CRM Platform Support & Reliability Specialist

About the Role:

We are seeking a hands-on, meticulous Production Support Analyst with strong specialisation in Microsoft Dynamics CRM. Working within a mission-critical, high-availability banking technology environment, you will be responsible for ensuring optimal system availability, driving incident and problem resolution, and implementing automation to improve operational efficiency.

Responsibilities:

• Deliver first-class production support services to channel stakeholders, managing end-to-end incident, problem, availability, and capacity management for applications in scope.
• Respond to, investigate, and resolve production incidents, service requests, and user queries through rigorous technical analysis.
• Manage incident communications and escalations (SLA breaches, major incidents, logistics) clearly across team members, management, and department stakeholders.
• Drive technical remediation in alignment with non-functional requirements and contribute to process standardisation and ITIL procedures.
• Drive continual service improvement through automation (Unix shell scripting, Windows batch, or other scripting languages).
• Troubleshoot and manage Control-M batch jobs, SSIS packages, and middleware tools (MQ, BMC, Remedy).
• Collaborate closely with 1st/3rd level support, infrastructure, and development teams to ensure swift resolution within defined SLAs.
• Translate complex technical issues into clear, understandable language for business users and maintain robust knowledge management practices.
• Participate in Disaster Recovery (DR) and Business Continuity Plan (BCP) exercises and execution.

Requirements:

• Bachelor’s Degree in Information Technology, Computer Science, or a related discipline.
• Minimum 5+ years of IT experience within the banking or financial services sector, specifically focusing on L2/L3 production support in high-availability environments.

Essential Technical

• Deep hands-on experience and strong understanding of Microsoft Dynamics CRM application architecture and production support.
• Proficiency in MS SQL Server, Oracle, Unix, and Middleware MQ. Proven troubleshooting skills in Control-M batch jobs and SSIS packages.
• Strong automation and scripting skills (Unix Shell, Windows Batch, or equivalent) with the ability to write and debug scripts and database queries.
• Solid grasp of ITIL methodology, software engineering change management, and DR/BCP protocols.

Personal Attributes & Soft Skills:

• Strong team player with a high sense of urgency, capable of managing multiple priorities under tight deadlines with minimal supervision.
• Excellent communication, interpersonal, and stakeholder management skills, with the ability to build long-lasting relationships across all management levels.
• Strong analytical and structured problem-solving mindset, balanced with a "big picture" understanding of contextual issues.
• Receptive to coaching, self-motivated, delivery-focused, and eager to continually uplift individual and team knowledge.

Skills

Microsoft Sql Server Integration Services (SSIS), Business Understanding, Microsoft Dynamics CRM, ITIL Process, Oracle, Implementation of ITIL procedures, BMC, BMC Remedy, SQL Server Reporting Services, Banking Experience, Unix shell, Microsoft SQL Servers, Unix, Microsoft SQL Server, Production Support, Middleware, Application Support, Unix platforms, Technical Queries, Incident Management