Define and own the change/incident/problem management standards processes and policies
Ensure that change/incident/problem management occurs as per these standards, supporting the APS teams where needed
Provide standardized reporting to the management on change/incident/problem management, including trend analysis and recommendations
Provide specific KPIs such as : ratio of incident escalated to level 3, ratio of incident after a change in production (development or infrastructure)
Facilitate the resolution of major incidents requiring a significant amount of work and/or transversal coordination,
Take the ownership on communication on behalf of APS leaders to ensure proper communication in case of major incidents, ie substitute or assist APS team leaders to communicate to user / sponsors etc
Chase APS team leaders to provide updates on actions linked to P1 / P2 incidents
Chair the monthly departmental incident and problem management meetings (SAP)
Chair the quarterly application SLA review steerings with territories
Ensure a good level of communication with CIB infrastructure teams via regular transversal infrastructure reviews, as well as ad-hoc contacts if/when required
Regular Quality checks on ServiceNow (all P1 correctly informed in ServiceNow)
Participate to global incident reporting by helping APS management to detail information related to the declaration.
Propose processes improvement by capitalizing on incidents, communication failures, recurring incidents, etc
Participate in definition of production levels (SLA and OLA), assess development and production team on the perimeter, and participate in the transformation of the organization by assisting APS management to operate transfer of support responsibilities & knowledge between development and APS.
Participate to the setup and implementation of global user and technical service request process in CIB ITO and CIB infrastructure teams based in Paris and London
Incident Management and reporting, in close conjunction with rest of the Support teams in Paris, London, Mumbai and New-York and with the infrastructure teams (System, DB, Networks) in London.
Continuously and proactively improve support services where possible. This could involve developing and/or managing changes to the support or configuration management tools
Asssits the team in recruitment of support staff as may be required