Dynamics 365 Support Technical Engagement Lead

SUMMARY:
Responsible for the support, maintenance, implementation of the design and the testing & maintenance

POSITION INFO:

One of our clients in the Digital Business Solutions industry has a 12 month contract vacancy for a Dynamics 365 Support Technical Engagement Lead to join their team.

A Support Technical Engagement Lead is responsible for the support, maintenance, implementation of the design and the testing and maintenance of solutions.

Key Responsibilities:

• Lead the support team in diagnosing and resolving issues reported by users promptly. This can include troubleshooting technical problems, investigating data discrepancies, and identifying the root cause of system errors.
• Oversee minor system customizations and configurations based on user requirements. This might include creating new fields, entities, workflows, or adjusting security settings.
• Customize D365 CE entities, forms, views, workflows, and business rules to align with business processes.
• Stay informed about the latest patches, updates, and releases for Dynamics 365. Plan and execute the application of patches and updates, ensuring system stability and security.
• Monitor the performance of the D365 system, identifying bottlenecks, and taking proactive measures to optimize performance. This might involve analysing system logs, performance metrics, and user feedback.
• Organize training sessions for end-users to enhance their skills and knowledge of the system. Provide training materials and resources to users for self-help.
• Gather feedback from users about system functionality and issues they face. Analyse this feedback to identify common problems and propose long-term solutions.
• Interface with Microsoft or relevant vendors for advanced technical support when issues cannot be resolved internally. Coordinate with vendors for issue escalation and resolution.
• Deep and extensive working knowledge of solutions within your primary competency
• Produce technical specifications and system architecture diagrams
• Oversee the development of the solution from a best practice IP adoption and the robustness of the solution
• Assists in solving highly complex technical problems, works with other leaders within the business as needed, and escalates resolution when appropriate.
• Tackling complex problems and advanced coding, including performance optimisation
• Take into account the current and future architectural requirements for the solution
• Conducting of code reviews
• Integrate D365 CE with other systems and applications, ensuring seamless data flow.
• Develop custom plugins and workflow activities using C# and .NET to extend the platform's functionality.
• Write client-side scripts using JavaScript and create web resources to enhance user experience and interface.
• Assist in data migration from legacy systems to D365 CE.
• Design and customize reports using tools like Power BI, SQL Server Reporting Services (SSRS), and FetchXML.
• Implement and manage security roles, field-level security, and data access permissions
• Ensuring the adoption of the architectural and development standards by the implementation team
• Leadership of technical resources within the support team
• Work on actively improving the processes and efficiencies of the technical teams
• Act as the trusted technical advisor to the client and project team members
• Conducting of relevant workshops
• Conduct Design workshops with Business Analyst to ensure the best solution is being implemented
• Translate the BRD into the technical specification
• Actively troubleshoot issues that arise at client sites
• Oversee multiple clients at any one time.
• Assure deliverables are at the expected quality
• Come up with innovative approaches to delivering more efficiently
• Work with the project leadership in definition of tasks, delivery timeframes and Priorities
• Ability to mentor members of the team;
• Driving delivery and task oriented – deliver the required tasks in the expected time frame.
• Escalate any issues timeously and clearly.
• Ensure delivery of solutions within the allocated project timeframes.
• Ensure discrete handling of all business information, particularly where confidential information is concerned.
• Communicate with immediate manager, People Manager, other company department heads and employees, co-workers, clients and other individuals to co-ordinate work activities, review status of work, exchange information, resolve problems or give / receive advice /direction.
• Administration: maintain an updated Microsoft Office Outlook calendar; completion of any required administration timeously (e.g. response on performance reviews): weekly timesheets, etc.
• Travel locally, as required, to conduct the company’s business.

Minimum Requirements:

• Matric/Grade 12
• 5-8 Years Practical work experience in relevant competency - Microsoft Consulting environment (Non-negotiable)
• 5-8 years Hands on experience in leading technical teams / projects (Non-negotiable)
• Microsoft certifications Relevant competency - (Non-negotiable)
• Diploma Informatics (or similar) - Advantageous
• University degree Informatics (or similar) - Advantageous

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