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Service Manager - Application Services

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 Credit Agricole Group, the 12th largest banking group worldwide in terms of tier 1 capital (The Banker, July 2021). Nearly 8,600 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.

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Job description

Business type

Types of Jobs - Information systems / IT Project management

Job title

Service Manager - Application Services

Contract type

Permanent Contract

Job summary

The IT Production department (ITS) is in charge of IT Operations (RUN) for the Bank's IT infrastructure in Paris, which is the main IT hub, and to a lower extent other geographies such as London and Singapore.

The service manager is in responsible for day-to-day application production support activities for his business line.

He manages a local team of L2 and L3 production engineers

The Service 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 business lines for:

•          Performing all run activities in respect of the company 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 business line (production of the applications)

–         Ensures Production Engineers are in line with the skill matrix

–         Controls that Knowledge database is updated

•          Driving the most complex operations & ensures they are well prepared by Production Engineers (involvement on DRP test, WIP, etc…).

•          Controls quality of the RUN activities for all applications of his Business Line

–         Recurrent incident

–         Respect of SLA

•          Follows and reports on project tasks delegated to ISAP-ITS-APS-AS (planning, staffing…)

•          Manages the turnover of Production Engineers: sourcing, training

•          Controls timesheets for his perimeter (RUN and PROJECTS) and on-call activity (time spent…)

•          Updates shift schedule on weekly basis

•          Proposes initiatives to improve efficiency of production Engineer

•          Controls and improves ratio of activity (request tickets) transferred to Level 1 or automated

•          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 professional / personal phone.



Position location

Geographical area

Asia, Singapore



Candidate criteria

Minimal education level

Bachelor Degree / BSc Degree or equivalent

Academic qualification / Speciality

Degree in any related field

Level of minimal experience

6-10 years


•          Infrastructure or Application support hands on experience of 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

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