Incident Manager

Crédit Agricole CIB; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading international bank in Singapore is seeking a Problem Manager to join their Control Tower Team. The role involves coordinating root cause investigations, developing management procedures, and preparing reports. Candidates should have at least 6 years of experience in Incident/Problem Management, preferably within a banking context, and strong skills with ITIL processes and Microsoft Office tools. This is a contract position at the mid-senior level.

Qualifications

• Minimum 6 years in Incident/Problem Management.
• Experience working in a banking environment.
• Proficient in Microsoft Excel, Visio, and PowerPoint.

Responsibilities

• Build problem management procedures for support teams.
• Coordinate root cause investigations of major incidents.
• Prepare reports for senior management.

Skills

Incident/Problem Management

ITIL processes knowledge

Banking environment experience

Coordination skills

Microsoft Office proficiency

Tools

Service Now

Job description

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Overview

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 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.

Summary of Position

In a challenging and multicultural environment, we seek a Problem Manager to join the Control Tower Team.

• The Problem Manager will play a pivotal role in building a problem management procedure for the support teams to follow. You will clearly define the RACI, promote different root cause investigation methodologies and train support teams on the problem management process & procedures.
• The Problem Manager is assigned to coordinate the root cause investigation of Major Incidents (with Priority of P1 and P2). A key component of this role is to ensure consistency and control over the management of Major Problems.
• Problem Manager has the overall responsibility for enforcing proper execution of the process, coordinating and overseeing individual problems and ensuring meaningful investigation of root cause.
• Problem Manager is also responsible for creation of periodic and on-demand post incident reports for the senior management.
• Problem Manager will also assume the role of an incident manager during exigencies.
• Provide recommendations for process development, monitoring reports and performance measurements.
• Demonstrates analytical and systematic approach to problem solving.
• Excellent judgment, tact, and decision-making ability.

Key Accountabilities

• Participate in post mortem meetings
• Drive investigations to identify the root cause, mitigating actions and service improvement initiatives (Including People, Process and Technology elements)
• Manage problem record lifecycle and ensure that problems are recorded and tracked to resolution.
• Strong exposure to Service Now to support problem management process activities.
• Pro-actively identify operational issues and trends.
• Provide necessary reporting and drive resolution; working directly with technical teams
• Monitors and Report on Key Performance Indicators (KPIs);
• Facilitates and participates in problem management meetings with focus on recent major incidents, RCA status, incident trending, and operational issues.
• Creating and updating of Problem Records as appropriate.
• Organizing and chairing Problem Investigation and Problem Review Meetings.
• Drive adoption of known errors database.
• Drive CMDB anomaly remediation on a weekly basis with necessary problem records for medium/long term actions
• Maintains inventory of problems under analysis and their current progress and status
• Follow up issues and progress with problem owners where necessary.
• Communicating all the problems and their impact to stakeholders in relevant forums.
• Responsible for preparing daily/weekly/monthly Problem Management reports.
• Responsible for preparing various KPIs.

Knowledge and Skills Requirements

• Proven working experience (minimum 6 years) in Incident / Problem Manager Role.
• Detailed knowledge of the ITIL Incident and Problem Management processes.
• Experience of working in a banking environment
• Good understanding of Change, Configuration and Availability processes.
• The ability to work and team effectively with stakeholders and other management personnel.
• Managerial competence.
• Proven experience in working in, and basic management of, diverse and geographically dispersed teams.
• Proven experience working in an Operational environment.
• Excellent awareness of different cultures and working practices across the regions.
• Excellent Microsoft Office experience, predominantly Excel, Visio and PowerPoint
• Coordination skills: managing (complex) IT technical investigations.

Seniority level

Mid-Senior level

Employment type

Contract

Job function

Information Technology

Industries

Banking, Financial Services, and Technology, Information and Media

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