CRM Platform Support & Reliability Specialist

OPTIMUM SOLUTIONS (SINGAPORE) PTE LTD; Singapore; In loco; SGD 90.000 - 120.000; Tempo pieno

Descrizione del lavoro

Optimum Solutions (Singapore) Pte Ltd is seeking a hands-on Production Support Analyst specializing in Microsoft Dynamics CRM to support a mission-critical fintech banking environment. You will ensure system availability, manage incidents and problems, and drive automation to boost efficiency.

The role requires 5+ years in IT within banking, strong SQL/Unix scripting, Control-M and SSIS experience, and ITIL-aligned change and incident processes.

Competenze

• Bachelor’s degree in IT/CS or related discipline.
• Minimum 5+ years in IT with L2/L3 production support in banking/finance.

Mansioni

• Provide production support for banking applications, managing incidents, problems, availability and capacity.
• Investigate and resolve production incidents, service requests and user queries with technical analysis.
• Communicate incident status clearly to teams and stakeholders, meeting SLAs.
• Drive remediation aligning with non-functional requirements and ITIL processes.
• Automate processes through scripting to improve operational efficiency.
• Troubleshoot Control-M batch jobs, SSIS packages and middleware tools.
• Collaborate with 1st/3rd line support, infrastructure and development teams.
• Translate technical issues for business users and maintain knowledge management.
• Participate in DR and BCP exercises and execution.

Conoscenze

Dynamics CRM

Incident management

Scripting

ITIL

Stakeholder communication

Formazione

Bachelor’s Degree in IT/CS

Strumenti

MS SQL Server

Oracle

Unix

MQ Middleware

Control-M

SSIS

Descrizione del lavoro

About the Role:

We are seeking a hands-on, meticulous Production Support Analyst with strong specialisation in Microsoft Dynamics CRM. Working within a mission-critical, high-availability banking technology environment, you will be responsible for ensuring optimal system availability, driving incident and problem resolution, and implementing automation to improve operational efficiency.

Responsibilities:

• Deliver first-class production support services to channel stakeholders, managing end-to-end incident, problem, availability, and capacity management for applications in scope.
• Respond to, investigate, and resolve production incidents, service requests, and user queries through rigorous technical analysis.
• Manage incident communications and escalations (SLA breaches, major incidents, logistics) clearly across team members, management, and department stakeholders.
• Drive technical remediation in alignment with non-functional requirements and contribute to process standardisation and ITIL procedures.
• Drive continual service improvement through automation (Unix shell scripting, Windows batch, or other scripting languages).
• Troubleshoot and manage Control-M batch jobs, SSIS packages, and middleware tools (MQ, BMC, Remedy).
• Collaborate closely with 1st/3rd level support, infrastructure, and development teams to ensure swift resolution within defined SLAs.
• Translate complex technical issues into clear, understandable language for business users and maintain robust knowledge management practices.
• Participate in Disaster Recovery (DR) and Business Continuity Plan (BCP) exercises and execution.

Requirements:

• Bachelor’s Degree in Information Technology, Computer Science, or a related discipline.
• Minimum 5+ years of IT experience within the banking or financial services sector, specifically focusing on L2/L3 production support in high-availability environments.

Essential Technical

• Deep hands-on experience and strong understanding of Microsoft Dynamics CRM application architecture and production support.
• Proficiency in MS SQL Server, Oracle, Unix, and Middleware MQ. Proven troubleshooting skills in Control-M batch jobs and SSIS packages.
• Strong automation and scripting skills (Unix Shell, Windows Batch, or equivalent) with the ability to write and debug scripts and database queries.
• Solid grasp of ITIL methodology, software engineering change management, and DR/BCP protocols.

Personal Attributes & Soft Skills:

• Strong team player with a high sense of urgency, capable of managing multiple priorities under tight deadlines with minimal supervision.
• Excellent communication, interpersonal, and stakeholder management skills, with the ability to build long-lasting relationships across all management levels.
• Strong analytical and structured problem‑solving mindset, balanced with a "big picture" understanding of contextual issues.
• Receptive to coaching, self‑motivated, delivery‑focused, and eager to continually uplift individual and team knowledge.