Production Support Analyst

2 weeks ago

Singapore SAKSOFT LIMITED Full time

Experience: 6-9 Years

Role: Production Support Analyst

Key Skills:

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

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 the incidents, 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 and Siebel 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, MS SQL 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

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