Responsibilities:

• Lead the support team in diagnosing and resolving issues reported by users promptly. This can include troubleshooting technical problems, investigating data discrepancies, and identifying the root cause of system errors.
• Oversee minor system customizations and configurations based on user requirements. This might include creating new fields, entities, workflows, or adjusting security settings.
• Customize D365 CE entities, forms, views, workflows, and business rules to align with business processes.
• Stay informed about the latest patches, updates, and releases for Dynamics 365. Plan and execute the application of patches and updates, ensuring system stability and security.
• Monitor the performance of the D365 system, identifying bottlenecks, and taking proactive measures to optimize performance. This might involve analysing system logs, performance metrics, and user feedback.
• Organize training sessions for end-users to enhance their skills and knowledge of the system. Provide training materials and resources to users for self-help.
• Gather feedback from users about system functionality and issues they face. Analyse this feedback to identify common problems and propose long-term solutions.
• Interface with Microsoft or relevant vendors for advanced technical support when issues cannot be resolved internally. Coordinate with vendors for issue escalation and resolution.
• Integrate D365 CE with other systems and applications, ensuring seamless data flow.
• Develop custom plugins and workflow activities using C# and .NET to extend the platform’s functionality.
• Write client-side scripts using JavaScript and create web resources to enhance user experience and interface.
• Assist in data migration from legacy systems to D365 CE.
• Design and customize reports using tools like Power BI, SQL Server Reporting Services (SSRS), and FetchXML.
• Implement and manage security roles, field-level security, and data access permissions.
• Ensuring the adoption of the architectural and development standards by the implementation team.
• Leadership of technical resources within the support team.

Requirements:

• Must have relevant Microsoft Dynamics certification
• Must have 5 – 8 years’ experience hands on experience in leading technical teams
• Must have 5 – 8 years’ experience practical work experience in a Microsoft consulting experience
• Must have more than 8 years of experience in user support or customer service roles is important.