ITSM Manager(Ref 56105)

at  CRDIT AGRICOLE CIB

Job description

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.

MINIMAL EDUCATION LEVEL

Bachelor Degree / BSc Degree or equivalent

ACADEMIC QUALIFICATION / SPECIALITY

degree and above in relevant discipline

LEVEL OF MINIMAL EXPERIENCE

11 years and more

REQUIRED SKILLS

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)

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.