Roles & 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 act 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.
What you ll do as the Technical Support Manager- D365 :
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Experience working with Dynamics 365 Finance and Operations and/or CE, either as end user or support role or a developer role.
- Experience working in order -to-cash, Procure-to-pay is required. Mostly knowledgeable in one or more areas like : Sales order, Pricing, Finance O2C , P2P, Tax.
- Troubleshooting skills - Ability to assess and apply what they have learned in one issue to another issue, attention to details is very important.
- Governing the support playbook and always looking for improvements in automation and preventing the issue occurrence.
- Ability to develop new runbooks or change the process based on data driven decisions.
- Ensure the quality checks on knowledgebase articles for use in future activities, quality check on ticket closure.
- Good understanding of key support metrics to measure and KPIs.
- Intermediate to advanced SQL skills for writing queries
- Good at learning business processes and application functionality
- Good/ Moderate proficiency in D365 F&O and CE modules
- Record and resolve support issues and escalate as required.
- Perform detailed RCAs on critical issues.
- Run scrum meetings and deliver high quality fixes with effective sprint planning .
What you will bring to the team:
- 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.
- Fast learner and good problem-solving skills
- Good oral and written communication skills
- Ability to manage multiple users and systems across multiple geographies.
- Background in D365 F&O and CE preferred
