IT Operations Control Center Supervisor & Incident Manager (French Speaker)(2090100112025)

Job Title : CMC Supervisor & Incident Manager (French speaker)

Position type : Full time

Place of work : Bangkok, Sathorn district

Salary : Negotiable

Working conditions : Work in a shift environment, partial work from home policy

Department/Function : Control and Monitoring Center

Reporting to Title : CMC LEAD

The company :

BRED IT (Thailand) Ltd.is a wholly owned subsidiary of the French bank BRED Banque Populaire based out of Paris.

BRED IT was established in 2008 to become an IT hub and deliver IT operations and support for BRED Group Commercial Banks in South East Asia and Pacific Ocean areas.

Today, it supports Banque Franco Lao in Laos, BRED Bank Cambodia, BRED Bank Vanuatu, BRED Bank Solomon Islands, BRED Bank Fiji and Banque pour le commerce et l’industrie – Mer Rouge (BCIMR) in Djibouti (Africa).

BRED IT provides end to end Infrastructure and Applications management around Core Banking, Internet Banking and E-Payments.

BRED IT has also operated an offshore development center (specialized in Cobol & Java) for Paris headquarters since 2011.

We are a unique company, thanks to our identity and our history: We place our expertise at the service of BRED Group and develop our activities with an entrepreneurial structure. By putting BRED group best interests first, it allows us to deliver tailor-made solutions with high value-added.

The CMC team :

The Control and Monitoring Center (CMC), within the Technology & Operations department, serves as the first line of support for the Bank’s IT systems. We monitor systems and technical layers in real time and take action whenever anomalies are detected.

Key responsibilities:

• Real-time monitoring of French and international systems (via Zabbix, Splunk, GUIs, etc.).
• Continuous improvement of monitoring coverage and quality.
• Ownership of the incident management process across the full lifecycle.
• Clear, timely reporting on major incidents.
• Escalation to Level 2 support teams when required.
• Execution of data patches and daily jobs (e.g., End-of-Day batches).
• And more as needed.

Role Summary

Lead the Control & Monitoring Center in real-time supervision of IT services and own the Major Incident and Problem Management processes. Ensure fast, coordinated resolution, strong stakeholder communication, and continuous improvement of monitoring coverage and quality. Coach and develop CMC engineers to deliver reliable 24/7 support for BRED SA and international subsidiaries.

Key Responsibilities

Monitoring & Service Operations

• Provide 24/7 real-time monitoring of French and international systems using Zabbix, Splunk, and application GUIs.

• Enhance monitoring coverage, alert actionability (impact, runbook, escalation), and event correlation to reduce noise.

• Execute daily operational jobs (e.g., End-of-Day batches) and data patches with proper change controls.

• Maintain clear shift handovers and up-to-date runbooks/playbooks.

Incident Management (End-to-End Ownership)

• Act as Major Incident Manager: classify severity (SEV1/SEV2), declare MI, convene/lead war rooms, and mobilize technical teams.

• Assess business impact, define workstreams, and coordinate cross-team actions until restoration.

• Own communications: timely, concise stakeholder updates (initial, progress, resolution); maintain stakeholder matrix and comms templates.

• Ensure Incident Reports are complete and consistent; drive RCAs and corrective actions to closure.

• Clarify ticket ownership and escalate to L2/L3 and vendors as needed; manage on-call engagement.

Problem Management

• Ensure Problems are raised for all major incidents; track root-cause analysis and preventive actions.

• Facilitate post-incident reviews; capture learnings and update playbooks, standards, and monitoring.

Monitoring Management

• Ensure all critical services are monitored end-to-end (infrastructure, application, business KPIs).

• Create and refine alerts (Zabbix, Splunk) with meaningful thresholds, impact mapping, and escalation.

• Maintain monitoring governance, documentation, and access controls.

Team Leadership (CMC Engineers)

• Supervise, mentor, and coach the 24/7 CMC team; set expectations, run briefings, and provide timely feedback.

• Track team performance (SLA adherence, turnaround, quality); take corrective actions.

• Own training, onboarding, and knowledge base (playbooks, SOPs); schedule refreshers.

Stakeholder & Communication

• Serve as the primary operational interface with the headquarter in France.

• Partner closely with the Pilotage team (France) and local technical/business teams to improve response strategies and communications.

• Provide concise dashboards and exception reports to the CMC Lead and management.

Governance, Risk & DR

• Answer to controls and audits related to CMC activities; ensure policy and security compliance.

• Contribute to DR planning, test execution, and reporting; ensure operational readiness.

Required Qualifications

Experience & Core Skills

• 5+ years in IT operations/NOC/SRE/production support

• Demonstrated leadership in major incidents within complex, multi-stakeholder environments. • Excellent coordination, communication, and stakeholder management; decisive under pressure.

• Strong ownership, urgency, reliability, and autonomy; continuous improvement mindset.

• Knowledge of IT operations and governance (e.g., ITIL v3/v4 Foundation or equivalent).

Technical Knowledge (Nice to Have)

• Networking fundamentals; virtualization (VMware/Hyper-V); Linux administration basics.

• Container platforms (Docker/Kubernetes); mainframe fundamentals; Microsoft technologies exposure.

• Monitoring and observability tools (Zabbix, Splunk); ITSM tools (e.g., ServiceNow/Jira).

Business & Customer Focus

• Understand business impact, customer experience, and production constraints; prioritize accordingly.

• Experience in banking domains (core banking, payments/cards, SWIFT) is a plus.

Education & Languages

• Bachelor’s degree in Computer Science/Engineering or equivalent experience.

• French: Fluent (required). English: Full professional proficiency.

KPIs & Deliverables (Examples)

• MTTA/MTTR by severity; incident volume/severity distribution; reopen rate.

• Major incident comms timeliness and quality; stakeholder satisfaction (post-incident survey).

• RCA completion rate and time-to-RCA; action closure rates.

• Monitoring coverage, false-positive reduction, and alert actionability metrics.

• Monthly incident/problem dashboards; post-incident reports within 3 business days.

Decision Rights & Authority

• Authority to declare Major Incident (SEV1/SEV2), convene war rooms, and lead resolution.

• Ability to request emergency escalation and change freeze during critical events.

• Escalate risks/issues to management and coordinate cross-entity resources when required.

Tools & Environment

Primary: Zabbix, Splunk, application GUIs; ITSM (e.g., ServiceNow/Jira); collaboration tools (e.g., Teams). Secondary: documentation/wiki platforms.