Application & Maintenance Support - Contract

ABOUT THE COMPANY

Zenith Infotech (S) Pte Ltd. was started in 1997, primarily with the vision of offering state-of-the-art IT Professionals and solutions to various organizations and thereby helping them increase their productivity and competitiveness. From deployment of one person to formation of whole IT teams, Zenith Infotech has helped clients with their staff augmentation needs. Zenith offers opportunity to be engaged in long term projects with large IT savvy companies, Consulting organizations, System Integrators, Government, and MNCs.

EA 20S0237

Industry
62011 - Development of software and applications (except games and cybersecurity)

About this opportunity:

Our client seeking a highly motivated and experienced AMS Lead to oversee the Application Maintenance and Support (AMS)operations for multiple CRM projects in the banking domain, built on Microsoft Dynamics 365. The ideal candidate will be responsible for ensuring the stability, performance, and ongoing enhancement of CRM systems that support core banking operations. This role requires strong expertise in Microsoft Dynamics CRM, a deep understanding of banking business processes, and a proven track record of leading cross-functional onshore/offshore support teams.

Key Responsibilities:

AMS Delivery & Operations

• Lead day-to-day AMS operations for multiple Microsoft Dynamics CRM applications across business units.
• Ensure timely resolution of incidents, service requests, changes, and problem tickets per agreed SLAs.
• Manage environment stability, application health checks, and capacity planning for Dynamics CRM systems.

Client & Stakeholder Management

• Act as the primary point of contact for stakeholders across business and IT for all AMS-related matters.
• Lead regular service reviews, incident trend analysis, and performance reporting with key stakeholders.
• Collaborate with CRM functional leads, business analysts, and development teams to support business objectives.

Team & Vendor Coordination

• Lead and manage onsite/offshore support teams, ensuring effective handovers, communication, and workload distribution.
• Coordinate with third-party vendors and partners involved in Dynamics CRM operations or integrations.

Continuous Improvement & Enhancements

• Identify improvement areas in service delivery, automation, ticket reduction, and root cause elimination.
• Lead minor enhancements, CRs,and optimization projects in coordination with business and technical teams.
• Ensure proper documentation, knowledge base updates, and adherence to governance frameworks.

Required Skills & Qualifications:

• Bachelor's degree in Computer Science, Information Systems, or a related field.
• 7+ years of experience in IT with at least 3 years in an AMS leadership role.
• Strong hands-on knowledge of Microsoft Dynamics 365 CRM (Customer Engagement), including modules like Sales and Customer Service.
• Experience working in the banking or financial services domain is required.
• Strong understanding of ITIL processes and AMS best practices.
• Proven experience managing support for integrations with core banking systems, third-party apps, and data services.
• Excellent stakeholder engagement, communication, and team leadership skills