Global Support Head - CREDIT AGRICOLE CORPORATE AND INVESTMENT BANK

Roles & Responsibilities

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.

Position

As GLS Head , will be heading Global Support Head(GLS) is transversal section which provides support for around 80 applications spreading across APAC & EMEA region.

Core functions of GLS comprises of following :

Run Control Tower : The Run Control Tower is the gatekeeper for Production stability & quality as well as Support Practices across CBI Subdomains

CBI Support : Core Banking, Structured Finance and TRADE FINANCE.

TBS Support : Channel Optim.net, India payment system GPS Montran, IEDPMS, OLC Suite, Supply Chain Finance, Swift Alliance (SAA), and Flex. This do includes Level 0 support for a variety of applications as part of CMT.

The solutions are built and supported in Paris and in Singapore.

Scope of Work

As an GLS Head, your primary responsibility is to ensures the smooth, reliable, and secure operation of Coorporate & Transaction banking applications, managing incidents, problems, and knowledge, while collaborating with various teams to maintain high performance and resolve issues efficiently.

Key Responsibilities :

Act as a point of escalation for high-priority incidents, ensuring timely and effective resolution of issues impacting production applications.

Identify root causes of recurring issues and implement preventative measures to minimize future disruptions.

Maintain and update knowledge base documentation to facilitate efficient problem resolution and knowledge transfer.

Continuously monitor the performance and availability of applications, proactively identifying potential issues before they impact users.

Manage and mentor a team of support analyst, ensuring they have the necessary skills and resources to perform their duties effectively.

Maintain clear and consistent communication with stakeholders, including developers, business users, and other IT teams, regarding incidents, outages, and planned maintenance activities.

Identify opportunities to improve application support processes and procedures, contributing to a more reliable and efficient production environment.

Work closely with development, infrastructure, and other support teams to ensure seamless application deployments and ongoing support.

Facilitate regular client working groups on production topics and ensure effective communication and resolution of incidents

Required Skills

Experience

Tell employers what skills you have

Team Collaboration

Process Improvement

Application Monitoring

Supply Chain

Knowledge Management

Investment Banking

Network Optimization

GPS

Application Support Management

Team Leadership

Problem Management

HIPAA

Supply Management

Delivery Management

Incident Management

Structured Finance