Crm Technical Consultant

We are looking for an experienced Production/Application Support professional with handson experience in SugarCRM .

The candidate will be responsible for supporting and maintaining the SugarCRM application in a production environment , troubleshooting application issues, managing incidents, monitoring daily processes and coordinating with various technical and business teams to ensure smooth application functioning.

Key Responsibilities

• Provide L2/L3 Production/Application Support for SugarCRM .
• Monitor the application and resolve production issues within defined SLAs.
• Troubleshoot application-related incidents and perform Root Cause Analysis (RCA) .
• Participate in P1/P2 incident management and coordinate with relevant teams for timely resolution.
• Work closely with Business Users, Development, Database, Linux/OS, Network and Firewall teams.
• Monitor and execute EOD/BOD processes and ensure successful completion.
• Participate in Disaster Recovery (DR) drills and application failover activities.
• Monitor application logs and identify potential production issues.
• Support application deployments, releases, patches and post-deployment validation.
• Maintain proper documentation of incidents, resolutions and support procedures.
• Identify recurring issues and work with development teams towards permanent fixes.

Mandatory Skills::

• Hands-on experience in SugarCRM Mandatory
• Experience in SugarCRM Production/Application Support
• Experience in L2/L3 Support
• Good knowledge of Linux/Unix
• Working knowledge of MySQL and/or MongoDB
• Experience with Apache Tomcat
• Good understanding of Incident Management and SLA-based support
• Experience handling P1/P2 incidents
• Experience working with cross-functional technical teams
• Experience in DR/BCP activities

Good to Have

• Knowledge of PHP
• Experience with WebSphere/WebLogic
• Experience with monitoring/ticketing tools such as Jira, ServiceNow, etc.
• Banking/Financial Services domain experience