Service Manager Application Services
6 days ago
Description du poste
**The position**
- He/She manages a local team of L2 and L3 production engineers.
- The Service is assisted by a Service Lead.
- He/She is based in Singapore but works according to Paris windows of service.
**Main Responsibilities**
**The Service Manager is accountable for his business lines for**:
- Performing all run activities in respect of process, ensuring
- Respect of the SLA (changes, incidents, requests)
- Appropriate reaction, in line the severity of an incident or escalation.
- ITS ITIL processes are dully followed (change, incident, problem management).
- The team activity is properly planned in advance (especially for out of business hours activities)
- Handling escalation on actions from Production Engineers (incident, request, change)
- Escalates to management if needed
- Ensure the Knowledge is shared within the team
- Enable coordination with other team and especially ITS ISAP and CAGIP SOCLES
- Continuous improvement of service provided by Production Engineer
- Enable and encourage Improvement from the team.
- Propose continuous improvement for current activity, organization and process
- Foster automation and DEVOPS spirit
- Managing knowledge in coordination with AS community
- Ensures Production Engineers are in line with the skill matrix
- Controls that Knowledge database is updated
- Driving the most complex operations & ensures they are well prepared by Production Engineers (involvement on DRP test, WIP, etc ).
- Recurrent incident
- Respect of SLA
- Follows and reports on project tasks delegated to ISAP-ITS-APS-AS (planning, staffing )
- Manages the turnover of Production Engineers: sourcing, training
- Controls timesheets for his perimeter (RUN and PROJECTS) and on-call activity (time spent )
- Updates shift schedule on weekly basis
- Proposes initiatives to improve efficiency of production Engineer
- Controls and improves ratio of activity (request tickets) transferred to Level 1 or automated
**As a member of ISAP/ITS, he/she**:
- facilitates collaboration and spread of information from and to the team,
- participates to the department’s activities including brainstorming, team building and other team or transversal actions,
- fosters innovation mindset,
- contributes to ISAP/ITS global branding and communication
- Contribute actively to transverses initiatives-
- Niveau d'étude minimum
Bac + 3 / L3
- Formation / Spécialisation
Bachelor and above in relevant discipline
**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**Experience**- Infrastructure or Application support hands on experience of 5-10 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
- Niveau d'expérience minimum
6 - 10 ans
- Entreprise Crédit Agricole CIB
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