Job Description
Experience: 6-9 Years Role: Production Support Analyst Key Skills - Microsoft Dynamics CRM, MS SQL Server, Unix,Oracle with Production Support experience primarily in L2 Support role 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 Requirements - 5 + years of experience working in Banking IT industry support. Experience in Microsoft Dynamics 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 Essential Technical Skill :- - 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 Personal Skill :- - Ability to work in a team environment - Ability to learn new skills quickly with little supervision and ensuring the detail is of high priority - Excellent communication and interpersonal skills with the ability to communicate well at all levels - Strong problem solving skills while being process orientated - Self-motivating and delivery focused individual - Ability to understand the big picture – can step back and understand the context of problems before applying analytical skills to address the issues - Proven ability to communicate and develop long lasting relationships with all levels of Management in a clear, concise manner
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