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AS - Service Lead

Vacancy details

General information


Crédit Agricole CIB is the corporate and investment banking arm of Credit Agricole Group, the 13th largest banking group worldwide in terms of tier 1 capital (The Banker, July 2018). Nearly 8,000 employees in 34 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. Crédit Agricole CIB offers its large corporate and institutional clients a range of products and services in capital markets 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.

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Reference number


Publication date


Job description

Business type

Types of Jobs - IT / Project Management

Contract type

Permanent Contract

Job summary


The Service Lead is manly focusing on ensuring the team is respecting the governance put in place with the client and that the level of service delivered to the client is as expected. He must have an excellent macro view of CA-CIB information system and good technical skills to be able to help during major incident resolution as well as promote and contribute to Continuous Improvement

He’s based in Singapore but works according to Paris windows of service, under the Service manager of his business line.


The Service Lead is accountable for :

Performing all run activities in respect of CA-CIB process, ensuring :

The team respects the SLA (changes, incidents, requests)
Appropriate reaction, in line with the severity of an incident or escalation.
CA-CIB process are dully followed (change, incident, problem management).
Handling escalation on actions from Production Engineers Level 3 (incident, request, change)

Escalates to management if needed
Check if Knowledge was shared within the team and perform filed sessions.
Enable coordination with other team and especially SILCA
Create PSS post major incident and when improvement topic requires it
Continuous improvement of service provided by Production Engineer L2 / L3

Enable and encourage Improvement spirit within the team by being a role model on that topics
Ensure the team has proper time slots to make the ongoing improvement
Managing knowledge in coordination with AS community in Paris and London

Trains Production Engineers on transferred activities for his business line (production of the applications)
Proactively liaise with third party teams to bring trainings, documents, sharing session with ‘his’ own team.
Controls that Knowledge database is regularly updated
Driving the most complex operations & ensures they are well prepared by Production Engineers (involvement on DRP test, WIP, etc…).

Act as global coordinator during DRP / WIP / main events.
Review of major releases roadmaps with the team
Ensure post checks are documented, performed and report is shared

By delegation from the Service manager:
Controls quality of the RUN activities for all applications of his Business Line

Recurrent incident
Respect of SLA
Reports are built with high quality
Role model in term of mindset : CI and proactive enhancement
Proposes initiatives to improve efficiency of production Engineer L2 and ensure a continuous ‘up skilling’ of L2



Job location

Geographical area

Asia, Singapore



Candidate criteria

Minimal education level

Bachelor Degree / BSc Degree or equivalent

Academic qualification / Speciality

Related field

Level of minimal experience

3-5 years


• Infrastructure or Application support hands on experience of 4-6 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

• French would definitely be a plus

Required 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

Technical skills required

Understanding of transversal technologies (SAN, Unix, Windows, Network, DBA, scheduler, MQ)
• Technologies and/or Applications background with ability to grasp impact and interdependencies