What success looks like in this role:
Role Overview: The Senior Engineer operates as an experienced escalation point within the Dynamics 365 support model, performing structured troubleshooting, pattern recognition across incidents, and preparing high-quality escalations to L3. This role takes end-to-end ownership of complex incidents, mentors junior engineers, and actively contributes to continuous improvement of SOPs, automation, and support processes.
Microsoft Dynamics 365 (Commerce / CRM / Case Management) — 5–8 Years
5–8 years of experience with Dynamics 365 for Commerce, CRM, and Case Management, with a positive functional understanding across modules
Investigates issues in data, workflows, and permissions beyond surface-level symptoms
Understands data dependencies across systems and how changes ripple through integrations
Identifies integration-related issues at a symptom level and scopes them for deeper investigation
Works confidently in Power Platform, including Power Apps configuration and basic Power BI validation




Mentors Associate Engineers and Engineers on platform navigation and issue triage
Troubleshooting & Diagnostic Capability — 5–8 Years
Performs structured troubleshooting — validation, replication, and root-cause analysis — on complex, multi-system issues
Recognizes patterns across incidents to flag recurring or systemic problems
Identifies integration and dependency issues spanning Dynamics 365, Power Platform, and connected systems
Prepares high-quality, well-documented escalations to L3 / vendor engineering teams
Continues to refine and expand SOPs based on newly diagnosed issues
Incident Coordination / Tiered Support — 5–8 Years
5+ years operating confidently as the bridge between L1 / L1.5 support and L3 / vendor engineering
Owns complex, semi-technical and technical incidents that require deep platform knowledge
Makes independent judgment calls on escalation necessity, reducing unnecessary handoffs
ServiceNow & Incident Management — 5–8 Years

📌 Senior Engineer — Dynamics 365 Support (Bengaluru)
🏢 Unisys
📍 Bengaluru