IT Application Support - ITEC - Shanghai- 20181001001

  • Competitive
  • Shanghai, Shanghai Shi, China
  • Not specified
  • 18 Feb 19

IT Application Support - ITEC - Shanghai- 20181001001


Societe Generale is one of the leading financial services groups in Europe. Based on a diversified and integrated banking model, the Group combines financial solidity and a strategy of sustainable growth.

SG China IT Application support

Under the SG China IT Production (PRD) team organization, the team will be responsible for :

  • Local Managed Applications 1st and 2nd level support in Production.
  • 1st level support of SG Group managed Applications in Production.

The person will mainly focus on the 2nd level support tasks and contribute to 1st level tasks if necessary


  • Monitors systems by using the information system's monitoring tools. Ensures that these tools are in line with our needs and takes initiatives to improve their efficiency
  • Manages users' requests by gathering the information from the different communication channels. Delivery IT Support services relying on ITIL request management process.
  • Manages and follow up the production incidents complying with ITIL incident management process.
  • Leads investigations and troubleshoot to resolve repeated or high risky issues on production by well following ITIL problem management process. Formalizes problems and escalates to the next level of support (vendor or development team) when need be. Seeks feedback on escalated problems in order to follow them up and update the end users.
  • Follow up the EOD/EOM/EOY process of the bank, and provide a necessary on call support to make sure the process be finished before the cut-off.
  • Follow up with clients to ensure that our level of service is in line with their expectations. Liaise with other ITEC and GTS teams locally or regionally to take into account clients' needs/expectations/issues. Organize and lead follow-up meeting with different parties (users and partners).
  • Estimates the risks and opportunities in our day to day job, and take initiatives to reduce the risks and improve our efficiency. Provides support to others peers when necessary and train the new joiners on the perimeter.
  • Manages and co-ordinate with our outsourcing maintenance vendors/providers on related issues and software deliveries.
  • Participates to the regular release control on behalf of PRD, and deploy the new changes in production by following the standard procedure with good quality.
  • Works closely with regional PRD team to make sure the global policy is well applied in China.
  • Ensures BCP drill testing support according to business needs.
  • Other ad hoc tasks / relevant responsibilities as assigned by the Management.


Academic Background(degree and major)
  • Bachelor Degree or above, Computer Science Major Preferred

Working Experience /Technical Skills & Know how
  • Experience in a similar IT application support role
  • Support experience in one of the following fields is preferred: Core Banking System (Finacle) /Payment System (CNAPS) /Regulatory reporting systems (SAFE, CBRC EAST) /CFETS trading platform
  • Strong analytical and synthetic skills
  • Ability to work with remote sites
  • Good communication skills & strong motivation
  • Knowledge on Finacle solution is a plus
Skills & Competencies
  • Unix (IBM AIX, Linux, Solaris)
  • SQL ( Oracle, SQL server, MySQL)
  • IBM Websphere, MQ
Language Skills
  • Fluent Chinese and English Reading/Writing, Oral English Capability is a must.

Professional Qualification(if applicable)
  • ITIL certification is a plus

Others if any(require to travel, etc)
  • Be able to provide 2nd level on call support for critical banking process during the night