Production Support Analyst

Experience: 3-9 Years

Role: Production Support Analyst

Key Domain/ Technical Skills:

. 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

. Competent in Microsoft Excel, PowerPoint and Word document

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 the incidents, problem and users queries are resolved within SLA.

Key Requirements:

Education:

. Bachelors Degree in Computer Science or related field.

. At least 6 years relevant experience preferably in a Finance Institution.

Essential:

. 5 + years of experience working in Banking IT industry support. Experience in Microsoft Dynamics CRM and Siebel 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