Senior Technical Support Engineer - Microsoft MS

Position Purpose

The Senior Dynamics 365 & Power Platform Consultant will play a critical role in supporting, enhancing, and maintaining enterprise Microsoft solutions within a global managed services environment. This position focuses on production support, solution advisory, and technical leadership, ensuring high-quality delivery across Dynamics 365 and Power Platform ecosystems while guiding team members and resolving complex issues.

Key Responsibilities

• Act as a technical consultant and lead for Dynamics 365 and Power Platform solutions in production environments.
• Own and resolve complex L3/L4 production issues through effective triage and root cause analysis.
• Guide and mentor team members handling incidents, service requests, and minor enhancements.
• Support and enhance Microsoft CCaaS (Omnichannel) solutions including routing, workstreams, and agent experience.
• Design, implement, and support integrations using Azure services such as Logic Apps and Functions.
• Review code, configurations, and fixes to ensure performance, scalability, and security.
• Leverage AI-assisted tools like GitHub Copilot and Power Platform Copilot to improve efficiency and quality.
• Participate in global support operations including night/rotational shifts and on-call duties.
• Ensure SLA adherence and timely resolution of high-priority incidents.

Technical Expertise

• Strong hands-on experience with Dynamics 365 (CRM).
• Deep expertise in Power Platform including Canvas Apps, Model-driven Apps, Power Automate, and PCF.
• Experience in handling production support environments (AMS/Managed Services).
• Strong knowledge of Microsoft Omnichannel / CCaaS solutions.
• Proficiency in Azure integration services (Logic Apps, Functions, Dataverse APIs).
• Experience with code reviews, debugging, and performance optimization.
• Familiarity with AI-assisted development tools (GitHub Copilot, Copilot Studio).

Competency

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Ability to work in a fast-paced global support environment.
• Leadership skills with the ability to guide and mentor teams without direct authority.
• High ownership and accountability for production issues and deliverables.
• Adaptability to rotational shifts and on-call support requirements.
• Shift: Night / Rotational (Global Support Model)

Technology Stack

• Microsoft Dynamics 365 (CRM)
• Microsoft Power Platform (Canvas Apps, Model-driven Apps, Power Automate, PCF)
• Microsoft Omnichannel / CCaaS
• Azure Services (Logic Apps, Functions, Dataverse APIs)
• .NET / C#
• Git, Azure DevOps (CI/CD, ALM)
• AI Tools (GitHub Copilot, Copilot Studio, Power Platform Copilot)

Education, Experience and Certification

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 6–8 years of relevant experience in Dynamics 365 and Power Platform.
• Experience working in Managed Services / AMS support environments.
• Microsoft certifications in Dynamics 365, Power Platform, or Azure are preferred