Technical Support Manager – Microsoft Dynamics 365

Title: Technical Support Manager – Microsoft Dynamics 365 Job Location: Hyderabad, Telangana Worksite: Onsite [100%] About Role/Project: We are seeking an experienced Technical Support Manager – Microsoft Dynamics 365 to lead and optimize our D365 support team. This role involves managing technical support operations, ensuring high-quality service delivery, and driving continuous process improvement. The ideal candidate will have deep expertise in D365, cloud platforms (Azure/AWS), ticketing systems, and customer relationship management. Responsibilities: Strong understanding of Customization & Solutions within Dynamics 365. Ability to assign cases/incidents logically to the appropriate team members. Active involvement in customer calls – managing escalations and shadowing support calls. Root cause analysis to improve project health and minimize recurring issues. Leading Quarterly Business Reviews (QBRs)/ Leading Monthly Business Reviews (MBRs) – preparing reports and presenting them to clients or Stakeholders. Effective client communication, discussing challenges, achievements, and areas for improvement. Ownership of end-to-end deliverables for project execution and support. Required Qualifications: 10+ years of experience in technical support, IT operations, or enterprise application support. Hands-on experience with Microsoft Dynamics 365 (F&O, Customer Engagement, Business Central, Power Platform, or CRM modules). Expertise in troubleshooting, system integration, and customization within D365 environments. Strong understanding of Azure, Power Automate, APIs, and cloud-based solutions. Experience in ticketing system management, escalation handling, and SLA adherence. Customer-focused approach with strong stakeholder engagement skills. Proven leadership experience, mentoring, and coaching technical teams. Excellent communication & problem-solving abilities. Bachelor’s degree in computer science, IT, or a related field is preferred. Job Types: Full-time, Permanent Pay: ₹2,020,235.50 - ₹2,623,676.00 per year Benefits: Health insurance Paid time off Provident Fund Shift: Day shift Work Days: Monday to Friday Work Location: In person