Responsibilities:
. Deliver a 1st class Production Support service to Bank clients 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
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, 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
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
Key Domain/ Technical Skills:
. Microsoft Dynamics CRM, MS SQL Server, Unix, Oracle with Production Support experience primarily in L2 Support role
