Who we are
Crédit Agricole Corporate and Investment Banking (Credit Agricole-CIB) is the CIB arm of Crédit Agricole Group, world’s 11th largest bank by total assets.
Our Singapore center is one of the 3 main IT Hubs for CA-CIB's worldwide business. We work daily with international branches located in 33 countries 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.
Summary of Position
In a challenging and multicultural environment, we seek a senior ITSM Manager to join the control tower section.
• The ITSM Manager is assigned to lead and improve the Incident, Problem, Configuration and Service Quality of IT Production Services in the bank. A key component of this role is to ensure consistency and control over the management of major processes.
• The ITSM Manager has overall responsibility for enforcing proper execution of the process.
• He is accountable for the process improvements and training of teams. He is also responsible to identify gaps in the process and engage all the Service Operations teams for improvements.
• ITSM Manager is also responsible for creation of periodic and on-demand reports for the senior management.
Main Responsibilities
Incident Management
• End to end ownership of the Major Incident with the aim to minimize the time to restore.
• Ensure the IM team coordinates with all support engineers involved in the troubleshooting with the possibility to involve other support groups.
• Ensure a systematic process is followed for all Major Incidents from opening to closure.
• Ensure that Incident Managers assess Incident complexity and decide to apply the Crisis Management process if required: trigger and liaise with the Crisis Manager to manage communication with and escalation to Executive management.
• Track incident progress to resolution and responsible for communicating progress to higher management and transverse relevant teams. Prepare clear and concise comms and publish them based on the priority of the incident.
• Facilitate exchanges between the relevant support staff through setting up ad-hoc Conference Bridge / Business Chat groups and / or direct contacts. In particular, ensure diagnosis, action plans and key initiatives are shared with the relevant parties across technical towers and geographies.
• Drive discussions to a pragmatic outcome in a reasonable timeframe in order to ensure the key decisions are taken on time or escalated to higher management. As a last resort, responsible for choosing between resolution solutions, or escalating in case of disagreement between technical teams and after assessing all impacts with relevant stakeholders (Experts, Managers and / or Business line IT)
• Ensure consistency of the incident documentation / references across all systems.
Problem Management
• Ensure that the Problem Manager plays a pivotal role in building a problem management procedure for the support teams to follow.
• Ensure that there is a clearly defined RACI, different root cause investigation methodologies are promoted and support teams are trained on the problem management process & procedures
• Enforce proper execution of the process
• Oversee all the KPIs and have management meetings to review opportunities for improvement.
• Provide recommendations for process development, monitoring reports and performance measurements
• Coach teams on analytical and systematic approach to problem solving.
Configuration Management
• Ensure administration and execution of the configuration management process and ensuring CMDB data integrity.
• Ensure that the Configuration Analyst is working closely with other technology teams to define, update, and monitor Configuration Items (CIs)
• Leverage business knowledge and technical expertise to participate in business process improvements and engage in demonstrations, present value propositions, and proof of concepts
• Oversees configuration audits on a regular basis, identifying records with incorrect or outdated information, and coordinating with CI owners to remediate data inaccuracies.
• Monitor health of the CMDB, recommending process, design, or operational updates to reduce time and cost requirements for CMDB upkeep and improve overall data quality
• Automation – Work with RUN/Build team to automate feeds and CI fields
Run Quality
• Work with different teams such as the Permanent Control to track and ensure an efficient implementation of General Inspection recommendations for internal and external audit
• Work with Permanent Control for Annual Risk Assessment
• Oversee and follow-up on Audit recommendations by collaborating with ISAP and relevant parties (CACIB, CAGIP and RPC teams)
• Ensure all flash card of cosmos are reviewed for accuracy with clear documentation of execution steps
• Ensure all transverse cosmos controls with Control Tower ownership are submitted on time with requisite evidence.
• Ensure team compliance to process through periodic audits (e.g. Change Management and Service Request) and facilitate team in identifying areas of improvement
• Ensure implementation and regular review of quality process and framework with ISAP Senior management
• Work with different teams to ensure that all documentation is up-to-date and validated by all parties
• Ensure evolution of Knowledge Management audit with periodic review with Service Managers
• Participate and represent ISAP in the Run/process review governance with Head office Paris.
• Facilitate team on usage of Knowledge Management wiki know-how
• In partnership with the Process Owners, ensure a good adherence with all ITSM Processes and with associated Service Level Agreements.
• Audit quality KPIs periodically to ensure compliance to policy and standards
• Ensure team compliance and mandatory participation for Quiz
• Support transformational activities and Service Improvement for ITIL processes in ServiceNow
• Understand and articulate in practical usage terms the relationship between Change, Incident, Problem and Request, in order to recommend workflows and service improvements across the processes
• Provide guidance and direction to RUN staff on day-to-day process support activities (e.g. Service Request and Change Management.)
• Ensure efficient and effective integration between assigned process areas and other related ITSM process areas (e.g. Service Request, Change, Configuration Management, etc.)
• Provide best-practice guidance to all teams around effective utilization of ITSM processes
• Ensure efficient usage of machine learning to identify trends and drive automation opportunities
• Data driven initiatives for automation of Service Requests
• Oversee and execute ITSM projects and related initiatives with little to no supervision
Skills sought
Soft Skills
• Leadership 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 with experience in IT Support and Service Management
• Reactivity and ability to solve problems by using different methods
• Ability to learn and adapt and to be proactive
• Ability to work simultaneously with different profiles (technical/functional, medium/top management, etc.)
• Ability to work under pressure
Requirement
• Infrastructure or Application support hands on experience of 8-10 years is mandatory
• Overall IT experience: 15 Years +
• Crisis Management
• IT Literacy: Knowledge of IT Ecosystem & Operations Background with experience in IT for Capital Market and Corporate Banking to the extent of knowing Front office to back office application flow
• Having knowledge about monitoring tools and scheduling jobs would be plus
• Good understanding of transversal technologies (SAN, Unix, Windows, Network, DBA, CTRL-M, MQ)
• Technologies and/or Applications background with ability to grasp impact and interdependencies
• Willing to work in a shift (between 8:30 am - 1 am SGT)
