Production Support Analyst IS-94866

Role: Production Support Analyst

Job Requisition Number: IS-94866

Job Level: >6-9 years of relevant experience (L3)

Location: Singapore

Key Responsibilities:

· Deliver a 1st class Production Support service to Channel’s stakeholders

· Responsible for availability, incident, problem and capacity management for the applications in scope

· Response and resolve incidents, problem and user queries through proper analysis

· Manage communication for Incidents (SLA breaches, Application Major Incidents, Logistics issue) and responsible for communications within team, manager and department

· Drive technical remediation in line with agreed non-functional requirements

· Evidence continual service improvement of processes and tasks (via automation)

· Ensures essential process / procedures are followed and contribute to defining standards.

· Coach and be receptive to coaching to uplift the team’s and your individual knowledge

· Communicate complex technical issues to business users in a language they understand

· Contribute in effective knowledge management best practices within team and organization

· Work closely with 1st & 3rd level support and development teams to theincidents, problem and users queries are resolved within SLA

Key Requirements:

· 5 +years of experience working in Banking IT industry support. Experience in Microsoft Dynamics CRM applications.

· Strong team player. Flexible and being able to manage time effectively.

· Able to work with sense of urgency under multiple deadlines and successfully organize and complete tasks with minimal supervision.

· Experience in L2 / L3 support in a Production Support group in a high availability /mission critical environment.

· Strong understanding of ITIL methodology

Essential Technical Skill :-

· 5+years of experience with Distributed Technologies – Microsoft Dynamics CRM, MSSQL Server, Unix, MQ, Oracle.

· Strong working experience in Microsoft Dynamics CRM application production support

· Strong understanding of Microsoft Dynamics CRM application architecture

· Excellent troubleshooting skills in Control-m batch issues, SSIS packages

· Strong automation skills (Unix Shell scripting / windows batch scripting or any other scripting language)

· Hands-On experience in writing / debugging scripts, code, and database queries

· Software Engineering & Change Management

· Solid understanding and execution of DR & BCP

· Good experience in Middleware MQ / BMC / Control-M/Remedy incident Management tools

· Competent in Microsoft Excel, PowerPoint and Word document

Personal Skill :-

· Ability to work in a team environment

· Ability to learn new skills quickly with little supervision and ensuring the detail is of high priority

· Excellent communication and interpersonal skills with the ability to communicate well at all levels

· Strong problem solving skills while being process orientated

· Self-motivating and delivery focused individual

· Ability to understand the big picture – can step back and understand the context of problems before applying analytical skills to address the issues

· Proven ability to communicate and develop long lasting relationships with all levels of Management in a clear, concise manner

Technical Skills:

· Microsoft Dynamics CRM, MS SQL Server, Unix, Oracle with Production Support experience primarily in L2 Support role

Please forward your resume in MS word format to [email protected]