Platform Support Lead

Job Description:

Key Responsibilities

Incident & Problem Management:

• Oversee the triage and resolution of issues, ensuring that incidents are escalated to the appropriate team (Support, Development, Technical, Functional) in a timely manner.
• Monitor and track high priority tickets & escalated tickets, provide progress updates to stakeholders & ensure timely resolution within agreed SLAs.
• Review weekly and monthly dashboards & drive permanent solution.
• Act as an escalation point for complex issues, including system performance issues, integration failures, and technical bugs.
• Ensure support teams perform root cause analysis for recurring issues and work towards implementing long-term solutions.

Cross-Team Coordination:

• Serve as the primary point of contact between the support teams and the delivery teams to ensure smooth information flow and timely resolution of issues.
• Participate in regular market meetings, release meetings, upgrade meetings, hypercare meetings & transition meetings and trigger relevant communications, ensuring that each group is aligned with the overall goals and objectives.

Quality Assurance:

• Work with both the Delivery and Support teams to ensure that new developments, enhancements, and customizations are properly tested before deployment.
• Review and ensure that quality standards and best practices are maintained during the lifecycle of each project.

Change & Release Management:

• Liaise with all the relevant teams during change release, participate in Change Release discussions, ensuring all changes are planned, tested, and implemented smoothly.
• Communicate the impact of changes on business operations, ensuring minimal disruption.
• Oversee the planning, testing, and deployment of system updates and new releases.

Stakeholder Engagement & Performance Reporting:

• Facilitate region-wise meetings to review expectations, priorities and timelines for service assurance.  
• Maintain strong relationships with key stakeholders within the organization, ensuring that the needs of the business are met.
• Communicate technical information to non-technical stakeholders, ensuring that the business understands the implications of technical decisions and progress.
• Provide regular reports to senior management on service performance, including incident resolution, issue trends, and any improvements or challenges.

Vendor Relationship Management:

• Build and maintain strong relationships with the vendor support team, ensuring they are responsive and aligned with the needs of the business.
• Facilitate governance meetings to review service performance.

Continuous Improvement:

• Proactively identify areas for improvement in service assurance and collaborate with both the vendor and delivery teams to implement improvements.
• Share feedback and best practices between the vendor and internal teams to enhance the overall performance of the D365 F&O platform.
• Continuously evaluate existing processes and workflows within the D365 teams and identify opportunities for improvements to increase efficiency and streamline operations.

Documentation, Knowledge Management & Training:

• Deliver regular status reports to management on ongoing incidents, avoidable tickets and performance metrics.
• Regular review of technical documentations, including knowledge base articles, to ensure accurate and efficient support.
• Facilitate knowledge sharing sessions between support teams end users.

Qualifications

• Overall, 7-9 years of experience in support with minimum of 3 years of recent experience in D365 F&O environment with hands-on experience in support aspects of D365
• Bachelor's degree in Information Technology, Computer Science, Business, or related field.

Professional Knowledge/Skills

• Mandatory skills and experience
  • Strong understanding & proven experience in D365 F&O Support.
  • Experience managing relationships with third-party vendors and coordinating between external teams and internal teams.
  • Strong communication skills, with the ability to translate technical concepts to non-technical stakeholders.
  • Experience with incident management, change management, and problem resolution.

• Desired skills and experience
  • Certification in Microsoft Dynamics 365 (any functional or technical module).
  • Familiarity with D365 integration points, middleware (Biztalk / Snaplogic) customizations, and data migration strategies.
  • Familiarity with ServiceNow.
  • Knowledge of Power BI and other D365 reporting tools is a plus.

Personal Attributes

• Flexible to work in shifts (preferably 3pm – 12am) with Bangalore as a preferred work location. 
• Excellent interpersonal and relationship-building skills.
• Self-motivated with a strong sense of ownership and accountability.
• Demonstrated ability to work cross-functionally and across diverse teams.
• Problem-solving, Analytical thinking, good communication & collaboration.

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