Job Type: Full-Time / Permanent
Shift: 1:30 PM – 10:00 PM IST (Aligned to UK Business Hours)
About the Role
We are looking for a Microsoft Dynamics 365 CE Application Support Engineer to join our growing team and provide application support during UK business hours.
This is a technical application support role focused on Microsoft Dynamics 365 Customer Engagement (CE), incident management, troubleshooting, ticket triage, and collaboration with technical teams to ensure business-critical systems remain operational.
The ideal candidate will have hands-on experience supporting Dynamics 365 CE in a production environment, strong troubleshooting skills, and experience working with ticketing and incident management systems.
Key ResponsibilitiesApplication Support & Incident Management
- Monitor and manage support tickets during UK business hours.
- Investigate and troubleshoot Dynamics 365 CE application issues.
- Perform L1/L2 incident triage and resolution.
- Replicate reported issues and gather diagnostic information.
- Analyse logs, screenshots, error messages, and user-reported problems.
- Resolve known issues using established procedures and support documentation.
- Escalate complex technical issues to senior engineers when required.
Ticket Management & Documentation
- Create clear and detailed support tickets and bug reports.
- Document findings, root causes, business impact, and recommended actions.
- Maintain accurate updates throughout the ticket lifecycle.
- Ensure proper incident prioritisation and escalation.
Support Continuity
- Review open incidents, unresolved alerts, and failed processes.
- Ensure smooth handovers between support teams.
- Support business users and provide timely communication on issue status.
- Help maintain service quality and response time targets.
Continuous Improvement
- Identify recurring issues and recommend long-term solutions.
- Contribute to support documentation and knowledge base articles.
- Recommend improvements to support processes and runbooks.
- Assist with trend analysis and service reporting.
On-Call Support
- Participate in an on-call rota for critical incidents when required.
- Follow established escalation procedures and support processes.
- Document actions taken during incident resolution.
Required Skills & Experience
- 2+ years of experience supporting Microsoft Dynamics 365 CE (Customer Engagement) in a production environment.
- Experience in Application Support, Production Support, or Technical Support roles.
- Strong understanding of incident management and troubleshooting methodologies.
- Experience working with ITSM tools such as ServiceNow, SMAX, Jira Service Management, or similar platforms.
- Experience creating and managing technical support tickets.
- Ability to analyse logs, alerts, and application errors.
- Strong problem-solving and diagnostic skills.
- Experience supporting business users and resolving technical issues.
- Excellent written and verbal communication skills.
- Comfortable working UK-aligned shifts from India.
Preferred Skills
- Microsoft Power Platform experience.
- Dataverse administration knowledge.
- Power Automate troubleshooting experience.
- Familiarity with Azure DevOps.
- Understanding of Dynamics 365 security roles, forms, views, and business rules.
- Exposure to release management or deployment support.
- Microsoft Dynamics certifications.
- Experience working in offshore support or managed service environments.
What Success Looks Like
- Incidents are triaged accurately and resolved promptly.
- High-quality support tickets and escalation documentation.
- Strong communication with users and technical teams.
- Reduced recurring incidents through proactive problem identification.
- Consistent adherence to support processes and SLAs.
Apply Now
If you have hands-on Microsoft Dynamics 365 CE support experience and enjoy troubleshooting complex application issues in a fast-paced environment, we’d love to hear from you.
Pay: ₹300,000.00 - ₹600,000.00 per year
Experience:
- Microsoft Dynamics 365: 1 year (Required)
Work Location: In person
