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Support Analyst

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

Support Analyst

Contract type

Fixed-Term Contract

Term (in months)


Management position


Job summary


The candidate will provide Level 1&2 support for the core banking ecosystem of the bank. The eco-system includes Applications related to Transaction Banking, Trade Finance, Financing, General Ledger, Accounting, and Financial reporting for local regulator or Head Office in Paris.

Main responsibilities:

· Manage and provide 1st and 2nd level of application support

· Manage trainings and improve/develop documentation/SOPs

· Participate in the Projects design and communicate on the requirements for better observability and high performance of the Production systems

· Provide functional and technical expertise Applications

- Requests management (users and others IT teams)

- Operations management

- Application monitoring

- Incident Management

- Problem Management

Main duties details:

Manage and provide 1st and 2nd level of application support

·        Manage and provide efficient 1st and 2nd level of application support.

·        Perform necessary analysis, troubleshoot or solve, and follow up incident, request, and problem raised by the customers and/or production in timely manner.

·        Escalate and follow up incident, request and problem to 3nd level support when needed as well as change request.

·        Perform health or regular check to ensure smooth running of application as well purging and archiving to achieve optimal performance.

·        Initiate and propose improvement when applicable on application performance as well as application monitoring and control.

·        Develop and maintain local development / modification.

·        Ensure application support activity conforming to existing procedures.

·        Perform pre & post health-checks after IT maintenance activities

·        Timely communication to stakeholders for priority incidents and also forecast the timeline (ETA)

·        Perform specific End Of Month ISIS(In-house developed) batch follow-ups

Secondary duties:

· Serving as backup when required

· Other duties may be assigned.

Shift Timings and Weekend:

· Person will have to work shift on rotational basis, shift timings will be 3 PM to 00:00

· Person will have to be on call (rotational Basis) and on weekend.

Position location

Geographical area

Asia, Singapore



Candidate criteria

Minimal education level

Bachelor Degree / BSc Degree or equivalent

Academic qualification / Speciality

Degree in relevant field

Level of minimal experience

3-5 years


·         Candidates should have min 3+ years’ experience in support activity.

Required skills

·         Careful observance of standards and processes

·         Excellent communication and interpersonal skills

·         Strong analytical or troubleshooting skills

·         Ability to work well under pressure

·         Autonomous, self-motivated and excellent team player

·         Strong perseverance and diligence towards attaining goals and effective time management

·         Self-starter and ambitious

Technical skills required

·         Candidates should have ITIL Knowledge.

·         Should be able to do

o   SLA & KPI management, Client communication & interaction

o   Predictive analysis, consulting, escalation management

o   Risk analysis and project execution

·         Knowledge in Capital Market FO/BO environment is an advantage

·         Strong knowledge in Configuration Management

·         Basics in XML, SQL, PL/SQL, MQ Series, CFT and Control-M should be clear

·         Knowledge of monitoring solution

·         Good knowledge Microsoft Office