RESPONSIBILITIES:
- 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.
REQUIREMENT
- 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 tool.
