Production Support Engineer

R Systems; Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

R Systems in Singapore is seeking an experienced Production Support professional to manage availability, incidents, problems and capacity for applications in scope. You will respond to incidents, drive remediation, and communicate effectively with teams to meet SLA and business needs.

With strong ITIL knowledge and hands-on experience in Microsoft Dynamics CRM, MS SQL Server, Unix, MQ, Oracle and related tools, you will contribute to automation, knowledge management, and continuous service

Qualifications

• 5+ years experience in Banking IT industry support.
• Experience in Microsoft Dynamics CRM applications.
• Strong understanding of ITIL methodology.
• Experience in L2/L3 production support in high availability environments.

Responsibilities

• Manage availability, incident, problem and capacity for applications.
• Respond to incidents and user queries with proper analysis.
• Communicate incidents and updates with stakeholders.
• Drive technical remediation in line with non-functional requirements.
• Evidence continual service improvement via automation.
• Ensure adherence to defined processes and standards.
• Coach team and uplift knowledge through coaching.
• Translate complex tech issues to business users.
• Contribute to knowledge management practices.
• Collaborate with 1st and 3rd level support to resolve incidents within SLA.

Skills

ITIL

Troubleshooting

Automation scripting

Unix Shell

Windows batch

Incident management

Tools

Microsoft Dynamics CRM

MS SQL Server

Unix

MQ

Oracle

Control-M

Remedy

SSIS

Job description

Responsibilities:

• 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.

Experience:

• 5 + years of experience working in Banking IT industry support. Experience in Microsoft Dynamics CRM applications.
• 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
• 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
• Good experience in Middleware MQ / BMC / Control-M/Remedy incident Management tools