Application Support Engineer - Microsoft Dynamics CRM

Role Overview

We are looking for a Production Support Analyst with MS Dynamics CRM to ensure the high availability, reliability, and performance of mission-critical banking applications. You will manage incidents, perform root-cause analysis, and drive continuous service improvement across distributed systems.

Key Responsibilities

• Incident & Problem Management: Provide L2/L3 support for core banking channels, resolving technical issues and user queries within defined SLAs.
• Major Incident Communication: Lead incident communications to management, business stakeholders, and technical teams during service disruptions.
• System Remediation & Maintenance: Execute batch job troubleshooting (Control-M, SSIS), database maintenance, and Disaster Recovery (DR) / Business Continuity Planning (BCP) exercises.
• Automation & Process Improvement: Develop scripts to automate repetitive operational tasks, streamline support workflows, and uplift service standards.
• Cross-Functional Collaboration: Partner with L1 support, L3 engineering, and development teams to deliver long-term bug fixes and change deployments.

Requirements

• Experience: 6 to 9 years of hands-on experience in IT production support within a high-availability banking or financial services environment.
• Core Systems: Demonstrated expertise in Microsoft Dynamics CRM application support and architecture.
• Technical Proficiency: Relational Databases: MS SQL Server and Oracle (querying, debugging, tuning).
• Batch & Middleware: Control-M, SSIS packages, and IBM MQ.
• Scripting & Automation: Unix shell scripting or Windows batch scripting.
• IT Service Management: Familiarity with ITIL processes and ticketing tools (e.g., BMC Remedy).
• Competencies: Strong analytical skills, self-motivation, and the ability to explain complex technical issues to non-technical business users.