Production Support Analyst (CRM), Banking (1-year renewable contract)

Dear Candidate,

If you or someone you know is interested, please forward your CV directly to [HIDDEN TEXT] (this is preferred as I may miss some applications due to the high volume).

Please be aware that visa sponsorship is currently not available.

Job Description

Primary Responsibilities:

- Proficiency in Microsoft Dynamics CRM is essential

• Provide exceptional Production Support services to stakeholders
• Oversee availability, incident, problem, and capacity management for the relevant applications
• Address and resolve incidents, problems, and user inquiries through thorough analysis
• Manage communications related to incidents (SLA breaches, Major Application Incidents, Logistics issues) and ensure effective communication within the team, with management, and across the department
• Lead technical remediation efforts in accordance with agreed non-functional requirements
• Demonstrate ongoing service improvement of processes and tasks (through automation)
• Ensure that critical processes and procedures are adhered to and contribute to the establishment of standards
• Mentor and be open to receiving mentorship to enhance both team and individual knowledge
• Translate complex technical issues into understandable terms for business users
• Participate in effective knowledge management practices within the team and the organization
• Collaborate closely with 1st and 3rd level support as well as development teams to ensure incidents, problems, and user inquiries are resolved within SLA