Global Support Head

Credit Agricole Corporate And Investment Bank; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

A global banking institution in Singapore is seeking a GLS Head to oversee the support for approximately 80 applications across APAC and EMEA. The successful candidate will ensure incident resolution, process improvement, and effective team management. With at least 10 years of banking IT experience, this role demands excellent problem-solving abilities and strong leadership skills. The position offers a dynamic environment focused on technological challenges in corporate and transaction banking.

Qualifications

• Proven experience in IT banking operations.
• Ability to manage stress while maintaining empathy for users.
• Rich banking IT experience of 10+ years.

Responsibilities

• Act as a point of escalation for high-priority incidents.
• Identify root causes of recurring issues.
• Maintain and update knowledge base documentation.
• Continuously monitor performance and availability of applications.
• Manage and mentor a team of support analysts.
• Maintain clear communication with stakeholders.
• Identify opportunities to improve support processes.
• Work closely with other teams for seamless deployments.
• Facilitate client working groups on production topics.

Skills

Multi-tasking

Problem-Solving

Leadership

Communication

Analytical skills

Education

Bachelor’s degree in IT

Additional qualification in finance or banking

Tools

Banking software

Job description

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

• Incident Management: Act as a point of escalation for high-priority incidents, ensuring timely and effective resolution of issues impacting production applications.
• Problem Management: Identify root causes of recurring issues and implement preventative measures to minimize future disruptions.
• Knowledge Management: Maintain and update knowledge base documentation to facilitate efficient problem resolution and knowledge transfer.
• Application Monitoring: Continuously monitor the performance and availability of applications, proactively identifying potential issues before they impact users.
• Team Leadership: Manage and mentor a team of support analyst, ensuring they have the necessary skills and resources to perform their duties effectively.
• Communication: Maintain clear and consistent communication with stakeholders, including developers, business users, and other IT teams, regarding incidents, outages, and planned maintenance activities.
• Process Improvement: Identify opportunities to improve application support processes and procedures, contributing to a more reliable and efficient production environment.
• Collaboration: Work closely with development, infrastructure, and other support teams to ensure seamless application deployments and ongoing support.
• Client Interaction: Facilitate regular client working groups on production topics and ensure effective communication and resolution of incidents

Required Skills

• Ability to multi task and manage stress while maintaining empathy for end users.
• Problem-Solving mindset with orientation towards Continues Improvement.
• Functional knowledge of similar kinds
• Bachelor’s degree in IT, Additional qualification in finance or banking is a plus.
• Proven experience in IT banking operations.
• Excellent leadership, communication, and interpersonal skills.
• Analytical mindset with the ability to make data-driven decisions.
• Proficient in banking software and a strong grasp of emerging technologies in the financial industry.

Experience

• The ideal candidate should have Rich banking IT experience of 10+ Years.