CA CIB Singapour


Production manager

02 December Singapore, Singapour Perm

Main responsibilities

• Performing all run activities in respect of CA-CIB process, ensuring
– Respect of the SLA (changes, incidents, requests)
– Appropriate reaction, in line the severity of an incident or escalation.

– CA-CIB process are dully followed (change, incident, problem management).
– The team activity is properly planned in advance (especially for out of business hours activities)

• Handling escalation on actions from Production Engineers Level 3 (incident, request, change)
– Escalates to management if needed
– Check if Knowledge was shared within the team
– Enable coordination with other team and especially SILCA

• Continuous improvement of service provided by Production Engineer Level 2
– Enable and encourage Improvement from the team.
– Propose continuous improvement for current activity, organization and process

• Managing knowledge in coordination with Application Services community in Paris and London
– Trains Production Engineers on transferred activities for his business line (production of the applications)
– Ensures Production Engineers are in line with the skill matrix
– Controls that Knowledge database is updated

• Driving the most complex operations & ensures they are well prepared by Production Engineers (involvement on DRP test, WIP, etc…).

By delegation from the Service Account Manager:

• Controls quality of the RUN activities for all applications of his Business Line
– Recurrent incident
– Respect of SLA

• Follows and reports on project tasks delegated to Application Services (planning, staffing…)

By delegation from the Application Services Manager:

• Manages the turnover of Production Engineers Level 2: sourcing, training

• Controls timesheets for his perimeter (RUN and PROJECTS) and on-call activity (time spent…)

• Updates shift schedule on weekly basis

• Proposes initiatives to improve efficiency of production Engineer Level 2

• Controls and improves ratio of activity (request tickets) transferred to Level 1 or automated

• Infrastructure or Application support hands on experience of 4-6 years mandatory

IT related degree or equivalent