Production Support Analyst

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

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

Key Domain/ Technical Skills

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