Application Support Analyst

About the Role

Crédit Agricole Corporate and Investment Banking (CIB), part of the Crédit Agricole Group—ranked tenth globally by total assets—operates one of its largest IT centers in Singapore, second only to its Paris headquarters. This center supports the bank's global business across 30 countries by designing future information systems, partnering on major banking projects, and delivering premium in-house banking applications. The center thrives on innovation and agility to meet ambitious technological challenges.

This role as an Application Support Analyst is embedded within fully DevOps-oriented teams, providing technical support to both Asian and European regions. The position focuses on supporting the core banking application suite called ISI, which serves multiple entities in Asia and EMEA, handling functions such as domestic and cross-border payments, financing, general ledger, accounting, and financial reporting to local regulators or the Paris head office. The system is jointly developed and supported from Paris and Singapore.

Key Responsibilities

• Handle user requests and incident reports promptly, managing their priority according to urgency, criticality, and context.
• Investigate incidents and liaise with third parties or vendors as needed, communicating status and progress to users and senior management.
• Perform daily system support tasks including sanity checks conducted morning and evening, alongside participation in on-call rotations.
• Manage change requests, urgent data updates, and production interventions.
• Act as the primary contact for users, escalating issues when necessary while pursuing sustainable and long-term solutions.
• Ensure thorough root cause analysis and define remediation plans for incidents, contributing to problem management processes.
• Participate in creating major incident reports and post-mortems.
• Drive improvements by recommending feature developments, bug fixes, or automation for recurring incidents.
• Maintain and update support documentation continuously.
• Serve as the preferred communication channel between IT Operations and various stakeholders.
• Support major operational events such as business continuity planning, disaster recovery, and production changes, coordinating with other engineers and stakeholders.
• May undertake supplementary roles including testing or business analysis within team squads.
• Communicate technical concepts clearly and concisely in non-technical terms to bridge business and operations understanding.

Essential Skills and Experience

• Solution-driven and business-oriented mindset focused on enhancing operational quality and stability.
• Basic technical proficiency with tools and technologies like SQL, Unix, microservices architecture, and CI/CD pipelines.
• Strong analytical capabilities with the aptitude to handle multiple tasks and high-stress scenarios while remaining empathetic to end users.
• Experience using monitoring tools and implementing automation.
• Effective communication skills with experience liaising between operations and business units.
• Proactive problem-solving attitude emphasizing continuous improvements.
• Functional knowledge relevant to banking or similar industries is advantageous.
• Preferably a minimum of four years experience in application support, with banking industry exposure as a plus.

Additional Information

• This role is shift-based with typical shifts scheduled at 6 AM, 11 AM, and 3 PM.
• The contract extends for 12 months and may be renewed depending on performance.
• The position is located onsite in Singapore.
• The employer strongly encourages applications from Singaporeans or Singapore permanent residents to promote fair employment.
• A competitive remuneration package will be provided based on qualifications and experience.