"Position Overview
As an L2 & L3 MS Dynamics Application Maintenance Engineer, you will be the first line of defense for production issues and service requests across MS Dynamics applications (Dynamics 365 CE/CRM, Dynamics 365 F&O, Dynamics NAV/Business Central). You will triage issues, restore services quickly, execute runbook actions, and maintain accurate incident documentation. You will also support deployments, configuration updates, workflow adjustments, and integration changes, contributing to stability, performance, and compliance with SLAs/SLOs.

Key Responsibilities
Incident & Request Handling

Monitor workflow failures, integration alerts, plugin errors, and application dashboards; acknowledge within SLA and follow runbook steps for remediation.
Perform first‑touch troubleshooting (log review, plugin trace logs, workflow checks, configuration validations).
Escalate to L3/L4 or development teams based on clear escalation criteria; maintain incidents, timelines, and post‑incident data.

Source & Content Operations

Execute configuration updates, entity/field modifications, workflow changes, and parameter updates as per change policies.
Support deployments (solution imports, configuration migrations, environment syncs) under guidance.
Manage service requests such as access provisioning, workflow reruns, data corrections, reprocessing, and environment refreshes with audit traceability.

SRE Ways of Working

Follow runbooks, SOPs, SLO/error budget practices, and stability guardrails.
Contribute to KB articles, runbook refinements, and known‑error entries.
Perform daily system checks (workflow status, integrations, background service health, storage capacity, backups, logs).

Tools & Platforms
Experience supporting MS Dynamics applications including Dynamics 365 CE/CRM, Dynamics 365 F&O, and Business Central. Strong understanding of business processes, workflows, plugins, integrations, and troubleshooting Dynamics components. Hands‑on use of tools such as Power Platform Admin Center, Dynamics Admin Center, Plugin Trace Logs, LCS (Lifecycle Services), SQL Server Management Studio (where applicable), along with productivity tools (Postman, Notepad++, Git for documentation).

Mandatory Requirements
2–4 years in application support/maintenance across MS Dynamics systems (D365 CE/CRM, F&O, BC/NAV). Strong skills in issue debugging, log analysis, SQL basics, configuration validation, and resolving workflow/plugin/integration issues. Experience with change management tools, monitoring dashboards, and ITSM systems (ServiceNow/Jira). Ability to manage L2 & L3 incidents, deployments, configuration updates, and documentation.

Good to Have
Knowledge of Power Automate/Logic Apps, exposure to Dynamics integrations (API/ODATA), basic performance tuning, ETL experience, and ITIL processes.

KPIs
MTTA/MTTR for L2 & L3 scope, SLA adherence, ticket quality & documentation hygiene, % incidents resolved at L2/L3, and runbook compliance."