Experience: 3-9 Years
Role: Production Support Analyst
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
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 the incidents, problem and users queries are resolved within SLA.
Key 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
