Bengaluru, Karnataka
Job Summary
Job Title\\\\r\\\\nMicrosoft Dynamics Application Support Engineer\\\\r\\\\nJob Summary\\\\r\\\\nWe are seeking a skilled Microsoft Dynamics Application Support Engineer to provide production support, maintenance, and continuous improvement for Microsoft Dynamics applications. The ideal candidate will have hands-on experience supporting Microsoft Dynamics 365 (CRM/CE,Sales, Finance & Operations, Business Central, or AX depending on the environment), troubleshooting application issues, coordinating with business users, and ensuring system availability while maintaining service-level agreements (SLAs).\\\\r\\\\n________________________________________\\\\r\\\\nKey Responsibilities\\\\r\\\\nApplication Support\\\\r\\\\n• Provide Level 1/2 support for Microsoft Dynamics applications.\\\\r\\\\n• Investigate and resolve production incidents within SLA.\\\\r\\\\n• Coordinate with development teams for bug fixes and enhancements.\\\\r\\\\n• Support deployment activities across Development, QA, UAT, and Production environments.\\\\r\\\\nIncident & Problem Management\\\\r\\\\n• Manage incidents using ITSM tools such as ServiceNow, D365 CRM or Jira.\\\\r\\\\n• Prioritize tickets based on business impact.\\\\r\\\\n• Perform issue triage and communicate status to stakeholders.\\\\r\\\\nUser Support\\\\r\\\\n• Provide functional and technical support to business users.\\\\r\\\\n• Assist users with application-related queries.\\\\r\\\\n• Conduct knowledge transfer sessions.\\\\r\\\\n• Create user guides and troubleshooting documentation.\\\\r\\\\nDocumentation\\\\r\\\\n• Maintain support documentation.\\\\r\\\\nCollaboration\\\\r\\\\n• Work closely with: \\\\r\\\\no Business users\\\\r\\\\no Functional consultants\\\\r\\\\no Developers\\\\r\\\\no Infrastructure teams\\\\r\\\\no Third-party vendors\\\\r\\\\n________________________________________\\\\r\\\\nTechnical Skills\\\\r\\\\nRequired\\\\r\\\\n• Microsoft Dynamics 365 (CRM/CE, F&O, Business Central, or AX)\\\\r\\\\n• Microsoft Power Platform\\\\r\\\\n• Power Apps\\\\r\\\\n• Azure fundamentals\\\\r\\\\n• REST APIs\\\\r\\\\n• Web Services\\\\r\\\\n• Office 365\\\\r\\\\n• Excel\\\\r\\\\nGood to Have\\\\r\\\\n• Azure DevOps\\\\r\\\\n• Azure Logic Apps\\\\r\\\\n• Azure Service Bus\\\\r\\\\n• Power BI\\\\r\\\\n• SSMS\\\\r\\\\n________________________________________\\\\r\\\\nFunctional Skills\\\\r\\\\n• Incident Management\\\\r\\\\n• Problem Management\\\\r\\\\n• SLA Management\\\\r\\\\n• Root Cause Analysis\\\\r\\\\n• Production Support\\\\r\\\\n• Business Process Understanding\\\\r\\\\n• User Training\\\\r\\\\n________________________________________\\\\r\\\\nRequired Experience\\\\r\\\\n• 4+ years of Microsoft Dynamics application support experience.\\\\r\\\\n• Experience supporting production environments.\\\\r\\\\n• Experience with ITIL-based support processes.\\\\r\\\\n• Experience working in global support teams.\\\\r\\\\n• Experience with ticketing tools (ServiceNow, Jira, Remedy).\\\\r\\\\n• Experience supporting integrations and APIs.\\\\r\\\\n• Knowledge of database troubleshooting.\\\\r\\\\n________________________________________\\\\r\\\\nPreferred Experience\\\\r\\\\n• Microsoft Dynamics 365 CRM\\\\r\\\\n• Dynamics Finance & Operations\\\\r\\\\n• Dynamics AX\\\\r\\\\n• Dynamics Business Central\\\\r\\\\n• Dynamics Sales\\\\r\\\\n• Dynamics Customer Service\\\\r\\\\n________________________________________\\\\r\\\\nResponsibilities During Production Support\\\\r\\\\n• Ticket monitoring and resolution.\\\\r\\\\n• User issue resolution.\\\\r\\\\n• On-call support (rotatio
Key Responsibilities
Job Responsibilities : Dynamics Engineer
1. Provide On-Call Support For Escalated Issues By Performing Root Cause Analysis Using O365 Administration Tools, Ensuring Timely And Effective Resolution Of Incidents.
2. Independently Resolve Support Tickets Within Agreed Sla Parameters By Leveraging O365 Administration Knowledge, Maintaining High Standards Of Service Delivery.
3. Adhere To Quality Standards And Regulatory Requirements While Managing Support Activities, Ensuring Compliance With Company Policies In All Operations.
4. Enhance The Knowledge Base By Documenting Solutions And Updating Relevant Articles, Facilitating Knowledge Sharing Within The Support Team.
5. Train And Coach New Analysts On O365 Administration Best Practices And Support Processes, Fostering A Collaborative And Knowledgeable Team Environment.
6. Focus On Achieving Positive Customer Experience And High Csat By Aiming For First Call Resolution And Minimizing Rejected Resolutions Or Reopened Cases.
Skill Requirements
Skill Requirement : Dynamics Enginee
1. Proficiency In O365 Administration And Support Processes
2. Strong Problem-Solving And Analytical Skills
3. Familiarity With Ticketing Systems And Sla Management
4. Excellent Communication And Customer Service Skills
5. Basic Knowledge Of Regulatory Compliance And Quality Standards
Other Requirements
Other Requirement : Dynamics Engineer
1. Microsoft 365 Certified: Modern Desktop Administrator Associate (Optional But Valuable)
2. Microsoft Certified: Security, Compliance, And Identity Fundamentals (Optional But Valuable
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