CRM Production Support Engineer - Incident & Availability

Evolution Singapore; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Evolution Singapore is seeking an IT Operations professional to manage availability, incidents, problems and capacity for our applications in scope. You will respond to incidents, analyze root causes, and drive fixes that meet non-functional requirements.

You will collaborate with 1st and 3rd line support and development teams, communicate effectively with business users, and contribute to knowledge management and continuous service improvement through automation and standardized processes.

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

Job description

Evolution Singapore is seeking an IT Operations professional to manage availability, incidents, problems and capacity for our applications in scope. You will respond to incidents, analyze root causes, and drive fixes that meet non-functional requirements.

You will collaborate with 1st and 3rd line support and development teams, communicate effectively with business users, and contribute to knowledge management and continuous service improvement through automation and standardized processes.