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Service Manager - CASA Application Services(Ref 36281)


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 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.


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

2021-61040  

Update date

10/10/2021

Job description

Business type

Types of Jobs - Information systems / IT Project management

Job title

Service Manager - CASA Application Services(Ref 36281)

Contract type

Permanent Contract

Expected start date

07/12/2021

Management position

Yes

Job summary

The position
The service manager is responsible for day-to-day applications production support activities for the business line.
He/ She manages a local team of L2 and L3 production engineers
The Service Manager is assisted by a Service Lead
He /She is based in Singapore but works according to Paris windows of service

Main Responsibilities
The Service Manager is accountable the business lines for:
• Performing all run activities in respect of CASA 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

Technical
• Minimum 12 years’ Experience with a wide range of software architectures, platforms and tools including: Service Oriented Architecture, Software as a Service, Web Services, Java, Portal technology, JavaScript, HTML.
• Deep CI/CD pipeline experience using tools such as Jenkins.
• Deep understanding of Infrastructure as code tools, such as Ansible (preferred), Chef, or Puppet.
• Experience with feature toggles.
• Source code management using tools.
• Experience in Application development.
• Able to advise development teams on cloud native application development Experience deploying applications to production using Docker.

• Open to Europe working hour

Position location

Geographical area

Asia, Singapore

City

Singapour

Candidate criteria

Minimal education level

Bachelor Degree / BSc Degree or equivalent

Academic qualification / Speciality

Bachelor in computer science/ information system 

Level of minimal experience

11 years and more