Production Support Engineer

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.

Experience:

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

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

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

Good experience in Middleware MQ / BMC / Control-M/Remedy incident Management tools