Crédit Agricole CIB Hiring! Full Time End-User Services Engineer (L2) in - Ricebowl

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 biggest IT setup (after the biggest setup in its Head office in Paris) 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 Overview

The End‑User Services Engineer is responsible for driving the operational excellence, reliability, and continuous improvement of workstation and end‑user services across the Singapore ISAP office.

Main responsibilities

An End-User Services Engineer has a wide spectrum of responsibilities and actions.

• supports new technologies and provides consistency of service across streams
• has a role in supporting technical skills development and provides training when required
• documents, reviews, maintains and shares relevant technical information to the team
• provides technical direction, supports services both proactively and reactively to maintain the availability and reliability of system infrastructure in accordance to SLA,
• implements and develops improvements based on LEAN-CA-CIB best practices,
• focuses on automation and optimum use of the team to improve efficiency,
• reviews technology changes to identify potential risks,
• is responsible for problem management and resolution

As an experienced professional for Desktop/Workstation, he/she:

• provide high-quality support for VIP population, ensuring rapid responses and efficient resolution of technical issues.
• supports high visibility events and townhalls.
• is aware of the global IT structure so that he/she anticipates interrelationships within the organization,
• engages with technical peer, Service managers, Architect and project teams on technology roadmap and projects.
• facilitates transformation projects and suggest future directions for new areas of improvement and change,
• guarantees the production readiness and to operate of new projects and solutions.
• is available and able to drive technically, any complex or high severity incidents that occur within the scope of their role
• actively engages to understand new technologies and trends and reviews them with a view to incorporating them into CACIB operations
• Maintain up-to-date technical documentation, runbooks, and troubleshooting guides.
• Maintain Knowledgebase and share known issues with L1 & other Asia local IT teams.
• Management of compliance & control deliverables under end-user services scope.
• manages the daily relationship with clients including planning, requests clarification, risks mitigation and service quality
• have to maintain a smooth relation with partners, vendors and global clients/teams

As a member of ISAP/ITS, he/she:

• facilitates collaboration and spread of information from and to the team,
• participates to the department’s activities including brainstorming, team building and other team or transversal actions,
• fosters innovation mindset,
• contributes to ISAP/ISR global branding and communication
• focus on automation and optimum use of the team to improve efficiency

Job specific environment and/or organization

• Working hours - 2 shifts (8am to 8pm support coverage on rotation basis). Weekend/on-call (24/7 rotation) and /or emergencies during major incidents/projects.

Qualifications and Profile

• 5~10 years of experience supporting windows workstations, preferably in financial sector.
• Experience in technical solutions to build and customize workstations
• In-depth working knowledge of the Windows environment with at least 5~10 years of Windows administration experience, strong understanding of network concepts and Active Directory.
• Mindset for innovation to improve end users experience.
• In-depth working knowledge of SCCM/MECM deployment tools and PowerShell scripting.
• Ability to communicate in a highly professional manner with users, VIP, internal, and external partners.
• In-depth working knowledge of Windows 10/11, Microsoft 365/ Entra ID/Azure Administration.
• Installing and configuring computer hardware PC/Laptops preferably HP/Dell exposure.
• In-depth understanding of troubleshooting & log analysis tools (e.g. Sysinternals).
• Good scripting skills (PowerShell)
• Provide support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot and resolve hardware, operating system, and application-related incidents
• Perform root cause analysis for recurring issues and implement preventive solutions
• Manage user profiles, system configurations, and operating system deployments
• Apply security updates, patches, and compliance configurations
• Ensure endpoint security standards are maintained
• Customer service oriented, able to work in a dynamic and fast paced environment
• Excellent communication, interpersonal and troubleshooting skills
• Must be self-motivated and directed and demonstrate a keen attention to detail and possess the ability to work autonomously
• Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction (Problem Management through Root cause analysis).
• Basic to proficient video conferencing software, support, and troubleshooting conference room equipment.