L2 Production Application Support - Microsoft Dynamics CRM

D L RESOURCES PTE LTD; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

D L RESOURCES PTE LTD is seeking a seasoned Production Support professional for banking IT operations in Singapore. You will handle 1st line to 3rd line support for Microsoft Dynamics CRM, SQL, Unix, MQ and Oracle environments, ensuring SLA adherence and rapid incident resolution.

Strong ITIL and teamwork are essential, with emphasis on automation and proactive problem solving. Join a team that stresses reliable service delivery, cross-team collaboration, and continuous improvement in a

Qualifications

• 5+ years of Banking IT industry support experience.
• Experience in Microsoft Dynamics CRM applications.
• Strong ITIL knowledge and incident/problem management background.
• Experience in L2/L3 production support in high availability environments.
• Proven ability to work in a team and meet deadlines under pressure.

Responsibilities

• Deliver a 1st class Production Support service to Bank clients and stakeholders.
• Ensure availability, incident, problem and capacity management for in-scope apps.
• Respond to incidents and user queries with proper analysis and resolution.
• Manage communications for incidents and major incidents within team and department.
• Drive technical remediation aligned with non-functional requirements.
• Evidence continuous service improvement through automation.
• Ensure procedures are followed and contribute to standards.
• Coach peers and uplift team knowledge through collaboration.
• Explain complex technical issues to business users in plain language.
• Collaborate with 1st/3rd line support and development to resolve tickets within SLA.

Skills

Team collaboration

Time management

Problem solving

Communication skills

Automation mindset

Tools

Microsoft Dynamics CRM

MS SQL Server

Unix

MQ

Oracle

Control-M

Remedy

BMC

Job description

Responsibilities

• Deliver a 1st class Production Support service to Bank clients 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

• 5 + years of experience working in Banking IT industry support. Experience in Microsoft Dynamics 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 tools
• Competent in Microsoft Excel, PowerPoint and Word document

Personal Skill :-

• Ability to work in a team environment
• Ability to learn new skills quickly with little supervision and ensuring the detail is of high priority
• Excellent communication and interpersonal skills with the ability to communicate well at all levels
• Strong problem solving skills while being process orientated
• Self-motivating and delivery focused individual
• Ability to understand the big picture – can step back and understand the context of problems before applying analytical skills to address the issues
• Proven ability to communicate and develop long lasting relationships with all levels of Management in a clear, concise manner

Key Domain/ Technical Skills:

• Microsoft Dynamics CRM, MS SQL Server, Unix, Oracle with Production Support experience primarily in L2 Support role