Production Support Analyst

Innova Digital Solutions Pte Ltd; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

Innova Digital Solutions Pte Ltd seeks a Production Support Analyst to ensure stability and performance of production systems in a banking environment. The role involves monitoring, incident/resolution, and coordinating with development teams to implement timely enhancements.

You will bring 5+ years in Banking IT, strong Microsoft Dynamics CRM knowledge, and solid ITIL practices to manage incidents, problems, and capacity, with focus on high availability.

Qualifications

• 5+ years of experience in Banking IT industry support.
• Experience with Microsoft Dynamics CRM applications.
• Strong ITIL-based service management and incident handling.
• Ability to work under pressure in a high-availability environment.

Responsibilities

• Deliver a first-class Production Support service to stakeholders.
• Manage availability, incident, problem and capacity for applications.
• Respond to and resolve incidents and user queries with proper analysis.
• Coordinate communications for incidents and major events within the team and department.
• Drive technical remediation aligned with non-functional requirements.
• Drive continual service improvement and automation of tasks.
• Collaborate with 1st and 3rd level support and development teams to resolve incidents within SLA.

Skills

Banking IT experience

Microsoft Dynamics CRM

MS SQL Server

Unix

MQ

Oracle

ITIL

Control-M

Remedy

BCP/DR

Tools

Control-M

Remedy

MQ

BMC

Job description

De ion

The Production Support Analyst will be responsible for ensuring the stability and performance of production systems. This role involves monitoring systems, troubleshooting issues, and collaborating with development teams to implement solutions and enhancements.

Responsibilities

·Deliver a 1st class Production Support service to UOB's Channel's stakeholders

·Responsible for availability, incident, problem and capacity management for the applications in scope

·Response and resolve incidents, problem anduser 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

Skills and Qualifications

·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 ing / windows batch ing or any other ing language)
• Hands-On experience in writing / debugging s, 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