About the role
We are seeking a CRM Support Team Lead to manage and handle issues raised by business users. The ideal candidate should:
- Have experience leading a small team
- Have experience in project management
- Have experience in system design and architecture
- Be willing to get his hands on resolving L1/L2 tickets with the team
- Be able to lead the team to prioritise issues, design proper workarounds & solutions
Responsibilities and main duties:
- Level 1 & Level 2 Support for our MS Dynamic CRM
- Perform root cause analysis for system errors, performance issues, or failed integrations
- Review and classify issues into problems for Vendor to fix
- Prioritise issues and coordinate with vendor to fix issues
- Review vendor solutions to ensure they adequately resolve problems without gaps
- Manage system configurations, including user roles, security roles and permissions
- Analyse and resolve integration (API) issues with other third-party applications (e.g. HR, HubSpot, legacy systems) or internal systems
- Design and perform robust UAT tests and validation on Dynamics 365 customisations before Vendor deploys them to production
- Document and maintain troubleshooting steps, known issues, and common resolutions for team knowledge base
- Provide training to users on new features, system updates, or best practices
- Any other ad-hoc duties assigned
Technical requirements:
- Experience in MS Dynamics CRM
- Experience in .Net, C#, and SQL scripts
- Experience with MS PowerAutomate & PowerBI
- Basic experience using development tools like Postman, Azure DevOps is preferred
- Basic experience with Web Servers like IIS and Nginx is preferred
- Basic experience with networking and cyber security is preferred
- Basic experience with JavaScript, jQuery, HTML & CSS is preferred
Requirements:
- Possesses minimum Degree in IT or Computer Science
- 5 years work experience
- Strong analytical and problem-solving skills
- Able to work within a team and individually
- Possess a can-do attitude
- Takes initiative to do the right things
- Have a customer centric attitude to help resolve problems promptly
- Able to work under stress and stringent timelines
- Able to manage vendors and stakeholders well
