Production Support Analyst

7 days ago

Singapore SAKSOFT PTE 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
- 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**:

- 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 mínimal 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.
- 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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