Technical Support Manager

Roles & Responsibilities:

• Managing a team of Support Engineers of D365 CE andFnOapplication expertise.
• Operating the support function and helping the business with resolution of supports tickets within SLAs.
• The positionactas 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 theTechnicalSupportManager- D365:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonableaccommodationmay 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 useror supportrole or a developer role.
• Experience working inorder-to-cash, Procure-to-pay is required. Mostly knowledgeable in one ormoreareaslike :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 alwayslookingfor 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
• Goodat learning business processes and application functionality
• Good/ Moderate proficiency in D365 F&O and CE modules
• Record and resolve supportissues and escalate as required.
• PerformdetailedRCAs on critical issues.
• Run scrum meetings and deliver high quality fixes with effective sprint planning.

Whatyou willbring 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