Global Support Head

Description du poste

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

• Critères de candidature

  Niveau d'étude minimum Bac + 3 / L3 Formation / Spécialisation Bachelor and above in relevant discipline
  Niveau d'expérience minimum 11 ans et plus

• Entreprise Crédit Agricole CIB

  A propos de Crédit Agricole Corporate and Investment Bank (Crédit Agricole CIB) Crédit Agricole CIB est la banque de financement et d'investissement du groupe Crédit Agricole, 10ème groupe bancaire mondial en taille de bilan 2021 (The Banker, juillet 2022). Près de 8600 collaborateurs répartis dans plus de 30 implantations en Europe, Amériques, Asie-Pacifique, Moyen-Orient et Afrique du Nord, accompagnent les clients de la Banque dans la couverture de leurs besoins financiers à travers le monde. Crédit Agricole CIB propose à ses clients grandes entreprises et institutionnels une gamme de produits et services dans les métiers de la banque de marchés, de la banque d'investissement, des financements structurés, de la banque commerciale et du commerce international. Pionnier dans le domaine de la finance Climat, la Banque occupe aujourd'hui une position de leader sur ce segment avec une offre complète pour l'ensemble de ses clients. La majorité des postes est éligible au télétravail dans les conditions prévues par notre accord reposant sur le double volontariat (collaborateur & manager) et après une période d'intégration réussie. Crédit Agricole CIB s'engage en faveur de l'insertion des personnes en situation de handicap, ainsi ce poste est ouvert à toutes et à tous. Pour plus d'information : www.ca-cib.fr Twitter: https://twitter.com/ca_cib LinkedIn: https://www.linkedin.com/company/credit-agricole-cib/