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Service Lead - Application Services


Vacancy details

General information

Entity

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

Crédit Agricole CIB is the corporate and investment banking arm of Credit Agricole Group, the 12th largest banking group worldwide in terms of tier 1 capital (The Banker, July 2020). Nearly 8,400 employees across Europe, the Americas, Asia-Pacific, the Middle East and 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.


For more information, please visit www.ca-cib.com

Twitter: https://twitter.com/ca_cib
LinkedIn: https://www.linkedin.com/company/credit-agricole-cib/
  

Reference

2021-54376  

Publication date

27/02/2021

Job description

Business type

Types of Jobs - Information systems / IT Project management

Job title

Service Lead - Application Services

Contract type

Permanent Contract

Job summary

Position

The Service Lead is mainly 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.

Main responsibilities

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.

–         ITS ITIL process is 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 (AS, Infra, Network, Build….)

–         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

–         Promote automation / Innovation

•          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, major incidents 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 / Documentations 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

•          Respect priorities and short/long term tasks given by Service Manager.

•          Regular feedback with Service Manager are key role.

 

Position localisation

Geographical area

Asia, Singapore

City

Singapour

Candidate criteria

Minimal education level

Bachelor Degree / BSc Degree or equivalent

Academic qualification / Speciality

Related education certificate

Level of minimal experience

3-5 years

Experience

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

Working Hours and Shift Organization

• Service Lead is expected to work in shifted time to be able to be onsite at the time its clients (in Paris generally) are working. Expected timings would be 2pm to 11pm Sgp time
• Few times a year, Service Lead will be required to coordinate major events (DRP or other) on site during weekends.
• Service Lead might be escalated during non-office hours on his professional / personal phone.

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

• 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

Languages

English