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 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
- Providing premium In-house Banking applications
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
The scope of technologies encompasses core infrastructures (Systems, Storage, Network and Security), end user services (Citrix, VDI, and communication services), and applications and associated infrastructure (middleware platforms such as Database, Control-M, MQ, CFT, SharePoint).
Job Summary
- He/She will be a service delivery technical manager for all SAN & Backup services in CA-CIB. As such, he/she is accountable for his/her team to operate & deliver a good level of RUN services to stakeholders & partners and for the technology expertise in his/her scope.
- He/she will provide support and act as the last level of escalation point for all production support activities within the SAN & Backup team in Singapore. He/She is accountable for the overall health and stability of the technical solutions within his/her scope. He/She has to effectively work 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 14-member SAN & Backup team operates the RUN activities and delivers projects for its infrastructure scope covering HPE XP8, XP7 High-End Storages, HPE Primera, 3PAR 8400 Mid-Tier Storages, Dell EMC ISILON, Brocade FC fabrics, synchronous cross-site replication, and Backup platform running Dell EMC Networker and HPE StoreOnce VTL.
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.
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 Fraud including reporting obligations to the Money Laundering Reporting Officer.
- maintains appropriate knowledge to ensure to be fully qualified to undertake the role.
- completes all mandatory training as required to attain and maintain competence.
Job Specific Environment and/or Organization
- Fluent in English written and spoken
- Working hours primarily to cover Europe business hours
- On-call support can be expected on a rotational basis (weekdays and weekends)
Candidate Profile
Mandatory track record
- Minimum 8-10 years of experience in managing SAN & Backup environment with about 3-5 years of experience in managing a RUN service delivery team of similar scope.
- A Bachelors/Engineering graduate.
- Subject matter expert on technologies – HPE High-End and Mid-Tier Storages, Dell EMC ISILON, Brocade FC fabrics, synchronous cross-site replication.
- Knowledge and working experiences on Backup platform running Dell EMC Networker will be advantageous.
- Well versed with Scripting and Automation (Ansible, Python, Bash).
- Excellent communication, interpersonal and logical skills.
- Customer service oriented and a strong team player.
- Ability to work under pressure and a commitment to solving issues.
- French language proficiency would be seen as an advantage.
