Job Description

Position Title: D365 Application Support Lead

Summary: The D365 Application Support Lead will be responsible for managing the support and maintenance of Microsoft Dynamics 365 applications. This role includes overseeing the support team, handling escalated issues, ensuring optimal system performance, and coordinating with various departments to implement system enhancements. The ideal candidate will possess deep technical knowledge of D365 applications, excellent problem-solving skills, and experience in a leadership role.

Key Responsibilities:

• Team Leadership:
• Lead, mentor, and manage a team of D365 support analysts.
• Conduct regular team meetings to ensure alignment on goals and objectives.
• Provide training and development opportunities for team members.
• Technical Support:
• Serve as the primary point of contact for escalated D365 application issues.
• Troubleshoot and resolve complex technical issues related to D365 applications.
• Ensure timely and effective resolution of support requests and incidents.
• Maintain a detailed log of support cases and resolutions.
• System Maintenance:
• Oversee the regular maintenance and updates of D365 applications.
• Collaborate with IT infrastructure teams to ensure system stability and performance.
• Manage system backups, disaster recovery plans, and data integrity.
• Process Improvement:
• Identify and implement process improvements to enhance support efficiency.
• Develop and maintain standard operating procedures for D365 support.
• Monitor system performance and user feedback to recommend enhancements.
• Stakeholder Collaboration:
• Work closely with business units to understand their needs and ensure D365 applications meet those needs.
• Coordinate with development teams for system customizations and new feature implementations.
• Communicate effectively with stakeholders regarding support issues, changes, and updates.
• Reporting and Documentation:
• Generate regular reports on support team performance, system uptime, and issue resolution.
• Maintain comprehensive documentation of system configurations, processes, and procedures.
• Ensure documentation is up-to-date and accessible for team members.

Qualifications:

• Education: Bachelor’s BE in IT / Computer Science or equivalent.
• Experience: Minimum of 5 to 8 years of experience in supporting Application Support preferably Microsoft Dynamics 365.
• Technical Skills:
• Proficiency in Microsoft Dynamics 365 (Finance & Operations, Customer Engagement, etc.).
• Strong understanding of SQL, Power Platform, and Azure services.
• Familiarity with ITIL framework and service management best practices.
• Soft Skills:
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work under pressure and manage multiple priorities.