Job Summary
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
4–6 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 L3 & L4 incidents, deployments, configuration updates, and documentation.
KPIs
MTTA/MTTR for L3 & L4 scope, SLA adherence, ticket quality & documentation hygiene, % incidents resolved at L3/L4, and runbook compliance.
Key Responsibilities
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).
Skill Requirements
Good to Have
Knowledge of Power Automate/Logic Apps, exposure to Dynamics integrations (API/ODATA), basic performance tuning, ETL experience, and ITIL processes.