Banking Production Support Engineer (Dynamics CRM)

We are looking for a detail-oriented, proactive Production Support Analyst specializing in Microsoft Dynamics CRM to join our team. Operating within a critical, high-availability banking technology setting, you will be entrusted with maintaining optimal system uptime, resolving incidents and problems efficiently, and implementing automation strategies to enhance operational productivity. Key Responsibilities:

• Provide exceptional production support services to channel stakeholders, overseeing incident management, problem resolution, system availability, and capacity planning for designated applications.
• Respond to and investigate production incidents, service requests, and user inquiries through detailed technical analysis to ensure swift resolution.
• Manage incident communications and escalations, including SLA breaches, major incident coordination, and logistical updates, effectively communicating across team members, management, and relevant departments.
• Lead technical remediation efforts aligned with non-functional requirements while contributing to process standardization and adherence to ITIL best practices.
• Enhance service quality through automation initiatives utilizing Unix shell scripting, Windows batch scripting, or other scripting languages.
• Diagnose and manage Control-M batch jobs, SSIS packages, and middleware tools such as MQ, BMC, and Remedy.
• Collaborate closely with first, second, and third-level support teams, as well as infrastructure and development units, to ensure timely resolution within agreed SLAs.
• Translate complex technical issues into clear, understandable terms for business users and maintain effective knowledge management practices.
• Participate in Disaster Recovery (DR) and Business Continuity Planning (BCP) exercises and implementations.

Qualifications:

• Bachelor’s Degree in Information Technology, Computer Science, or a related field.
• At least 5 years of IT experience within the banking or financial services industry, with a focus on Level 2/Level 3 production support in high-availability environments.

Technical Expertise:

• Extensive hands-on experience and in-depth understanding of Microsoft Dynamics CRM architecture and production support processes.
• Proficiency in MS SQL Server, Oracle, Unix, and Middleware tools such as MQ.
• Strong troubleshooting capabilities with Control-M batch jobs and SSIS packages.
• Advanced scripting skills in Unix Shell, Windows Batch, or similar languages, with the ability to develop and troubleshoot scripts and database queries.
• Thorough knowledge of ITIL frameworks, change management protocols, and disaster recovery/business continuity procedures.

Personal Attributes & Soft Skills:

• Highly collaborative team player with a strong sense of urgency, capable of managing multiple priorities under tight deadlines with minimal supervision.
• Excellent communication, interpersonal, and stakeholder engagement skills, with the ability to foster strong relationships at all management levels.
• Strong analytical skills with a structured approach to problem-solving, complemented by a broader understanding of overarching business contexts.
• Open to coaching, self-motivated, results-oriented, and committed to continuous learning to improve individual and team capabilities.