Senior Analyst, Itsm (brm & Crm)

Ang Mo Kio, Singapore, Singapore

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Responsibilities

Manage and maintain the on-premises Oracle BRM and CRM applications.
Ensure that on-premises Oracle BRM & CRM applications are functioning properly and run at a healthy and secure state.
Provide 1st level and 2nd Level technical support to B2B customer and internal staff; work closely with the other team or 3rd party vendor to resolve the complex issue; rectify the production issue within the Service Level Agreement (SLA).
Drive root cause analysis (RCA) for the repeated/critical issue; collaborate and support DevOps teams or vendors for the change/release management of new features release, bug-fixing and security patches in the Oracle BRM and CRM production and DR environment.
Perform basic configuration, testing, and preventive maintenance for Oracle BRM and CRM production application.
Develop and optimize the custom scripts/solution for automating the routing/on-demand operation tasks and operations-related failure/alert response.
Ensure ITIL SOP/process, business continuity plan (BCP) and application security protection throughout BSS applications.

Requirements

Degree in Engineering, Computer Science, or a related subject.
Experience with Telco Billing, CRM and Mobile App/Web application.
Good Knowledge of Linux Shell Scripting, Oracle WebLogic, SQL and PL SQL.
Experience with ITIL process/SOP and DevOps/collaboration tools (SolarWinds, ServiceNow, JIRA and Confluence) would be an added advantage.

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