Storage/Backup Service Manager

2 weeks ago


Singapur, Singapore Crédit Agricole CIB Full time

Description du poste

Job Detailed Description
A Service Manager has a wide spectrum of responsibilities and actions.
As a Service Manager of his/her team, he/she:

ensures the IT Production activities in his/her perimeter are rightly performed by his/her team complying with defined norms, standards, processes and procedures, is responsible to meet defined KPIs for Request, Incident, Change, Problem and Knowledge Management, assigns technical tasks and manages delegation for technical issues, animates the team to encourage collaboration and sharing of best practices, has a role in supporting technical skills development and provides training when required. supports new technologies and leverages them to provide consistency of service across streams, manages service improvements for all SAN & Backup services supported throughout the organization, documents, reviews, maintains and shares relevant technical information to the team. provides technical direction, supports services both proactively and reactively to maintain the availability and reliability of system infrastructure in accordance to the SLA, implements and develops improvements based on LEAN-CA-CIB best practices, focuses on automation and optimum use of the team to improve efficiency, drives and delivers root cause for any high severity issue, reviews technology changes to identify potential risks, is responsible for problem management and resolution.

As an experienced professional in SAN & Backup Services, he/she:

supports his/her team during diagnosis when technical issues rise in his/her scope of expertise, is aware of the global IT structure so that he/she anticipates interrelationships within the organization, engages with technical peer, Service Managers, Architect and project teams on technology roadmap and projects, facilitates transformation projects and suggest future directions for new areas of improvement and change, guarantees the production readiness and license to operate of new projects and solutions, is available and able to drive technically, any complex or high severity incidents that occur within the scope of their role, actively engages to understand new technologies and technology trends and reviews them with a view to incorporating them into CACIB operations, actively assist in identifying the most technical skilled candidates for open roles, technically coach and develop partner resources to improve quality and productivity, defines the technical skillset required to support CA-CIB technologies.

As the escalation point of contact for Clients, he/she:

manages the daily relationship with Clients including planning, requests clarification, risks mitigation and service quality.

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