Production Support Analyst / Application Support (Microsoft Dynamics CRM) | Banking

A-IT SOFTWARE SERVICES PTE LTD; Singapore; On-site; SGD 50,000 - 84,000; Full time

Benefits offered by this job

Annual Leave

Medical Insurance

Bonuses

Job summary

A-IT SOFTWARE SERVICES PTE LTD is seeking an experienced Production Support Analyst for a 12-month banking IT role in Singapore. You will maintain Microsoft Dynamics CRM channel applications, handle incidents end-to-end, and collaborate with support and development teams to keep services highly available.

The role targets a hands-on L2/L3 support professional who enjoys problem solving and process automation in a high-availability banking environment.

Qualifications

• At least 5 years in Banking IT production support.
• Strong hands-on production support experience with Microsoft Dynamics CRM.

Responsibilities

• Provide first-class production support to Channels business stakeholders.
• Manage availability, incidents, problems and capacity for the applications in scope.
• Analyse, respond to and resolve incidents, problems and user queries within SLA.
• Lead incident communications, including SLA breaches and major incidents, across the team, management and department.
• Drive technical remediation in line with agreed non-functional requirements.
• Show continual service improvement by automating processes and tasks.
• Make sure key processes and procedures are followed, and help define standards.
• Explain complex technical issues to business users in simple, clear language.
• Share knowledge and coaching to build team capability and good knowledge management practices.
• Work closely with 1st and 3rd level support and development teams to resolve issues quickly.

Skills

Banking IT production support

L2/L3 support

Incident management

Tools

Microsoft Dynamics CRM

MS SQL Server

Unix

Oracle

MQ

Job description

Location: Alexandra, Singapore
Contract Duration: 12 months
Salary Range: Up to $7520 per month
Working Hours: Monday to Friday, office hours

About the Role

A leading bank in Asia is looking for an experienced Production Support Analyst to join its Group Technology & Operations team. You'll keep business-critical Microsoft Dynamics CRM channel applications stable and available. That means handling incidents and problems from start to finish and working with support and development teams to keep services running smoothly. This role suits a hands-on L2/L3 support professional who likes solving problems, improving processes through automation, and working in a high-availability banking environment.

Key Responsibilities

1. Provide first-class production support to Channels business stakeholders.
2. Manage availability, incidents, problems and capacity for the applications in scope.
3. Analyse, respond to and resolve incidents, problems and user queries within SLA.
4. Lead incident communications, including SLA breaches and major incidents, across the team, management and department.
5. Drive technical remediation in line with agreed non-functional requirements.
6. Show continual service improvement by automating processes and tasks.
7. Make sure key processes and procedures are followed, and help define standards.
8. Explain complex technical issues to business users in simple, clear language.
9. Share knowledge and coaching to build team capability and good knowledge management practices.
10. Work closely with 1st and 3rd level support and development teams to resolve issues quickly.

Requirements

• Relevant experience, including at least 5 years in Banking IT production support
• Must have strong hands-on production support experience with Microsoft Dynamics CRM, plus a good understanding of its application architecture
• L2/L3 support experience in a high-availability or mission-critical environment
• Experience with MS SQL Server, Unix, Oracle and MQ

  Benefits

  Entitled with 14 days Annual Leave, MOM-standard Medical and Hospitalisation Leave, insurance coverage, and completion/performance bonuses.