Production Support Analyst

Location: Alexandra, Singapore Contract Duration: 12 months Salary Range: Up to $7520 per month Working Hours: Monday to Friday, office hours About the Role A leading bank in Asia is looking for an experienced Production Support Analyst to join its Group Technology & Operations team. You'll keep business-critical Microsoft Dynamics CRM channel applications stable and available. That means handling incidents and problems from start to finish and working with support and development teams to keep services running smoothly. This role suits a hands-on L2/L3 support professional who likes solving problems, improving processes through automation, and working in a high-availability banking environment. Key Responsibilities - Provide first-class production support to Channels business stakeholders. - Manage availability, incidents, problems and capacity for the applications in scope. - Analyse, respond to and resolve incidents, problems and user queries within SLA. - Lead incident communications, including SLA breaches and major incidents, across the team, management and department. - Drive technical remediation in line with agreed non-functional requirements. - Show continual service improvement by automating processes and tasks. - Make sure key processes and procedures are followed, and help define standards. - Explain complex technical issues to business users in simple, clear language. - Share knowledge and coaching to build team capability and good knowledge management practices. - Work closely with 1st and 3rd level support and development teams to resolve issues quickly. Requirements - Relevant experience, including at least 5 years in Banking IT production support - Must have strong hands-on production support experience with Microsoft Dynamics CRM, plus a good understanding of its application architecture - L2/L3 support experience in a high-availability or mission-critical environment - Experience with MS SQL Server, Unix, Oracle and MQ - Strong troubleshooting skills in Control-M batch issues and SSIS packages - Scripting and automation skills (Unix shell, Windows batch or similar), with hands-on experience writing and debugging scripts, code and database queries - Good understanding of ITIL, DR and BCP - Familiar with middleware and incident management tools such as MQ, BMC, Control-M and Remedy - Strong communication and stakeholder management skills at all levels - Organised and self-motivated, with the ability to prioritise and deliver under tight deadlines with minimal supervision - Proficient in Microsoft Excel, PowerPoint and Word Benefits - Entitled with 14 days Annual Leave, MOM-standard Medical and Hospitalisation Leave, insurance coverage, and completion/performance bonuses.