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Expert - Unified Communications Services

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

Management position


Job summary

An Expert has a wide spectrum of responsibilities and actions.

As the expert of the team, he/she:
• assigns the technical tasks and manages delegation for technical issues,
• animates the team to encourage collaboration and sharing of practices,
• has a role in supporting technical skill development,
• participates in recruitment process for the team if needed,
• manage service improvements for all Unified Communication Services supported throughout the organization,
• provide technical trainings and support through verbal or written communication for the team,
• responsible for providing technical direction, proactive and reactive support services to maintain the availability and reliability of system infrastructure in accordance to the SLA,
• focus on automation and optimum use of the team to improve efficiency,
• drive and deliver root cause for any high severity issue

As the manager of the scope of activity, he/she:
• Meets clients on a regular basis to discuss improvement plans, action plans, evolving threats and changing risks, and provide feedback on policies, standards, procedures, guidelines.
• The service includes, but is not limited to, incident management (fault investigation, resolution escalations of all monitoring alerts and user initiated problem calls/tickets) and request management, but also global projects like End of Life, New Builds, migrations and upgrades etc., participation in global Infra events (like Power down and DR Tests),
• Own and drive problem management,
• ensures an activity is performed in compliance with norms, standards, processes and procedures,
• focus and ensure to bring in more projects and work on projects for CA-CIB,
• act as a technical bridge between Paris and ISAP,
• ensures documentations are reviewed and approved on time,
• implements cross-functions activities including continuous improvement initiatives

As an experienced professional in Unified Communication Services, he/she:
• supports the team during diagnosis when technical issues rise in his/her scope of expertise,
• is aware of the global IT structure so that he/she anticipates interrelationships within the organization,
• manage L3 activities which involve direct relationships with end users and L3 activities like architecture, design, project management, etc.
• engage with technical peer, Service managers, Architect and project teams on technology roadmap and projects,
• has to monitor and push for improvements in the team's productivity,
• be available and able to drive, technically, any complex or high severity incidents that occur within the scope of their role,
• engage in Projects and project deliveries,
• drive and deliver root cause for any high severity issues,

As the first point of contact for the Service Provider, he/she:
• manages the daily relationship with the Service Provider and escalates when needed,
• technically coach and develop partner resources to improve productivity

Job location

Geographical area

Asia, Singapore



Candidate criteria

Minimal education level

Bachelor Degree / BSc Degree or equivalent

Academic qualification / Speciality

Bachelor degree or equivalent

Level of minimal experience

6-10 years


Minimum 8-10 years of experience in managing messaging environment with about 3-5 years of experience in financial institutes

Required skills

• Excellent communication, interpersonal and logical skills
• Customer service oriented
• Team player

Technical skills required

• Subject matter expert on mobile technologies such as AirWatch, GOOD and Blackberry
• Microsoft Exchange Server 2010 certified (or above)
• Microsoft Certified IT Professional Enterprise Messaging Administrator
• In depth hands on knowledge/experience on Windows technology, Lotus Notes, Skype/Lync and IronPort or any email gateway technologies.