Production Support Analyst IS-94866

INTELLIMATICZ PTE. LTD.; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

INTELLIMATICZ PTE. LTD. in Singapore is seeking a Production Support Analyst with 5+ years in Banking IT to ensure uptime of critical applications. You will provide 1st-level support, manage incidents, and coordinate with development teams to resolve issues.

The role requires strong ITIL knowledge, experience with Microsoft Dynamics CRM, SQL databases, and middleware. You will automate repetitive tasks and contribute to knowledge management, delivering reliable service to business users.

Qualifications

• 5+ years in Banking IT support; experience with Microsoft Dynamics CRM.
• Proven team player; able to manage time effectively.
• Capable of working under deadlines with minimal supervision.

Responsibilities

• Deliver 1st class Production Support to stakeholders.
• Manage availability, incidents, problems, and capacity.
• Respond to incidents and user queries with analysis.
• Communicate incidents to stakeholders and teams.
• Drive remediation per non-functional requirements.
• Improve processes via automation and knowledge management.
• Follow standards and contribute to process definitions.
• Coach teammates and share knowledge.
• Explain complex issues in business-friendly language.
• Collaborate with 1st/3rd level support and dev teams.

Skills

ITIL

Dynamics CRM

MS SQL

Unix

Oracle

Scripting

Troubleshooting

Communication

Tools

Control-M

Remedy

MQ

BMC

SSIS

Excel

PowerPoint

Word

Job description

Role: Production Support Analyst

Job Requisition Number: IS-94866

Job Level: >6-9 years of relevant experience (L3)

Location: Singapore

Key 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 theincidents, problem and users queries are resolved within SLA

Key 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, MSSQL 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

Technical Skills:

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