Application Support Analyst

Application Support Analyst

Singaporeans only

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 Application Support Analyst, it’s a L1 & L2 role for Global Support. You will be involved with Incident communication, Problem follow-up, and transversal coordination of key initiatives to provide support for both the Asian and European Regions.

This position is part of a support team for Cash & Corporate Banking applications. They are deployed across the ASIA & EMEA in multiple entities which targets to:

• Payments, domestic and cross border
• Financing
• General Ledger
• Accounting
• Financial reporting for local regulator or Head Office
• Trade Finance
• Loan Management
• Channels

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

Scope of Work

• Manages user requests & incidents in a timely manner

- Prioritizes user requests based on their urgency, criticality, and context. Ensures all incidents are investigated and followed up in case of third-party/vendor involvement, communication, and pushes for resolution including workaround identification.

- Ensures adequate and efficient communications toward users, senior management, and other IT stakeholders during the incident management process (major or minor).

• Ensures daily support tasks

- Ensures sanity checks are performed (morning, evening) and on-call duty.

- Contributes to change requests, urgent data modifications, and INTPRODs executions.

- Escalates issues if necessary, but remains the main point of contact for the user.

• Pushes for sustainable resolutions and sustains knowledge management

- In case of incident, ensures root cause is properly identified and remediation actions defined and prioritized (Problem Management).

- Contributes to major incident reports and post-mortems when required.

- In case of recurrent requests/incidents, pushes for the creation of a Feature Development/bugfix or automation.

- Keeps the support documentation up-to-date.

• Acts as the IT Run preferred communication channel with all stakeholders

- Contributes to major events (BCP, Disaster recovery, Production interventions, etc.) synchronizing with other support engineers, users, and CAGIP stakeholders.

- May extend activities to complementary tasks like Testing or BA if part of the squad.

• Incident communication
• Problem follow-up
• Transversal coordination of key initiatives
• Must have skills as a good communicator who can translate technical issues into simple language that is understandable and relatable to Business and Operations.

Required Skills

• Solution-oriented, business-focused with a mindset to constantly improve production quality and stability.
• Have basic technical skills e.g. SQL, Unix, Microservices, CI/CD tools, etc.
• Excellent analytical skills.
• Ability to multitask and manage stress while maintaining empathy for end users.
• Exposure to Monitoring tools & Automation.
• Good communicator and have managed Operations & Business.
• Problem-solving mindset with orientation towards continuous improvement.
• Functional knowledge of similar kinds.

Experience

• The candidate should have rich banking experience in handling business and operations users.