Application Support Lead - D365, MS Dynamics, Power BI, MCSE/MCSA
Overview
The Production Manager leads the Production Management for the Program to ensure availability for business use as per agreed Service Level Expectations/Agreements (SLE/SLA) based on business resilience and continuity requirements and customer expectations.
They support the Teams activities to ensure that the platform integrity is maintained in line with the platform KSOR (Keeping the Show On the Road) and technical roadmap releases, whilst also managing demand from discretionary and mandatory change requests. They are responsible for the monitoring of the Day to Day performance of their Support team along with a team of Production Analysts, and will also contribute to lead, support some of the wider technology and people-focused initiatives across Technology.
Accountabilities
Helps deliver a robust production management and application support service for D365 CRM platforms
Manages in-bound work requests
Manages relationships with Platform, program and relevant cross-program stakeholders
Consistently looking for continuous improvements of existing processes and procedures across Production Management disciplines
Works with the Production Manager leads C11 (UM), Program Lead, Platform Lead, Deployment Manager and others to define and execute the Programs future state vision.
Ensures resilient and robust applications and infrastructure recovery plans to meet the Business Recovery.
Ensures the delivery of application management, application support and the building of environments for systems plus the management of any updates to environments ensuring all deployments to production environments meet the appropriate quality standards.
O versees the on-going evaluation and analysis of current capacity to provide required performance, including defining and collating appropriate metrics and communicating these across the Program as necessary.
Deliver User Support - provision of a day to day business user helpdesk to answer How do I queries and maintain system integrity through management of team structures
Ensure supporting systems are reviewed, updated and archived where applicable.
Deliver Training and Embedding - ensuring that the deployed solution is well understood with strong and consistent user adoption
Identify priorities and drive further efficiencies into the Service Desk looking to reduce ticket costs and ensure adequate workloads.
Knowledge and Experience
Technical knowledge in CRM D365, Power BI - is essential
Support experience in CRM D365, Power BI - is essential
Experience in CRM D365, Power BI, Service Now - is essential
Industry standard toolsets and processes to drive up customer service within D365 environments - is essential
Knowledge and experience of business processes to drive up customer service within the D365 environment - is essential
Knowledge and experience of delivering support and operational principles with in D365 CRM - is essential
An understanding on working in an Agile or DevOps environment with continuous delivery and continuous integration
Clear understanding of the benefits of a D365 CRM system within the Banking environment - is Essential
Microsoft Certification in D365 or working towards Certification in D365 at Expert level