Production Support Analyst (Banking Domain)

NTT SINGAPORE PTE. LTD.; Singapore; On-site; SGD 90,000 - 140,000; Full time

Job summary

NTT SINGAPORE PTE. LTD. seeks an experienced Production Support specialist for Microsoft Dynamics CRM with strong SQL Server, Unix and MQ skills. You will manage incidents, outages and capacity for critical applications, while driving automation and continuous service improvements.

You will collaborate with 1st and 3rd line support and development teams to resolve issues within SLA and ensure robust DR/BCP practices. Strong Troubleshooting and scripting abilities are essential.

Qualifications

• 5+ years of experience with 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.

Responsibilities

• Deliver a 1st class Production Support service to Channel stakeholders.
• Responsible for availability, incident, problem and capacity management for the applications in scope.
• Respond to and resolve incidents, problems and user queries through proper analysis.
• Manage communication for incidents (SLA breaches, major incidents, logistics issues).
• Drive technical remediation in line with non-functional requirements.
• Evidence continual service improvement of processes and tasks (via automation).
• Ensure essential processes / procedures are followed and contribute to defining standards.
• Coach and uplift the team’s and your own knowledge.
• Communicate complex technical issues to business users in a language they understand.
• Contribute to knowledge management best practices within team and organization.
• Collaborate with 1st & 3rd level support and development teams to resolve incidents within SLA.

Skills

CRM production support

SQL Server

Unix

MQ

Oracle

Automation scripting

Troubleshooting

Control-M/Remedy

Tools

Control-M

Remedy

MQ middleware

BMC

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 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

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