Windows Run L3

ISAP/ITS Windows RUN L3

**Who we are**

**Crédit Agricole Corporate and Investment Banking (Crédit Agricole **CIB) is the corporate and investment banking arm of Crédit Agricole Group, world’s 10th largest bank by total assets.

Our Singapore center **(“ISAP” or “Information Systems Asia Pacific”) **is the **2ndlargest IT setup (after Paris Head Office) for Crédit Agricole CIB's worldwide **business. We work daily with international branches located in 30 markets by:

- Envisioning and preparing the Bank’s futures information systems
- Partnering and supporting core banking flagships and transverse areas in their large scale development projects

This unique positioning empowers us to bring our core banking business a sustainable competitive advantage on the market.

We seek innovative and agile people sharing our mindset to support ambitious and forthcoming technological challenges.

**ISAP/ITS Department Overview**

ISAP IT Production Centre is an offshore delivery center managing IT Operations (RUN) for Europe and Asia. It constitutes one of two main hubs for CA-CIB IT production teams.

ISAP IT Production Centre is split in 4 departments covering the following aspects:

- Infrastructure Services
- Application Services & Operations
- Middleware Services
- End Users and Transverse Services

**Job Summary**

He/She will be a technical RUN expert for all Windows services in CA-CIB. As such, he/she will provide support and act as the last level of escalation point for all production support activities within the Windows team in Singapore. He/She is accountable for the overall health and stability of the technical solutions within his scope. He/She has to work effectively with technical peers such as architects, peer experts and project teams on technology road maps and projects. He/She will have control over the scope of technical activities, develop best practices, manage knowledge and ensure the necessary trainings are imparted to the team wherever applicable.

The Windows team operates the RUN activities and delivers projects for its infrastructure scope covering Windows 2012, Windows 2016, Windows 2019, Failover Cluster, Hyper-V, VMware, Altiris, and HPE DL, BL, Synergy, Simplivity series hardware.

**Job Detailed Description**

An Expert has a wide spectrum of responsibilities and actions.
- As an expert of his/her team, he/she _:

- 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 Windows 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 inWindows 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,
- 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.
- Legal and Regulatory responsibilities, he/she: _
- complies with all applicable legal, regulatory and internal Compliance requirements, including, but not limited to, the Singapore Compliance manual and Compliance policies and procedures as issued from time to time; Financial Security requirements, including, but not limited to, the prevention of Financial Crime and F