Key Responsibilities:
- Provide L2/L3 support for incidents and service requests in D365 and MS CRM platforms.
- Analyse, diagnose, and resolve application issues, performance bottlenecks, and integration errors.
- Collaborate with business users to gather enhancement requirements and convert them into technical solutions.
- Implement configuration changes, custom workflows, plugins, and custom reports using Power Platform tools.
- Perform code reviews, unit testing, and coordinate UAT with business teams.
- Manage release deployments across environments (Dev, QA, Prod) following change control processes.
- Monitor system performance and proactively identify areas of improvement.
- Liaise with Microsoft support for complex issues or product bugs.
- Maintain and update technical and functional documentation.
- Stay current on Microsoft updates, patches, and roadmap to ensure platform compatibility.
Required Skills & Experience:
- 6-8 years of hands-on experience with Microsoft Dynamics 365 CE / CRM Online / On-Premise.
- Strong understanding of CRM modules such as Sales, Customer Service, and Marketing.
- Strong understanding on the Custom Portal, Power Pages, Logic Apps, Azure Functions, Batch Jobs, APIs and Third-Party Integrations using Power Platform.
- Proficiency in:
1. Customization & Configuration in D365
2. JavaScript, C#, .NET, Power Automate, and Power Apps
3. Plugins, Workflows, Custom Entities, Business Rules
4. Data Migration and Data Management
- Experience with Power Platform tools including Power BI is a plus.
- Familiarity with Azure services (e.g., Logic Apps, Azure Functions) is an advantage.
- Experience working in Agile or ITIL-based support environments.
