Production Support Analyst (Microsoft Dynamics)

U3 Infotech Pte Ltd; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

U3 Infotech Pte Ltd in Singapore is seeking a Production Support Analyst to deliver first-class support for the client's Channel stakeholders, managing availability, incidents, problems, and capacity for the applications in scope.

You will resolve incidents, drive remediation, automate processes where possible, and collaborate with 1st/3rd line teams to meet SLA targets, with 4+ years of experience in Microsoft Dynamics CRM and related technologies.

Qualifications

• 4+ years of experience with Microsoft Dynamics CRM production support.
• Strong troubleshooting skills with Control-M batch issues.
• Experience in UNIX and MS SQL Server.
• Familiarity with DR & BCP practices.
• Ability to explain complex issues to business users.

Responsibilities

• Deliver a first-class production support service to client's Channel 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

Skills

Distributed technologies

MS Dynamics CRM

MS SQL Server

Unix

MQ

Oracle

Automation

Scripting

Troubleshooting

Tools

Control-M

Remedy

MQ

SSIS

Job description

Role:

Production Support Analyst

Job Level:

4-8 years of relevant experience (L2/L3)

Duration:

6 Months ( extendable)

Key responsibilities:

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

Key skills required:

• 4+ 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 ing / windows batch ing or any other ing language)
• Hands-On experience in writing / debugging s, 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

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