Technical Support Manager

Zones Corporate Solutions

2 - 5 years

4 - 7 Lacs

noida hyderabad bengaluru

Posted:13 hours ago| Platform:

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Skills Required

procurement supply chain data analysis application support manager quality assurance troubleshooting oracle technical support crm sql

Work Mode

Work from Office

Job Type

Full Time

Job Description

Position Overview:

The Technical Support Manager will lead the Global Application Support team responsible for managing production support across a diverse ecosystem of business applications, with Microsoft Dynamics 365 (CE and FO) as the core CRM and ERP platform. This role ensures timely resolution of support tickets, drives continuous improvement in support processes, and maintains high service quality across geographies.

What you ll do as the Technical Support Manager- Global Application Support :

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Lead and mentor a team of support engineers specializing in D365 CE and FO.
Oversee production support operations, ensuring SLA adherence and rapid incident resolution.
Act as the primary escalation point for critical issues, outages, and SLA breaches.
Govern and enhance the support playbook, focusing on automation and proactive issue prevention.
Develop and maintain runbooks and knowledgebase articles to support operational excellence.
Conduct root cause analyses (RCAs) for high-impact incidents and implement corrective actions.
Collaborate with cross-functional teams to understand business processes and application dependencies.
Monitor and report on key support metrics and KPIs to drive performance improvements.
Facilitate agile ceremonies such as daily standups and sprint planning for support-related initiatives.
Ensure quality assurance in ticket handling and documentation.

What you will bring to the team:

Bachelor s or master s degree in computer science or related field.
Development experience in the past at least for 2-5 years
Strong experience with Microsoft Dynamics 365 CE and FO, including modules such as Sales Order, Pricing, Finance (O2C), Procurement (P2P), and Tax.
Proficiency in SQL for data analysis and troubleshooting.
Familiarity with enterprise integration flows and support processes across platforms like Oracle, Ariba, Coupa, and EDI.
Ability to manage support across multiple geographies and time zones.
Excellent problem-solving skills and attention to detail.
Strong communication and stakeholder management capabilities.

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Zones Corporate Solutions

Information Technology

Auburn

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Technical Support Manager