Microsoft Dynamics 365 CRM Support Engineer (L2/L3) Support

Dwc; Hyderabad; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Dwc in Hyderabad seeks an experienced Dynamics 365 CRM Support specialist to investigate and resolve complex production issues across CRM customizations, plugins, workflows, and integrations. You will collaborate with development teams and Microsoft Support to stabilize environments.

The role requires 4–8 years IT experience with 3+ years in Dynamics 365 CRM, strong RCA skills, ITIL knowledge, and familiarity with ServiceNow/Jira/Remedy for incident management.

Qualifications

• 4–8 years IT experience with 3+ years in Dynamics 365 CRM Support.
• Experience in Application Production Support (L2/L3).
• Hands-on troubleshooting of CRM customizations and integrations.
• Experience with ticketing tools such as ServiceNow, Jira, or Remedy.
• Good understanding of ITIL processes.

Responsibilities

• Investigate and resolve complex production issues involving CRM customizations, plugins, workflows, and integrations.
• Perform detailed Root Cause Analysis (RCA) and implement preventive solutions.
• Analyze CRM logs, platform traces, and integration failures.
• Collaborate with development teams for bug fixes and application enhancements.
• Support CRM integrations with external systems using REST APIs, Azure Services, Logic Apps, Service Bus, and middleware platforms.
• Participate in performance tuning, optimization, and environment management activities.
• Work directly with Microsoft Support for critical product-related issues.
• Support change management, release management, and deployment activities.

Skills

CRM Support

RCA & Preventive Solutions

CRM Integrations

ITIL

Ticketing Tools

Tools

ServiceNow

Jira

Remedy

Azure DevOps

Job description

• Investigate and resolve complex production issues involving CRM customizations, plugins, workflows, and integrations.
• Perform detailed Root Cause Analysis (RCA) and implement preventive solutions.
• Analyze CRM logs, platform traces, and integration failures.
• Collaborate with development teams for bug fixes and application enhancements.
• Support CRM integrations with external systems using REST APIs, Azure Services, Logic Apps, Service Bus, and middleware platforms.
• Participate in performance tuning, optimization, and environment management activities.
• Work directly with Microsoft Support for critical product-related issues.
• Support change management, release management, and deployment activities.

Skill Requirements

• 4–8 years of IT experience with at least 3+ years in Dynamics 365 CRM Support.
• Experience in Application Production Support (L2/L3).
• Hands-on experience in troubleshooting CRM customizations and integrations.
• Experience working with ticketing tools such as ServiceNow, Jira, or Remedy.
• Good understanding of ITIL processes.

Preferred Qualifications

• Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
• Microsoft Certified: Power Platform Functional Consultant Associate
• Experience with Azure DevOps and CI/CD pipelines.
• Knowledge of Agile and DevOps methodologies.