Lead Application Support Engineer

Position Overview :

The Lead Application Support Engineer is responsible for supporting the D365 application users.

The position focuses on Tier1 user support in D365 CE and FnO applications. The position act as the Second point of contact for application user for any issue or challenge .

What you ll do as the Lead Application Support Engineer  :

The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Extensive experience with Dynamics 365 Finance and Operations and / or Customer Engagement, whether as an end-user, support role, or developer.
• Mastery of order-to-cash (O2C) and procure-to-pay (P2P) processes, with comprehensive knowledge in areas such as sales order management, pricing, finance, O2C, P2P, and tax.
• Exceptional troubleshooting skills, with the capability to apply learned solutions to new challenges and a meticulous attention to detail.
• Oversee the support playbook and continuously seek advancements in automation and issue prevention.
• Proficient in developing new runbooks or modifying processes based on data-driven decisions.
• Ensure quality checks on knowledge base articles for future reference and maintain quality control on ticket closure.
• In-depth understanding of key support metrics and KPIs.
• Advanced SQL skills for writing queries.
• Adept at learning business processes and application functionality.
• High proficiency in D365 Finance and Operations and Customer Engagement modules.
• Record, resolve, and escalate support issues as necessary.
• Conduct thorough Root Cause Analysis (RCA) on critical issues.
• Lead scrum meetings and ensure delivery of high-quality fixes with effective sprint planning .

What you will bring to the team :

Skills Required

D365, Devops, QA Methodologies