Production Support Analyst (Banking Domain)

NTT SINGAPORE PTE. LTD.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

NTT SINGAPORE PTE. LTD. seeks a seasoned Production Support specialist to deliver high-availability services for Dynamics CRM and related platforms in Singapore. You will handle incidents, problems, and capacity, coordinating with 1st/3rd line teams and developers to resolve issues within SLAs.

We value automation, scripting proficiency, and a proven track record in production support environments, with strong communication to business users and stakeholders.

Qualifications

• 5+ years of experience with distributed technologies and production support.
• Strong working experience in Microsoft Dynamics CRM production support and architecture.
• Excellent troubleshooting skills for batch and data integration issues.
• Hands-on scripting and automation experience across Unix/Windows environments.
• Experience with incident management tools and change management.

Responsibilities

• Deliver a first-class Production Support service to stakeholders.
• Ensure availability, incident, problem and capacity management for in-scope apps.
• Respond to and resolve incidents, problems and user queries with proper analysis.
• Manage communications for incidents and SLA breaches within team and department.
• Drive technical remediation aligned with nonfunctional requirements.
• Evidence continual service improvement and automation of processes.
• Ensure adherence to defined processes and contribute to standards.
• Coach and uplift team knowledge; communicate complex issues in business terms.
• Contribute to knowledge management and work with 1st & 3rd line support and dev teams.

Skills

Distributed Tech

Automation scripting

Troubleshooting

Incident Mgmt

CRM Production Support

Tools

MQ

Control-M

Remedy

BMC

SSIS

Job description

Responsibilities:

• Deliver a 1st class Production Support service to Company's 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 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

Key Domain:

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