Job Description

JOB DESCRIPTION:

Job Title: Software Developer / Software Programmer (GouDev/RID17540)

Job Purpose:

Lead and direct the team\xe2\x80\x99s daily operations of application system support for CRM systems and related ecosystems and ensure that all incidents and problems are managed accordingly within the established standard operating procedures (SOP), stipulated service level agreements (SLAs), Clients Group\xe2\x80\x99s established IT governance and policies including Information Security, Disaster Recovery/Business Continuity Planning framework, applicable regulatory requirements and auditors.

Key Responsibilities:

Drive and execute the operational strategies to deliver the most efficient and effective incident management operations and monitoring of application system performance and availability throughout the lifecycle of IT application systems from new implementation, production, changes to enhancements.
Understand the business function and critical IT systems and applications services, business/ systems continuity strategy, monitoring tools and SLAs and provide guidance and functional clarity to the team.
Take ownership of issues and lead the collaboration with multiple teams within GT, systems owners, users and/or vendor, where applicable, to facilitate the incident/ problem troubleshooting/resolution, root cause analyses, recovery and restoration and change management process in accordance with the established SOP and within the stipulated SLAs.
Review the incident/ problem diagnosis and analysis and provide feedback to the team and relevant stakeholders on the fixes/ changes and where necessary, escalate to superior for review or next action/ decision.
Track closure of all reported incidents and problems and ensure that tickets/ incidents beyond the scope are escalated accordingly for immediate action on a timely manner.
Pro-actively monitor and analyse incidents trend and alert on recurring and potential issues to prevent disruptions and outages as well as provide recommendations for permanent and sustainable corrective actions and solutions to improve the overall stability of the applications systems.
Lead the collaboration with development teams and vendor, where applicable, to identify and implement workarounds for technical gaps, problems and risks that arise throughout the development lifecycle including performing and managing system maintenance activities in SIT/UAT/regression testing, production, and disaster recovery environment.
Manage the support arrangement for planned and unplanned activities and resource work schedules.
Act as a central point of contact with key users and vendors and enforce adherence to SLA.
Provide accurate and timely operational and management reports and information as required by management, business stakeholders, auditors, regulators, etc.
Facilitate collaboration with other pillars within GT to drive improvement in IT support operations, processes as well as share best practices.
Coach and manage the performance deliverables and quality of the team.

Job Specification:

Qualifications (Basic Degree/Diploma etc.):

Bachelor\xe2\x80\x99s Degree in Computer Science, Information Technology or related discipline.

Professional Qualification and/or Regulatory, Licensing requirements:

ITIL V3 Foundation Certification (Added Advantage)

Relevant Work Experience:

Minimum 5 \xe2\x80\x93 8 years of experience with 5 years of team leading role for IT production support operations in commercial, service-based or vendor organisation or established banks/ financial institutions
Experience in managing support for mission critical enterprise applications, on O/S and RDMS related support
Proven aability in evaluating impact and severity of incidents by defining or understanding the problem statement
Experience working in a collaborative multi-disciplinary and international environment.

Required Competencies and Skills:

Technical/ Functional skills:

Understanding of common industry standard business practices supported by Microsoft Dynamics
Good understanding / Hands of Microsoft Dynamics or another business management software (Preferably Microsoft Dynamics)
Dynamics 365 Customer Engagement- Customization & Configuration, Plug-ins, Workflows, JavaScript.
Knowledge and good understanding of software in a Software as a Service (SaaS) environment, MSSQL, HTML, Microsoft ASP, Microsoft .Net, and Platform as a Service(PaaS).
3-5 years of experience with Distributed Technologies \xe2\x80\x93 Microsoft Dynamics CRM, MSSQL Server
Strong working experience in Microsoft Dynamics CRM application production support
Strong understanding of Microsoft Dynamics CRM application architecture and Excellent troubleshooting skills in Control-m batch issues, SSIS packages
Hands-On experience in writing / debugging scripts, code, and database queries
Good experience in Middleware MQ / BMC / Control-M/ Remedy incident Management tools
Knowledge of the Dataverse and Experience in PowerPlatform components
Microsoft Azure certification is a plus
Business and Technology Trends on Microsoft Dynamics CRM and Consumer Banking
Incident, Problem and Change Management Practices
ITIL Framework
Software Development Life Cycle (SDLC) Framework and Practices
IT Monitoring Tools and Automation Processes
Banking Functions and Operating Environment
Local and International Regulatory Requirements and Guidelines
Technology Risk Drivers
Business Awareness
Analytical
Troubleshooting
Problem-Solving.

Non-Technical Skills:

Team Leading
Coaching
Customer and Service Oriented
Stakeholder Management
Change Management
Troubleshooting, Investigation and Diagnostic
Analytical
Problem Solving
Collaboration
Communication.

Tentacle Technologies