Dynamics 365 Technical Support Expert

3 days ago

Bengaluru Bangalore Hyderabad Secunderabad Telangana Noida, India beBeeProblemSolving Full time ₹ 12,00,000 - ₹ 30,00,000

Technical Support Lead

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The role of a Technical Support Manager involves managing a team of support engineers with expertise in D365 CE and FnO applications. The incumbent will be responsible for operating the support function, helping the business resolve support tickets within Service Level Agreements (SLAs), and acting as the first point of escalation when issues breach SLAs or outages occur.

Additionally, the Technical Support Manager will oversee short-term projects spanning 1-6 months, manage a maintenance team that fixes bugs and technical debt issues, and develop new runbooks or change processes based on data-driven decisions.

The ideal candidate should have experience working with Dynamics 365 Finance and Operations and/or CE, either as an end-user or support role or developer role. They should also possess troubleshooting skills, attention to detail, and ability to assess and apply learned knowledge to other issues.

  • Key Responsibilities:
  • Managing a team of Support Engineers of D365 CE and FnO application expertise
  • Operating the support function and helping the business with resolution of supports tickets within SLAs
  • The position acts as the first point of escalation when the issues breached SLAs or any outages occur
  • Manage 2-5 short term projects spanning from 1 Month to 6 months
  • Managing a maintenance team fixing the bugs and technical debt issues

Requirements:

The Technical Support Manager must have a bachelor's degree in Computer Science or equivalent fields. They should have at least 10-15 years of overall experience, 5+ years of D365 user or support role experience, and 5+ years of experience managing a team of 10+ members.

Fast learner and good problem-solving skills are essential for this role, along with good oral and written communication skills. Ability to manage multiple users and systems across multiple geographies is also required.

  • Essential Qualifications:
  • BE/BS or MS in Computer Science or equivalent fields
  • 10-15 years of overall experience
  • 5 + years D365 user or as a support role
  • 5 + years of experience managing a team of 10+ members and team player

What You Will Bring to the Team:

Knowledge of Dynamics 365 Finance and Operations and/or CE is preferred, as well as intermediate to advanced SQL skills for writing queries.

Good understanding of key support metrics to measure and KPIs is also necessary. Record and resolve support issues and escalate as required.

  • Preferred Qualifications:
  • Background in D365 F&O and CE
  • Intermediate to advanced SQL skills for writing queries
  • Good understanding of key support metrics to measure and KPIs

Benefits:

The Technical Support Manager will enjoy a fast-paced environment with opportunities for growth and development. They will work collaboratively with a talented team to deliver high-quality results and make a meaningful impact on the organization.

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