Service Manager

**ISAP/ITS Department Overview**

ISAP IT Production Centre is an offshore delivery center managing IT Operations (RUN) for Paris, London and Asia. With over 280 people, it constitutes the primary hub for Credit Agricole-CIB IT production teams. This setup was built 10 years ago and is operated in partnership with a Service Provider.

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

- INFRA: core infrastructure (NSO, SSO)
- Middleware: middleware production services and Data services
- EUS: End User and transversal services

**NSO Network**
- Heading the production support and operations of the Banks Network (LAN, MAN, WAN, Network Services, etc.). The team in Singapore is responsible for day-to-day operational services of the Banks Global WAN and sites located throughout the world.
- The team works primarily within a Paris time window and this role will be focused on Paris working hours (2pm to 11pm SGT) but with shared escalation duties and rotation with the SM (Network) Security
- The operation service covers the following technical scope:

- Global WAN Routing
- Local MAN
- Office LAN
- DC network routing, switching, and content delivery
- Remote site VPN
- Regional WAN
- The SM Network Team shares some staff/duties with the SM (Network) Security and the 2 SM’s report to the Head of Section NSO
- The service includes, but is not limited to, incident management (fault investigation, resolution escalations of all monitoring alerts and user initiated problem calls) and request management, but also global projects like End of Life, New Builds, migrations and upgrades etc., participation in global Infra events (like Power down and DR Tests).
- This role will also include managing L0/L1/L2/L3 activities which involve direct relationships with end users and L3 activities (architecture, design, project management, etc.).
- The staff in Singapore are split across direct contract, permanent and our partnered provider. The role will involve vendor relation management.
- Managing budget (once a year) and forecast (monthly).

**Position**

The role will report hierarchically to the Head of Section - Network & Network Security Operations ISAP Singapore. He / She will have to ensure that their team provides a good level of service and is also responsible for handling the expertise in the team. His/her main missions consist of:

- Provide oversight to all Network activities to ensure maximum performance, efficiency, and availability.
- Serve as point of escalation on major incidents (Shared responsibility with SM Security)
- Provide effective engagement with technical peer, Service managers, Architect and project teams on technology roadmap and projects.

**Responsibilities**

He / She is responsible for:

- Ensuring the IT Production activities regarding his/her perimeter are performed correctly by the team, complying with defined norms, standards, processes and procedures.
- Defined KPI is met on a day-to-day basis for Incident, problem, change management etc.
- Managing their budget (once a year) and forecast (monthly).
- Monitoring and pushing for improvements in the team’s productivity.
- Having a smooth relationship with Partners, Vendors and other teams
- Ensuring continuous improvement activities are driven in the run team.
- Coaching and development of partner resources to meet the objectives.
- Maintaining good relation amongst peers and ensuring best practice are shared transversally across technologies.
- Must be available and able to drive/manage any complex or high severity incidents that occur within the scope of their role.
- Engagement in Projects and project deliveries.
- Drive and Deliver Root cause for any high severity issues.
- Focus on automation and optimum use of the team to improve efficiency.
- Responsible for providing direction, proactive and reactive support services to maintain the availability and reliability of systems infrastructure in accordance to the SLA

**Secondary duties**:

- Other duties may be assigned

**Requirements**:

- Minimum 6~10 years of Infrastructure Technical experience (Networks) preferably in a financial sector.
- In-depth knowledge of Network Systems both Software/Hardware (ACI, Legacy, Cisco, Arista etc.)
- Working knowledge of Network Security Standards/Products and Network Security Services (Firewall, IPS, Proxy, Loadbalancer, VPN, etc.)
- Must be able to work Paris business hours and to attend calls post working hours whenever required
- Customer service oriented, able to work in a dynamic and fast paced environment
- Excellent communication, interpersonal and logical skills
- Must be self-motivated and should demonstrate keen attention to detail and possess the ability to work autonomously