CRM Application Support Engineer

- Position Summary

We are looking for a skilled CRM Application Support Engineer to provide L1/L2 application support and assist with enhancements across our enterprise CRM ecosystem comprising Microsoft Dynamics 365, Azure cloud services, Sitefinity CMS, and IVR/Chat platforms. The role involves handling day-to-day user tickets, monitoring system health, executing routine maintenance tasks, and supporting the Senior Specialist in delivering change requests and platform improvements.

This role supports Australia-based operations during extended business hours (0800–2000 AEST, Monday through Friday) on a rotational basis with the Senior Specialist, with weekend on-call availability for critical incidents.

- Key Responsibilities

- Microsoft Dynamics 365 (D365) Support

- Handle L1/L2 user issues and tickets on D365, performing initial diagnosis, troubleshooting, and resolution within SLA timelines.

- Assist in implementing enhancement requests and change requests under the guidance of the Senior Specialist.

- Monitor Power BI report health and escalate data discrepancies or report failures for resolution.

- Troubleshoot basic Unified Service Desk (USD) user issues and configuration queries.

- Log and track support tickets with Microsoft for product-level issues, following up to ensure timely resolution.

- Execute sample data migration tasks for UAT testing under defined procedures and quality checklists.

- Support quarterly Data Quality Analysis by running data extraction scripts, compiling reports, and flagging anomalies.

- Monitor scheduled jobs (workflows, batch processes) and take corrective action or escalate failures as per runbook procedures.

- Assist in POC development and survey configuration activities within D365.

- Azure Portal Support

- Monitor Azure Web Jobs for execution status and troubleshoot failures using logs and diagnostics.

- Support API and Logic Apps operations by monitoring execution history, identifying errors, and implementing fixes for known issues.

- Execute routine SQL Database maintenance tasks including backup verification, index rebuilds, and basic query troubleshooting.

- Monitor Azure App Service health metrics, restart services when needed, and escalate persistent issues.





- Assist in preparing resource consumption reports and validating Azure billing data.

- Log support requests with Microsoft Azure support and provide required diagnostic information.

- Sitefinity CMS & Portal Support

- Provide first-line support for Sitefinity portal issues including chat functionality, content display, and user access problems.

- Assist with CRM portal connector licensing renewals and re-synchronization processes.

- Implement minor Sitefinity admin configuration changes as directed (user roles, content updates, widget configurations).

- Coordinate with Sitefinity vendor support for bug reports and product issue escalation.

- Perform routine Sitefinity database checks and maintenance tasks.

- IVR & Chat Support

- Provide first-line troubleshooting for IVR issues impacting CRM integrations and customer-facing call flows.

- Assist in implementing CRs and enhancements to IVR/Chat configurations as they relate to CRM workflows.

- Coordinate with the Live-Assist support team on issue escalation, providing detailed diagnostic information.

- Change Request Support

- Support the delivery of Change Requests (CRs) by executing assigned development, testing, and deployment tasks.

- Maintain accurate time logs and effort tracking for CR work within the engagement model.

- Assist in preparing CR documentation including technical design notes, test cases, and deployment checklists.

- Operational Duties

- Provide rotational shift coverage within the 0800–2000 AEST operational window.

- Maintain and update technical documentation including runbooks, known-issue databases, and resolution logs.

- Participate in knowledge transfer sessions and cross-training activities to ensure team redundancy.

- Contribute to weekly/monthly operational reporting on ticket volumes, resolution metrics, and system health.

- Required Qualifications & Skills

Education





- Bachelor’s degree in Computer Science, Information Technology, or equivalent.

Technical Skills

- 2–5 years of experience in Microsoft Dynamics 365 CRM support including entity customization, workflows, business rules, and basic plugin troubleshooting.

- Familiarity with Azure Portal services including Web Jobs, Logic Apps, App Services, and Azure SQL Database.

- Basic to intermediate Power BI skills for report monitoring and troubleshooting.

- Working knowledge of SQL for writing queries, analyzing data, and basic performance troubleshooting.

- Exposure to Sitefinity CMS or similar content management systems.

- Basic understanding of IVR and chat platforms and their integration with CRM systems.

- Experience with ITSM tools (ServiceNow, Jira, or similar) for ticket logging and tracking.

- Understanding of ITIL concepts for incident and problem management.

Soft Skills

- Robust attention to detail and systematic approach to issue diagnosis and resolution.

- Good written and verbal communication skills for ticket documentation and client interactions.

- Ability to work in a shift-based model and manage priorities across multiple technology domains.

- Team player with a willingness to learn, take ownership, and support senior team members.

- Proactive in identifying recurring issues and suggesting preventive measures.

Skills

- Microsoft Dynamics

- Preferred Qualifications

- Microsoft Certified: Power Platform Fundamentals (PL-900) or Dynamics 365 Fundamentals (MB-910).

- Microsoft Certified: Azure Fundamentals (AZ-900).

- ITIL v4 Foundation certification.

- Prior experience in application support for clients in the APAC or Australian time zone.

- Familiarity with DevOps tools and CI/CD pipelines for CRM deployments.

- Key Performance Indicators (KPIs)

- First-call resolution rate and adherence to L1/L2 ticket SLAs.

- Accuracy and timeliness of ticket documentation and escalation.

- Reliability of monitoring activities (scheduled jobs, Azure services, portal health).

- Quality of support provided for CR delivery tasks.

- Client feedback and responsiveness scores.

- Effective utilization within the monthly engagement framework.

📌 CRM Application Support Engg (Navi Mumbai)
🏢 SOLUTIONS
📍 Navi Mumbai