Production Support Analyst

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

Saksoft Limited is a leading Digital Transformation Solution Partner for clients across the globe. The ensuing pandemic has accelerated maturing of the digital revolution, making it imperative for companies to invest in automation, technology-led cost moderation and digitalisation-induced improvement in organisational productivity. At Saksoft, we bring into play a business model that has transformed in line with customer needs. Our

‘Inch Wide Mile Deep’

positioning has helped create mission critical, vertical relevant solutions.

Our solutions are predominantly focussed on

Fintech

,

Logistics \& Transportation

,

Retail/E-commerce

,

Health care

and

Telecom

account for over 70% of our revenues. Our competence and track record have made us the trusted partner to Public Sector companies in Singapore and United Kingdom.Customers today, are no longer looking for the best in the world. They want the best in the street. With our

String of Pearls

strategy, Saksoft is a group made up of organisations that are specialists in specific verticals, region and uniqueness. These qualities have helped our clients select us a partner of choice for their

digital transformation

journey, for over 2 decades

With our spread of technology solutions ranging from Intelligent Automation, Legacy Modernisation, and Managed Infrastructure support,

Advanced Analytics

and Quality Assurance, Saksoft is a well placed to address and resolve almost every technology challenge that a client faces.

Saksoft is a public listed in India on NSE and BSE under the permitted trading category.

To know more about Saksoft, feel free to write to us on

[email protected]