MUST-HAVE QUALIFICATIONS:

• Minimum 8 years of hands-on experience with Microsoft Dynamics 365 CE/CRM , including configuration, customization, and support.
• At least 5 years in technical leadership roles within AMS or CRM delivery environments.
• Strong experience with Power Platform (Power Automate, Power Apps), Plugins , Workflows , and Custom Entities .
• Minimum 4 years of experience in D365 integrations using REST APIs, Azure Services, and third-party connectors.
• Familiarity with DevOps practices and tools , especially Azure DevOps .
• Deep understanding of D365 CE architecture , security model, and performance optimization.
• Excellent communication and stakeholder management skills.
• Proficiency in Agile delivery methodologies and ITIL-based support frameworks .

MAIN RESPONSIBILITIES:

• Lead the end-to-end delivery of Application Management Services (AMS) for Microsoft Dynamics 365 CE , ensuring SLA adherence, service quality, and client satisfaction across incident, problem, change, and release management .
• Provide expert guidance on D365 CE configurations, customizations, and integrations , ensuring scalable, secure, and business-aligned technical solutions.
• Oversee resolution of complex technical issues, perform root cause analysis , and implement permanent fixes to reduce recurring incidents.
• Manage minor enhancements and continuous improvement initiatives , including automation, performance tuning, and user experience improvements.
• Act as the primary technical point of contact for client stakeholders, providing regular updates, managing escalations, and driving proactive communication.
• Establish and maintain AMS governance frameworks , including service reporting, KPI tracking, and compliance with ITIL and Capgemini standards .
• Lead and mentor AMS support teams, promoting knowledge sharing , skill development, and adherence to best practices.
• Support and maintain integrations with other enterprise systems using Power Platform, Azure Logic Apps, and REST APIs , ensuring data consistency and integrity.