Overview
Skills
Job Details
Job Description:
MS Dynamics Product/Technology Expert is a service delivery focused subject matter expert. They are responsible for incident metrics such as Customer Satisfaction (quality of the support experience), frontline engineer technical readiness and process compliance. They provide in-depth technical & subject matter expertise for one or more services or scenarios. Their primary accountability is to the engineers, focusing on the higher volume services and engaging through technical & SME mentorship, readiness and escalation management. They are expected to contribute to technical expertise and issue resolution globally.
Key Responsibilities:
Capability to provide technical leadership in a specific product or business process area.
Diagnose and resolve complex hardware, software, or connectivity problems
Unblock, provide assistance to address problems upto L3 level and solve complex customer technical/functional issues and serve as a point of contact to the Support to assist in resolving cases.
Case management duties (incoming inspection, escalations, tech reviews/triage, wellness, reduced "time to " measures)
Contribute to Supportability activities (case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working w/SPM, Service TA, PG)
As a technical/program SME, collaborate with all stakeholders to identify and recommend technical/program process and tool opportunities, leading with innovation within their scope and prioritizing needs when beyond.
Provide Frontline Technical or Sales Operations Oversight to DP
Participate in DP weekly business reviews
Participate in Product Group Triages (coordinated with Engineer TAs and Service TAs)Monitor system performance and troubleshooting system issues
Prepare and maintain documentation of system configurations, troubleshooting guides, and standard operating procedures
Recommend upgrades to systems and networks to improve performance and efficiency
Direct Customer Contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
Collaborate with vendors or other IT personnel to ensure smooth delivery of services
Test and evaluate new technology
Ensure compliance with all relevant industry regulations and standards
Define and understand the customer issue by creating adequate reproduction scenarios.
Research, troubleshoot, develop and implement a workaround (if needed) and gain agreement from customer on problem resolving.
Collaborate with cross-group peers both proactively and reactively.
Required/Minimum Skills/Qualifications:
MS Dynamics Product/Technology Expert with strong Product support experience not less than 7 years
Engineering or master s degree in computer science/information technology (IT) or equivalent
Relevant product Certifications from Microsoft, knowledge in Co-pilot
Excellent Communication Skills - verbal, listening, and written (including technical writing).
Should be willing/flexible to work in shifts and weekends.
Experience in customer facing service role in any capacity.
Interpersonal and collaborative skills proven through work experience.
Passion for continuous learning - personal and professional development
Research, Problem Solving and Troubleshooting Skills Logical thinking and demonstrating use of available tools & resources.
Resilient and comfortable working in fast changing environments
Team player and able to work on own initiative
Ability to work in different shifts outside of local business hours and/or work a shift that covers a weekend day once ramped/trained based on business need.
Experience & Expertise in one of these areas is Mandatory
MS Dynamics 365 F&O TECH Partner Technical Advisor (PTA)
Troubleshooting and Support: Proficiency in diagnosing and resolving technical issues, performing root cause analysis, and providing effective technical support to end-users.
Expert and in-depth knowledge in Dynamics 365 F&O Functionality Overview with experience in implementation
Expert and in-depth knowledge in Azure cloud services, LCS and SQL Queries
Strong Development Skills (X++, .NET)
Strong experience in Customization and Configuration
Strong knowledge Data Migration and Power Platform Integration
Good experience with Security and Role-based Access Control