Senior Dynamics CRM Production Support Specialist

Quesscorp Singapore Pte Ltd; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Quesscorp Singapore Pte Ltd is seeking an experienced IT Production Support professional to deliver first-class service for banking IT applications. The role focuses on availability, incident, problem and capacity management, with strong emphasis on ITIL practices and effective stakeholder communication.

You will respond to incidents and user queries, drive remediation, contribute to continual service improvement, and collaborate with 1st and 3rd line teams to resolve issues within SLA while

Qualifications

• 5+ years of experience in Banking IT industry support.
• Experience with Microsoft Dynamics CRM applications.
• Strong understanding of ITIL methodology.

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.
• Respond to 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

Team player

Time management

Urgency under deadlines

L2/L3 support

ITIL knowledge

Tools

Control-M

Remedy

MQ

BMC

SQL Server

Job description

Quesscorp Singapore Pte Ltd is seeking an experienced IT Production Support professional to deliver first-class service for banking IT applications. The role focuses on availability, incident, problem and capacity management, with strong emphasis on ITIL practices and effective stakeholder communication.

You will respond to incidents and user queries, drive remediation, contribute to continual service improvement, and collaborate with 1st and 3rd line teams to resolve issues within SLA while