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 Careers@infogainglobal.com