Production Support Analyst (Microsoft Dynamics)

Position: Production Support Analyst

Experience Level: 4-8 years of relevant experience (L2/L3)

Contract Length: 6 Months (with potential for extension)

Primary Responsibilities:

• Provide exceptional Production Support services to stakeholders within the client's Channel

• Oversee availability, incident, problem, and capacity management for designated applications

• Analyze and resolve incidents, problems, and user inquiries effectively

• Manage communications regarding incidents (including SLA breaches, Major Incidents, and logistics issues) with team members, management, and the department

• Lead technical remediation efforts in accordance with specified non-functional requirements

• Demonstrate continuous service improvement in processes and tasks through automation

• Ensure compliance with essential processes and procedures while contributing to the establishment of standards

• Mentor team members and be open to coaching to enhance both individual and team knowledge

• Translate complex technical issues into understandable terms for business users

• Promote effective knowledge management practices within the team and the organization

• Collaborate closely with 1st & 3rd level support and development teams to ensure resolution of incidents, problems, and user inquiries within SLA

Essential Skills:

• Minimum of 4 years’ experience with Distributed Technologies – including Microsoft Dynamics CRM, MS SQL Server, Unix, MQ, and Oracle.

• Proven experience in providing production support for Microsoft Dynamics CRM applications

• Strong comprehension of the architecture of Microsoft Dynamics CRM applications

• Exceptional troubleshooting abilities with Control-m batch issues and SSIS packages

• Proficient in automation techniques (including Unix Shell scripting, Windows batch scripting, or other scripting languages)

• Practical experience in writing and debugging scripts, code, and database queries

• Knowledge of Software Engineering and Change Management practices

• Thorough understanding and execution of Disaster Recovery (DR) and Business Continuity Planning (BCP)

• Experience with Middleware MQ, BMC, Control-M, and Remedy incident management tools

• Proficient in Microsoft Excel, PowerPoint, and Word

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