Production Support Analyst IS

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 [Confidential Information]