Key Responsibilities:

• Provide L2/L3 support for incidents and service requests in D365 and MS CRM platforms.
• Analyse, diagnose, and resolve application issues, performance bottlenecks, and integration errors.
• Collaborate with business users to gather enhancement requirements and convert them into technical solutions.
• Implement configuration changes, custom workflows, plugins, and custom reports using Power Platform tools.
• Perform code reviews, unit testing, and coordinate UAT with business teams.
• Manage release deployments across environments (Dev, QA, Prod) following change control processes.
• Monitor system performance and proactively identify areas of improvement.
• Liaise with Microsoft support for complex issues or product bugs.
• Maintain and update technical and functional documentation.
• Stay current on Microsoft updates, patches, and roadmap to ensure platform compatibility.

Required Skills & Experience:

• 6+ years of hands-on experience with Microsoft Dynamics 365 CE / CRM Online / On-Premise.
• Strong understanding of CRM modules such as Sales, Customer Service, and Marketing.
• Strong understanding on the Custom Portal, Power Pages, Logic Apps, Azure Functions, Batch Jobs, APIs and Third Party Integrations using Power Platform.
• Proficiency in:

1. Customization & Configuration in D365
2. JavaScript, C#, .NET,  Power Automate, and Power Apps
3. Plugins, Workflows, Custom Entities, Business Rules
4. Data Migration and Data Management

• Experience with Power Platform tools including Power BI is a plus.
• Familiarity with Azure services (e.g. Logic Apps, Azure Functions) is an advantage.
• Experience working in Agile or ITIL-based support environments.