IT Support Manager D365 F&O
Location
Ghaziabad | India
Job description
Job Description
The Role The main activity of a D365 Support Manager is the coordination with the user community through internal helpdesk and outsourcer. The support job is to oversee and ensure the timely delivery of quality functional and technical support services to the end users by our support team, in concert with our client's internal Helpdesk team.
Accountabilities - Oversee, manage, and coordinate all Microsoft Dynamics 365 Finance and Supply Chain Management requests, incidents and problems that are logged in our ITSM
- Be personally involved in all urgent and complicated support issues
- Function as an escalation point for all requests and incidents
- Manage all escalation processes with all parties involved
- Determine root cause of issues an communicate appropriately to all parties involved
- Train, coach, and mentor assigned Support Team Members, and advice on their Career development activities
- As needed, schedule employees working times and provide backup support
- Assist in case transfer between teams (i.e., Local team to international team)
- Create weekly, monthly, and quarterly reports based on KPI's and SLA's
- Ensure our Service Desk system is the single source of truth for all logged cases.
- Review and improve ticket resolution processes
- Monitor and manage case queue
- Participate in escalated calls as needed
- Advise management on situations that may require additional client support or escalation.
- Manage process for communicating outage/emergency activities to the organization.
- Manage ISV relationships as it depends on daily operational needs.
- PO review and approval/budgeting responsibility.
- Review survey feedback to improve services, tools, and support experience.
- Keep confidential all applicant, client, and verification and company proprietary information.
Requirement - Bachelor's degree in Computer Science or Information Systems
- 5 years of application support management experience
- Exceptional knowledge of Dynamic 365 ecosystem of applications: D365 Finances & SCM
- Proven experience managing and supporting MS Dynamics 365 for Finance and Field Service a plus.
- Experience providing support Supply Chain, Advanced Warehousing, Production, User Security and Data Management preferred
- Strong problem-solving skills and experience collaborating on Incident, Problem, and Change/Release Management
- Excellent communication skills in English
- Experience working with 3rd party service providers and vendor governance
- Proven track-record in incident management and have worked previously in an ITIL/ITSM role
- Ability to lead/direct diverse team (SMEs, Functionals, Technical specialists)
- Willingness to learn new technologies and investigate complex problems
- Available to work during the hours of 10AM - 8PM ET (some flexibility)
- This position requires a minimum of 10% travel
About Us AMMEGA
is a global company located in 40 countries.
We value our employees, customers, entrepreneurship and we act in an agile and responsible way. Our mission and continuous improvement culture is the foundation for a strong and sustainable businesses appreciated by our customers. The Ammega Group's businesses provide advanced and high-quality belting solutions for 20 different industries including global logistics, food production, fitness equipment, household appliances and energy production.
Organization We belong to a global network of over 6000 employees of Ammega Group. Our employees, being a part of a high-performance organization, develop their careers in a global environment, participate in diverse teams and take advantage of our worldwide expertise in conveyor belting, power transmission, fluid power and business services. AMMEGA's sustainable business approach ensures our teams operate within a safe and stable work environment, with high respect for their professional development and well-being.
Job tags
Salary
