Production Support Analyst

Saksoft Pte Ltd; Singapore; On-site; SGD 70,000 - 120,000; Full time

Job summary

Saksoft Pte Ltd in Singapore is seeking a Production Support Analyst with 6-9 years of experience in the Banking IT sector. You will deliver first-class production support, ensure availability, handle incidents, and coordinate with 1st & 3rd line teams.

You will work with Microsoft Dynamics CRM, MS SQL Server, Unix and Oracle, apply ITIL practices, drive automation, and communicate effectively with business stakeholders.

Qualifications

• 5+ years of experience in Banking IT industry support, with Microsoft Dynamics CRM.
• Strong team player with ability to manage time and work under deadlines.
• Experience in L2/L3 production support in high-availability environments.
• Solid understanding of ITIL methodologies.

Responsibilities

• Deliver a first-class Production Support service to stakeholders.
• Manage availability, incidents, problems, and capacity for applications in scope.
• Respond to incidents and user queries with proper analysis and resolution.
• Communicate incidents and major issues to teams and management.
• Drive technical remediation and contribute to continual service improvement.
• Document and follow procedures; support knowledge management initiatives.
• Collaborate with 1st & 3rd level support and development teams to resolve issues within SLA.

Tools

Microsoft Dynamics CRM

MS SQL Server

Unix

MQ

Oracle

Control-M

Remedy

Excel

PowerPoint

Word

Job description

Experience: 6-9 Years

Role: Production Support Analyst

Key Skills:

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

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

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