Senior Engineer — Dynamics 365 Support

Overview

Senior Engineer providing escalation and end-to-end ownership of complex Dynamics 365 support incidents, with structured troubleshooting and incident coordination through a tiered model.

What you'll do

• Troubleshoot complex, multi-system issues using validation, replication, and root-cause analysis.
• Recognize incident patterns to flag recurring or systemic problems.
• Investigate issues across data, workflows, and permissions, including integration and dependency impacts.
• Prepare well-documented escalations to L3/vendor engineering teams.
• Act as the bridge between L1/L1.5 support and L3/vendor engineering for complex incidents.
• Perform ServiceNow triage, prioritize and route incidents, and ensure strong documentation.
• Update SOPs/knowledge and manage incident tracking using Confluence, Jira, and related tools.

What you'll need

• 5–8 years of experience with Microsoft Dynamics 365 (Commerce, CRM, Case Management).
• 5–8 years performing structured troubleshooting on complex multi-system issues.
• 5+ years operating as escalation bridge between L1/L1.5 and L3/vendor engineering.
• 5+ years hands-on ownership of the ServiceNow incident lifecycle.
• 3–5 years performing validations across PROD/ACC/TEST environments with minimal guidance.
• 5+ years creating SOPs and updating knowledge in Confluence/Jira.
• ITIL Foundation (v4 or v5) certification required.

Details

• Location: Bangalore, KA, India.