Senior Incident & Problem Process Manager (French Speaking)

Crédit Agricole CIB; Singapore; Vor Ort; SGD 150.000 - 190.000; Vollzeit

Zusammenfassung

Crédit Agricole Corporate and Investment Bank (Crédit Agricole CIB) in Singapore seeks a Senior Incident & Problem Process Manager to join the IT Service Management (Control Tower) team. You will lead incident governance, major incident coordination, and drive problem management across cross-regional teams in a multicultural environment.

You will act as the global process authority for Incident and Problem Management, mentor technical teams, and push process maturity, tooling evolution, and

Qualifikationen

• 8+ years in IT operations, production support, or IT service governance.
• Hands-on with Incident Management, Problem Management, Major Incident Management.
• Strong ITIL knowledge across Incident, Problem, Service Desk, Change Enablement and Continual Improvement.
• Experience with ITSM tools such as ServiceNow, Remedy, Jira Service Management or equivalent.
• Fluent in English and French; able to coordinate with Group counterparts and regional teams.

Aufgaben

• Incident governance and process enforcement.
• Major incident governance and stakeholder coordination.
• Problem management and root cause governance.
• Continuous improvement and process maturity.
• Reporting, controls and management information.
• Training, adoption and communication.

Kenntnisse

Leadership

Communication

Facilitation

Process discipline

Analytical mindset

Prioritization under pressure

Tools

ServiceNow

Remedy

Jira Service Management

Jobbeschreibung

Crédit Agricole Corporate and Investment Bank (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.

Position and Responsibilities

In a challenging and multicultural environment, we seek a Senior Incident & Problem Process Manager to join the IT Service Management (Control Tower) ecosystem in Singapore.

• Incident governance and process enforcement
• Major incident governance and stakeholder coordination
• Problem management and root cause governance
• Continuous improvement and process maturity
• Reporting, controls and management information
• Training, adoption and communication

The Incident & Problem Process Manager will act as the global process authority for Incident Management and Problem Management while working closely with the Group Process Management team and regional operational stakeholders to ensure that global policies, standards, controls and reporting expectations are consistently applied.

• Act primarily as the Incident and Problem Process Manager, with a strong focus on process governance, process maturity, control enforcement, continuous improvement, tooling evolution and alignment with Group ITSM standards.
• Drive enhancements to the Incident and Problem Management processes, including workflow improvements, data quality, reporting, compliance controls, automation opportunities and adoption of Group process evolutions.
• Ensure consistent application of Incident and Problem Management practices across cross-regional teams, from incident detection through resolution, escalation, root cause analysis, corrective actions and closure.
• Provide guidance, coaching and process expertise to technical teams, business line IT, application owners, infrastructure teams and management stakeholders in both French and English.
• Support operational governance activities on a limited basis, such as assisting during major incidents, facilitating stakeholder communications, coordinating post-incident reviews and supporting critical production recovery situations when required.

Qualifications and Profile

Soft Skills

• Strong leadership, judgement and ability to influence without direct authority across technical, functional and management profiles.
• Excellent verbal and written communication skills in French with the ability to adapt messages for technical teams, management and Group stakeholders.
• Strong facilitation skills, including the ability to lead major incident reviews, root cause discussions and governance forums.
• Process discipline, attention to detail and the ability to enforce standards consistently while maintaining a service-oriented mindset.
• Analytical mindset with strong problem-solving, root cause analysis and trend analysis capabilities.
• Ability to work under pressure, manage conflicting priorities and remain objective during critical operational situations.
• Proactive, collaborative and able to build trusted relationships in an international and multicultural environment.

Requirement

• French speaking is mandatory to act as the French-speaking process reference point for Group counterparts and French-speaking stakeholders while operating effectively in English across Singapore and regional teams.
• Overall IT experience of 8 years or more, preferably in IT operations, production support, application support, infrastructure support, IT service management or service governance.
• Hands-on experience with Incident Management, Problem Management, Major Incident Management, Service Operations or ITSM governance activities.
• Strong understanding of ITIL practices, particularly Incident Management, Problem Management, Service Desk, Change Enablement, Service Continuity and Continual Improvement.
• Experience working with ITSM tools such as ServiceNow, Remedy, Jira Service Management or equivalent enterprise workflow platforms.
• Solid understanding of infrastructure and application ecosystems, including Unix, Windows, Networks, Databases, Middleware, MQ, Scheduling, Storage and Monitoring technologies.
• Experience in banking, capital markets, corporate banking, regulated technology environments or other high-availability production environments is a strong advantage.
• Prior exposure to operational resilience, audit, operational risk, controls or regulatory environments would be beneficial.
• Willing to work primarily in early Paris Business Hours (typically between 12 noon - 9 pm SGT)