Job Description

Support Lead xe2x80x93 D365 F&O to act as the key liaison between the various Teams (Support, Technical, Functional, Release, Environment, Testing & Transition Teams) for the Microsoft Dynamics 365 Finance and Operations (D365 F&O) platform. The candidate having a deep understanding of D365 F&O will oversee the service delivery, ensure seamless communication, monitor incidents and service requests, and maintain strong relationships with internal stakeholders, business admins and external vendors to ensure optimal platform performance and service continuity.:Key ResponsibilitiesIncident & Problem Management:

• Oversee the triage and resolution of issues, ensuring that incidents are escalated to the appropriate team (Support, Development, Technical, Functional) in a timely manner.
• Monitor and track high priority tickets & escalated tickets, provide progress updates to stakeholders & ensure timely resolution within agreed SLAs.
• Review weekly and monthly dashboards & drive permanent solution.
• Act as an escalation point for complex issues, including system performance issues, integration failures, and technical bugs.
• Ensure support teams perform root cause analysis for recurring issues and work towards implementing long-term solutions.

Cross-Team Coordination:

• Serve as the primary point of contact between the support teams and the delivery teams to ensure smooth information flow and timely resolution of issues.
• Participate in regular market meetings, release meetings, upgrade meetings, hypercare meetings & transition meetings and trigger relevant communications, ensuring that each group is aligned with the overall goals and objectives.

Quality Assurance:

• Work with both the Delivery and Support teams to ensure that new developments, enhancements, and customizations are properly tested before deployment.
• Review and ensure that quality standards and best practices are maintained during the lifecycle of each project.

Change & Release Management:

• Liaise with all the relevant teams during change release, participate in Change Release discussions, ensuring all changes are planned, tested, and implemented smoothly.
• Communicate the impact of changes on business operations, ensuring minimal disruption.
• Oversee the planning, testing, and deployment of system updates and new releases.

Stakeholder Engagement & Performance Reporting:

• Facilitate region-wise meetings to review expectations, priorities and timelines for service assurance.
• Maintain strong relationships with key stakeholders within the organization, ensuring that the needs of the business are met.
• Communicate technical information to non-technical stakeholders, ensuring that the business understands the implications of technical decisions and progress.
• Provide regular reports to senior management on service performance, including incident resolution, issue trends, and any improvements or challenges.

Vendor Relationship Management:

• Build and maintain strong relationships with the vendor support team, ensuring they are responsive and aligned with the needs of the business.
• Facilitate governance meetings to review service performance.

Continuous Improvement:

• Proactively identify areas for improvement in service assurance and collaborate with both the vendor and delivery teams to implement improvements.
• Share feedback and best practices between the vendor and internal teams to enhance the overall performance of the D365 F&O platform.
• Continuously evaluate existing processes and workflows within the D365 teams and identify opportunities for improvements to increase efficiency and streamline operations.

Documentation, Knowledge Management & Training:

• Deliver regular status reports to management on ongoing incidents, avoidable tickets and performance metrics.
• Regular review of technical documentations, including knowledge base articles, to ensure accurate and efficient support.
• Facilitate knowledge sharing sessions between support teams end users.

Qualifications

• Overall, 7-9 years of experience in support with minimum of 3 years of recent experience in D365 F&O environment with hands-on experience in support aspects of D365
• Bachelor's degree in Information Technology, Computer Science, Business, or related field.

Professional Knowledge/Skills

• Mandatory skills and experience

• Strong understanding & proven experience in D365 F&O Support.
• Experience managing relationships with third-party vendors and coordinating between external teams and internal teams.
• Strong communication skills, with the ability to translate technical concepts to non-technical stakeholders.
• Experience with incident management, change management, and problem resolution.

• Desired skills and experience

• Certification in Microsoft Dynamics 365 (any functional or technical module).
• Familiarity with D365 integration points, middleware (Biztalk / Snaplogic) customizations, and data migration strategies.
• Familiarity with ServiceNow.
• Knowledge of Power BI and other D365 reporting tools is a plus.

Personal Attributes

• Flexible to work in shifts (preferably 3pm xe2x80x93 12am) with Bangalore as a preferred work location.
• Excellent interpersonal and relationship-building skills.
• Self-motivated with a strong sense of ownership and accountability.
• Demonstrated ability to work cross-functionally and across diverse teams.
• Problem-solving, Analytical thinking, good communication & collaboration.

Location: BangaloreBrand: Global FunctionsTime Type: Full timeContract Type: Permanent

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