Technical Support Manager — D365 CE or FNO
IndiaFull-time12–22 yrsPosted over a month ago
Leadership IT support role at Zones. Needs 12+ years.
About the role
We are seeking a committed and hands-on Technical Support Manager to lead our Dynamics 365 Customer Engagement (D365 CE or FNO) support function. The successful candidate will manage a team of more than ten support engineers and maintenance staff, work across multiple rotational shifts to ensure round-the-clock coverage, and serve as the first point of escalation for SLA breaches and production outages.
What you'll do
- Support Operations and SLA Management
- Operate the D365 CE support function and ensure all support tickets are resolved within agreed SLAs
- Act as the first point of escalation for SLA breaches, P1/P2 incidents, and production outages
- Perform detailed Root Cause Analysis (RCA) on critical issues and drive permanent fixes
- Define , track, and report on key support metrics and KPIs (MTTR, first-response time, ticket aging, CSAT)
What you need
- Microsoft Dynamics
- Troubleshooting
- ServiceNow
- SQL
- Azure
- Accounts receivable
Good to have
- Accounts payable
- Root cause analysis