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.