Responsibilities:
· Deliver a 1st class Production Support service to Bank’s 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:
Education:
· Bachelors’ Degree in Computer Science or related field.
· At least 6 years’ relevant experience preferably in a Finance Institution.
Essential:
· 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
Key Domain/ Technical Skills:
· 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
“This is in partnership with the Employment and Employability Institute Pte Ltd (“e2i”).
e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to A-IT Software Services Pte Ltd’s PDPA and e2i PDPA.
