Support Lead - D365 F&O; to act as the key liaison between the various Teams (Support, Technical, Functional, Release, Setting, Testing & Transition Teams) for the Microsoft Dynamics 365 Finance and Operations (D365 F&O;) platform. The candidate having a deep understanding of D365 F&O; will oversee the service delivery, ensure seamless communication, monitor incidents and service requests, and maintain strong relationships with internal stakeholders, business admins and external vendors to ensure optimal platform performance and service continuity.
Job Description:
Key Responsibilities
Incident & Problem Management:
- Oversee the triage and resolution of issues, ensuring that incidents are escalated to the appropriate team (Support, Development, Technical, Functional) in a timely manner.
- Monitor and track high priority tickets & escalated tickets, provide progress updates to stakeholders & ensure timely resolution within agreed SLAs.
- Review weekly and monthly dashboards & drive permanent solution.
- Act as an escalation point for complex issues,



including system performance issues, integration failures, and technical bugs.
- Ensure support teams perform root cause analysis for recurring issues and work towards implementing long-term solutions.

Cross-Team Coordination:
- Serve as the primary point of contact between the support teams and the delivery teams to ensure smooth information flow and timely resolution of issues.
- Participate in regular market meetings, release meetings, upgrade meetings, hypercare meetings & transition meetings and trigger relevant communications, ensuring that each group is aligned with the overall goals and objectives.

Quality Assurance :
- Work with both the Delivery and Support teams to ensure that new developments, enhancements, and customizations are properly tested before deployment.
- Review and ensure that quality standards and best practices are maintained during the lifecycle of each project.

Change & Release Management:

📌 Platform Support Lead (Bengaluru)
🏢 Merkle Science
📍 Bengaluru