Job Summary
Position Overview
We are looking for an energetic and detail‑oriented Application Support Engineer (L1 + L2) to support MS Dynamics application maintenance in an SRE‑driven operating model. This role combines first‑line and second‑line support, including incident troubleshooting, configuration management, Dynamics‑aware tasks, stability checks, and ongoing optimization activities.
The ideal candidate will help ensure application stability, performance, and continuous improvement while supporting Dynamics 365 CE/CRM, Dynamics 365 F&O, and Business Central environments.
This is an excellent role for freshers or early‑career engineers eager to grow into SRE, Dynamics DevOps, or advanced application engineering roles.
Key Responsibilities
Key Responsibilities
1. Incident & Service Request Handling (L1 + L2 Scope)
Monitor workflow failures, plugin errors, API/integration alerts, and Dynamics dashboards; acknowledge and respond within defined SLAs/SLOs.
Perform initial troubleshooting using plugin trace logs, system jobs, entity validations, and runbooks.
Restore services by executing recommended actions (workflow reruns, configuration corrections, cache refreshes, scheduled job restarts).
Escalate complex issues to senior engineers or development teams with clear documentation.
Maintain accurate incident notes, timelines, and resolution steps.
2. Application Source Code & Content Operations
Support parameter, entity, business rule, and configuration updates across MS Dynamics applications.
Assist in solution deployments during release windows, including pre‑checks, validations, and rollback support.
Maintain CRM solutions, workflows, Power Automate flows, and configurations within version‑controlled repositories.
Execute tasks to keep Dynamics components current, optimized, and stable.
3. Application Stability & Daily Operational Checks
Perform scheduled health checks, workflow monitoring, integration validations, and log analysis.
Ensure smooth functioning of Dynamics 365 CE processes, F&O batch jobs, Business Central pages, and system operations.
Validate records, data model consistency, scheduled jobs, backups, and overall service health metrics.
4. SRE‑Conscious Operations & Automation Participation
Follow SRE practices such as runbook execution, error‑budget awareness, and RCA discipline.
Identify recurring issues and propose automation or runbook improvements.
Contribute to Knowledge Base (KB) articles and troubleshooting guides.
Support continuous improvement initiatives across reliability, observability, and operational efficiency.
5. Tools & Platforms Exposure
Dynamics Technologies: Dynamics 365 CE/CRM, Dynamics 365 F&O, Business Central – troubleshooting workflows, plugins, integrations, and configurations.
Utilities: Power Platform Admin Center, Dynamics Admin Center, Plugin Trace Logs, LCS (Lifecycle Services), and BC admin tools.
Change Management: Git, Azure Repos, or equivalent version‑control tools.
Monitoring Tools: Dynamics system jobs, Dataverse analytics, Power Platform monitoring, and integration diagnostic logs.
Freeware/Open‑source tools: Git (documentation), Postman/Notepad++ (auxiliary), curl/OpenSSL for API simulations.
Skill Requirements
Mandatory Requirements
0–2 years of experience in application support, production support, or software maintenance.
Basic understanding of:
Dynamics 365 CE/CRM entities, workflows, and business rules
F&O batch jobs, data management, and module behaviors
SQL basics – ability to run simple SELECT queries
Business Central pages, tables, and AL object structure
Workflow reruns, configuration checks, and integration failure investigation
Familiarity with Dynamics tools (Admin Center, Power Automate, LCS) and versioning tools.
Strong analytical and troubleshooting mindset.
Willingness to work in rotational shifts and learn rapidly.
Good to Have
Exposure to Power Platform monitoring, Dataverse analytics, or Dynamics admin tools.
Knowledge of automation scripting (PowerShell/Python) for operations.
Understanding of solution optimization, plugin performance basics, and data indexing.
Awareness of ITIL processes (Incident, Change, Problem).
Basic understanding of integrations and log/dump analysis.
Soft Skills
Strong communication and documentation skills.
Ability to think logically and solve problems under pressure.
Proactive learning attitude and adaptability.
Team player with a customer‑first mindset.
Key Performance Indicators (KPIs)
Incident response & resolution speed (MTTA/MTTR).
Ticket quality and adherence to SLAs.
Accuracy and completeness of documentation and runbooks.
Contribution to stability improvements and SLO adherence.
Participation in automation and process optimization efforts."