ITSM Coordinator - #1093294

Crédit Agricole Corporate and Investment Banking (Crédit Agricole CIB) is the corporate and investment banking arm of Crédit Agricole Group, world’s 12th 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,

The Department

Capital Markets IT (CMI) is the IT department within the bank focused on solutions related to Capital Markets. Capital Markets IT involves technology solutions and systems used in financial markets for trading, investment, and related activities. This includes electronic trading platforms, risk management systems, market risk, counterparty risk, algorithmic trading, data analytics, and Regulatory measures. The use of advanced technologies like cloud and artificial intelligence is also becoming increasingly prevalent in capital markets to enhance efficiency and decision-making processes.

Team & Position

We are seeking a talented ITSM Coordinator to join our dynamic Capital Market IT (CMI) department! “Run the bank” is the first mission of IT department. It involves many front-line IT professionals who understand the nature of business operations, timing of activities & data flowing through internal and external systems. They are continuously working with business users, infrastructure engineer and system managers.

The candidate will join the Singapore Capital Market ‘Run Control Tower’ team in charge of defining, controlling and spreading Best Practices for Run/Support teams working on application for capital market and ensure to create and manage controls for the RUN Teams.

This role is the GATEKEEPER for Production Stability and Quality as well as Support Practices across Capital Markets IT Globally.

Main Responsibilities

The candidate will be under the responsibility of the Run Control Tower in ISAP for Capital Markets IT. Candidate is expected to be a source of proposals and execution for improving the Run/ITSM practices of the support teams and quality management. The candidate is not expected to perform IT support activities, but he/she should have or should be able to acquire sufficient knowledge to fully understand the operational problems of IT support.

• Streamlining ITSM processes (Incident Management, Request Management, Problem Management, Change Management and practices across all teams
• Drafting & Reinforcing Best Practices to teams globally. Ensure the practices are Properly documented in knowledge base, shared and applied consistently across teams globally
• Drive and Animate Run Governance meetings with Purpose & Impact
• Creating, Analyzing & Reporting KPI’s on Production Quality and other Run Metrics
• Production monitoring and improvement for all Capital Markets IT support teams
• Development and monitoring of internal team tools (specially for Reporting)
• In charge of coordinating Major Incidents/Crisis impacting several teams
• Monitoring and Coordinating business continuity plan (BCP) by:

Being the Disaster Manager for CMI (DR contact)

Coordinate and participate in DRP’s 3-4 times a year

• Change Management:

Lead Change management in production by organizing CAB meetings

Management of emergency changes

Reporting of Changes for all teams

Improving the processes to ensure deliveries don’t lead to incidents

• Knowledge management by managing the repository of our Confluence-based documentation
• Monitoring the quality of production by:

Data quality management of activities (incidents, requests, problems, changes)

Reporting on support activities

The presentation of this data at different management levels

• Responsible for continuous improvement, he/she is responsible for:

Definition of maturity matrices on production activity

Assessment of how operational teams operate

• Monitoring of cross-functional projects impacting support activities - he/she is required to coordinate cross-functional projects: organizational and technical

Qualifications and Profile

Mandatory Technical skills/ Tooling Knowledge required

• Microsoft Excel (Advanced)
• Microsoft PowerPoint
• Power B.I/ Tableau
• Microsoft Excel (Macro)
• JIRA (Ticketing tool)
• Confluence

Nice to Have

• SQL
• Python
• Exposure to Capital Markets applications

Other Professional Skills and Mindset

• Significant theoretical and practical experience in IT support processes (ITIL).
• Significant experience in IT support activities in the capital markets environment
• Good Project Management Skills for transversal and cross functional initiatives
• Ability to communicate (excellent communication skills) and influence cross functional teams without direct reporting/authority
• Analytical Thinking – Ability to interpret data, identify patterns and suggest actionable improvements
• Ability to work with many contributors including management stakeholders
• Rigorous and methodical with a great capacity for adaptation and management of priorities
• Being a force for proposals on current solutions / processes / organization – Proactive and Self Starter

Experience & Education Requirements

• ITIL Advanced Level Certification
• Total Experience between 2 and 5 years with at least 2 years in Run Quality profile
• Project Management experience

Shift/Work Timings

General Shift (8.45am - 6.30pm SGT)

Flexibility Requirements:

• The role would occasionally require working on a weekend (3-4 times a year) for coordinating activities like BCP/DRP
• The role might also require working in Paris shift when all Paris team members are on leave; in order to provide support to Paris based users.

For fair employment practices, we are keen on Singaporeans ONLY. We offer a competitive remuneration package, consistent with qualifications and experience.

Interested applicants, please click on "APPLY"

Visit us on: http://www.ca-cib.com/