Production Support Engineer ( 12 months contract)

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

Skills/Requirement

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