Production Support Analyst

Responsibilities: Deliver a 1st class Production Support service to Company’s 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 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 Key Domain: Microsoft Dynamics CRM, MS SQL Server, Unix, Oracle with Production Support experience primarily in L2 Support role