Technology Solutions

Job Title : Technical Support Manager

• Dynamics 365Job Location : Hyderabad, TelanganaWorksite : Onsite (100%)About WCT :WaferWire Technology Solutions (WCT) specializes in delivering comprehensive Cloud, Data and AI solutions through Microsoft's technology stack.

Our services include Strategic Consulting, Data/AI Estate Modernization, and Cloud Adoption Strategy. We excel in Solution Design encompassing Application, Data, and AI Modernization, as well as Infrastructure Planning and Migrations. Our Operational Readiness services ensure seamless DevOps, ML Ops, AI Ops, and Sec Ops implementation.

We focus on Implementation and Deployment of modern applications, continuous Performance Optimization, and future-ready innovations in AI, ML, and security enhancements. Delivering from Redmond-WA, USA, Guadalajara, Mexico and Hyderabad, India, our scalable solutions cater precisely to diverse business requirements and multiple time zones (US time zone alignment). About Role/Project :We are seeking an experienced Technical Support Manager

• Dynamics 365 to lead and optimize our D365 support team.

This role involves managing technical support operations, ensuring high-quality service delivery, and driving continuous process improvement. The ideal candidate will have deep expertise in D365, cloud platforms (Azure/AWS), ticketing systems, and customer relationship management. We want people who have combination experience in F&O and Customer Experience. Responsibilities :

• Strong understanding of Customization & Solutions within Dynamics 365.
• Ability to assign cases/incidents logically to the appropriate team members.
• Active involvement in customer calls
• managing escalations and shadowing support calls.
• Root cause analysis to improve project health and minimize recurring issues.
• Leading Quarterly Business Reviews (QBRs)/ Leading Monthly Business Reviews (MBRs)
• preparing reports and presenting them to clients or Stakeholders.
• Effective client communication, discussing challenges, achievements, and areas for improvement.
• Ownership of end-to-end deliverables for project execution and support.

Required Qualifications :

• 10+ years of experience in technical support, IT operations, or enterprise application support.
• Hands-on experience with Microsoft Dynamics 365 (F&O, Customer Engagement, Business Central, Power Platform, or CRM modules).
• Expertise in troubleshooting, system integration, and customization within D365 environments.
• Strong understanding of Azure, Power Automate, APIs, and cloud-based solutions.
• Experience in ticketing system management, escalation handling, and SLA adherence.
• Customer-focused approach with strong stakeholder engagement skills.
• Proven leadership experience, mentoring, and coaching technical teams.
• Excellent communication & problem-solving abilities.
• Bachelor's degree in computer science, IT, or a related field is preferred.

Equal Employment Opportunity Declaration :WCT is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. )