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L3 Infrastructure Support

Vacancy details

General information


About Crédit Agricole Corporate and Investment Bank (Crédit Agricole CIB)

Crédit Agricole CIB is the corporate and investment banking arm of Crédit 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.
Crédit 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.

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Job description

Business type

Types of Jobs - Information systems / IT Project management

Job title

L3 Infrastructure Support

Contract type

Fixed-Term Contract

Term (in months)


Management position


Job summary


In a challenging and multicultural environment, we seek a L3 Infrastructure Engineer to join our production support team.

Mission: L3 Infrastructure Support is responsible for ensuring the run of the technical components in their perimeter.
They will work on requests, changes and incidents based on clients’ tickets, using the documentation and procedures from their perimeter and refining those documents and procedures based on best practices and changes in technologies.
They are expected to work on on-call support out of business hours, based on rotations defined within the team as well as to oversee/lead planned activities during a few week-ends each year (DRP, Major Upgrades etc.)

Main responsibilities

You will mainly be responsible for:

•          Performing all run activities in respect of CA-CIB process, ensuring :
–         SLA and priorities are respected
–         CA-CIB process are fully followed (change, incident, problem management) and assists in refining and identifying improvements
–         Troubleshooting is performed and they drive and delivers root cause analysis for any high severity issue
–         Serves as Technical lead for New Projects impacting assigned service
–         Engages with technical peers, Service managers, Architects and project teams on technology roadmap and projects,
–         Facilitates transformation projects and suggest future directions for new areas of improvement and change,
–         Supports new technologies and leverages them to provide consistency of service across streams,
–         Manage service improvements for all services supported throughout the organization,
–         provides technical direction, supports services both proactively and reactively to maintain the availability and reliability of system infrastructure in accordance to the SLA,
–         Reviews technology changes to identify potential risks,
•          Handling escalation on actions from Production Engineers (incident, request, change)
–         Takes appropriate action, in line with the severity of an incident or escalation and takes ownership of P1/P0 incidents, providing a lead role for the service and coordinating the work of L1/L2 engineers within the team in resolving those incidents.
–         Escalates when necessary to their Service Manager
–         Ensures collaboration between all teams
•          Continuous improvement of service
–         Propose improvement and solution to reduce repetitive tasks
–         focuses on automation and optimum use of the team to improve efficiency
•          Managing knowledge within the team
–         Shares their knowledge with other team members and actively supports technical skill development of L1/L2 Engineers
–         Liaise with other teams to acquire more knowledge
–         Ensures that Knowledge database is regularly updated
–         Animates the team to encourage collaboration and sharing of best practic

Position location

Geographical area

Asia, Singapore



Candidate criteria

Minimal education level

Bachelor Degree / BSc Degree or equivalent

Academic qualification / Speciality

Related education

Level of minimal experience

6-10 years


The position requires a minimum of 5 years of relevant experiences as in infrastructure support or development role.

Required skills

-No functional skills required. Experience in a banking environment is a plus.
-ITIL fundations
-Language : English fluent
-Proactive mindset
-Flexibility and commitment

Technical skills required

-Theoretical and hands-on knowledge of the core technologies in the scope of the team
-Overall understanding of IT infrastructure environment with strong fundamentals on most core technologies (Unix, Windows, Network, Database, Storage and Backup, Web Servers)
-Knowledge and experience with automation tools and frameworks would be a plus