Service Lead-application Services

**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 12th largest bank by total assets.

Our Singapore center (“ISAP” or “Information Systems Asia Pacific”) is the 2nd largest 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.

**Position**

As a Service Lead, you will mainly focus on ensuring the team adherence to the governance put in place with the client. You will be responsible for the top notch level of service delivered to the client.

You will develop an excellent macro view of CA-CIB information system and own excellent technical skills to help during major incident resolution as well as promote and contribute to Continuous Improvement

Based in Singapore, you will work according to Paris windows of service, under the Service manager of the business line.

**Main responsibilities**

The Service Lead is accountable for:

- Performing all run activities in respect of CA-CIB process, ensuring:

- The team respects the SLA (changes, incidents, requests)
- Appropriate reaction, in line with the severity of an incident or escalation.
- ITS ITIL process is dully followed (change, incident, problem management)
- Handling escalation on actions from Production Engineers Level 3 (incident, request, change)
- Enable coordination with other team (AS, Infra, Network, Build.)
- Create PSS post major incident and when improvement topic requires it
- Driving the most complex operations & ensures they are well prepared by Production Engineers (involvement on DRP test, WIP, major incidents etc ).
- Act as global coordinator during DRP / WIP / main events.
- Review of major releases roadmaps with the team
- Ensure post checks are documented, performed and report is shared
- Continuous improvement of service provided by Production Engineer L2 / L3
- Enable and encourage Improvement spirit within the team by being a role model on that topics
- Ensure the team has proper time slots to make the ongoing improvement
- Promote automation / Innovation
- Managing knowledge in coordination with Application Service community in Paris and London
- Proactively liaise with third party teams to bring trainings, documents, sharing session with ‘his’ own team.
- Controls that Knowledge database is regularly updated

By delegation from the Service manager, you will:

- Recurrent incident
- Respect of SLA
- Reports / Documentations are built with high quality
- Act as a Role model in term of mindset: CI and proactive enhancement
- Propose initiatives to improve efficiency of production Engineer L2 and ensure a continuous ‘up skilling’ of L2

**Qualifications and Profile**

**Experience**
- Infrastructure or Application support hands on experience of 4-6 years’ mandatory
- Understanding of transversal technologies (SAN, Unix, Windows, Network, DBA, scheduler, MQ, Ctrlm)
- Technologies and/or Applications background with ability to grasp impact and interdependencies

**Soft 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

**Working Hours and Shift Organization**
- You will be expected to work in shifted time to be able to be onsite at the time its clients (in Paris generally) are working. Expected timings would be 2pm to 11pm Sgp time
- Few times a year, you will be required to coordinate major events (DRP or other) on site during weekends.
- You also might be the point of escalation during non-office hours (on call)

We offer a competitive remuneration package, consistent with your qualifications and experience.