Location-Mumbai
Experience: 5-7 YEARS
Rotational shift : Shift time as below :
IST 2:00 PM – 11:00 PM
IST 10:00 PM – 7:00 AM
IST 6:00 AM – 3:00 PM
Joining time : Immediate or 15 days
Responsibilities
- Act as a subject matter expert responsible for providing advanced technical support and guidance for complex issues related to Microsoft Dynamics 365 applications.
- Working at the highest level of support escalation, you will collaborate with internal teams, vendors, and customers to diagnose, troubleshoot, and resolve intricate technical challenges.
- You will be pivotal in ensuring the stability, performance, and optimal functioning of Dynamics 365 environments
- Demonstrate deep knowledge and proficiency in Dynamics 365 architecture, configuration, customization, and integration.
- Analyse and troubleshoot intricate technical problems, system errors, and performance bottlenecks.
- Utilize advanced diagnostic tools, methodologies, and scripting techniques to identify root causes and implement effective solutions in a timely manner.
- Act as a point of escalation for unresolved issues from L1 and L2 support teams.
- Collaborate closely with peers, senior engineers, development teams, and third-party vendors to resolve complex technical challenges and ensure customer satisfaction.
- Conduct comprehensive analysis of recurring incidents, service outages, and system failures to identify underlying patterns and trends.
- Propose and implement preventive measures, proactive monitoring solutions, and long-term optimizations to enhance system reliability and resilience.
- Lead and coordinate the planning, testing, and implementation of system upgrades, patches, and configuration changes in Dynamics 365 environments.
- Ensure adherence to change management processes, documentation standards, and compliance requirements.
- Create and maintain technical documentation, troubleshooting guides, best practices, and knowledge base articles.
- Share expertise and insights with the support team through training sessions, workshops, and mentoring activities to enhance overall competency and efficiency.
- Proactively identify opportunities for process improvements, automation, and optimization in support workflows, tools, and methodologies.
- Drive initiatives to enhance service delivery, reduce response times, and increase customer satisfaction
- Provide advanced training, guidance, and technical assistance to end-users, administrators, and technical stakeholders on complex system configurations, customizations, and integrations.
- Foster self-service capabilities and empower users to maximize the value of Dynamics 365 applications.
Qualifications
1. Technical Proficiency: Extensive experience with Microsoft Dynamics 365 applications, including advanced configuration, customization, and administration. Profound understanding of Dynamics 365 architecture, data model, security model, and integration capabilities.
2. Problem-Solving Skills: Exceptional analytical and problem-solving abilities with a track record of resolving complex technical issues effectively. Ability to think critically, troubleshoot systematically, and develop innovative solutions to address intricate challenges.
3. Communication Skills: Excellent interpersonal and communication skills with the ability to convey complex technical concepts and solutions clearly and concisely to both technical and non-technical audiences. Strong documentation skills with attention to detail.
4. Team Collaboration: Collaborative mindset with the ability to work effectively in a cross-functional team environment. Experience leading and coordinating efforts across multiple teams, stakeholders, and geographical locations.
5. Customer Focus: Customer-centric approach with a commitment to delivering exceptional support and exceeding customer expectations. Empathetic attitude towards understanding customer needs and providing personalized assistance.
6. Adaptability: Agility to thrive in a fast-paced and dynamic environment, adapting to evolving technologies, business requirements, and customer demands. Willingness to continuously learn and acquire new skills.
7. Certifications: Relevant certifications in Microsoft Dynamics 365, such as Microsoft Certified: Dynamics 365 Solution Architect Expert, Dynamics 365 Finance and Operations Apps Solution Architect, or Dynamics 365 Sales Functional Consultant Associate, are highly desirable.
