrastructure in Paris, which is the main IT hub, and to a lower extent other geographies such as London and Singapore.
These activities cover the following technologies:Core Infrastructure: Network, Security, Systems (Windows, UNIX, Linux, Cloud), Storage and Backup
Middleware: Database (Oracle, SQL, Sybase, Postgre), Big Data and production tools (Control-M, MQSeries, CFT, Sharepoint, etc)
Workplace: User Access Infrastructure (Citrix, VDI, etc) and Unified Communication systems
Application and Operations: technical support of CACIB applications (Capital Market, Corporate Banking, Risk and Finance) and control tower (Incident Management, Quality)
Build activities, such as architecture, design and project management, are managed by Paris Infrastructure teams

The position
The service manager is responsible for day-to-day application production support activities for his/her business line.
He manages a local team of L2 and L3 production engineers.
The Service is assisted by a Service Lead.
He's based in Singapore but works according to Paris windows of service.

Main Responsibilities
The Service Manager is accountable for his/her business lines for:

• Performing all run activities in respect of CACIB process, ensuring

Respect of the SLA (changes, incidents, requests)
Appropriate reaction, in line the severity of an incident or escalation.
ITS ITIL processes are dully followed (change, incident, problem management).
The team activity is properly planned in advance (especially for out of business hours activities)

• Handling escalation on actions from Production Engineers (incident, request, change)

Escalates to management if needed
Ensure the Knowledge is shared within the team
Enable coordination with other team and especially ITS ISAP and CAGIP SOCLES

• Continuous improvement of service provided by Production Engineer

Enable and encourage Improvement from the team.
Propose continuous improvement for current activity, organization and process
Foster automation and DEVOPS spirit

• Managing knowledge in coordination with AS community

Trains Production Engineers on transferred activities for his/her business line (production of the applications)
Ensures Production Engineers are in line with the skill matrix
Controls that Knowledge database is updated

Position location

Geographical area

Asia, Singapore

City

Singapour

Candidate criteria

Minimal education level

Bachelor Degree / BSc Degree or equivalent

Academic qualification / Speciality

Bachelor and above

Level of minimal experience

6-10 years

Experience

Skills sought:
Soft Skills
Strong leadership abilities 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.
Ability to work simultaneously with different profiles (technical/functional, medium/top management, etc.)
Coordination and decision taking capabilities during crisis situations.
Ability to work under pressure

Experience
Infrastructure or Application support hands on experience of at least 5-10 years' mandatory
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 Understanding of transversal technologies (SAN, Unix, Windows, Network, DBA, scheduler, MQ, Ctrlm)
Technologies and/or Applications background with ability to grasp impact and interdependencies

Job specific environment and/or organization
English language
Working hours will match Europe business hours - 2pm to 11pm SGT (rotation in morning shift is possible based on duties).
Service Manager might be escalated during non-office hours on his/her professional / personal phone.
Legal and Regulatory Responsibilities
Comply with all applicable legal, regulatory and internal Compliance requirements, including, but not limited to, the Singapore Compliance manual and Compliance