Technical Support Manager — D365 CE or FNO

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

• 12–22 yrs of experience
• Microsoft Dynamics
• Troubleshooting
• ServiceNow
• SQL
• Azure
• Accounts receivable
• Any graduate

Good to have

• Accounts payable
• Root cause analysis