Senior Dynamics 365 Support Engineer

Unisys India Private Limited; Bengaluru; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

Unisys India Private Limited seeks a Senior Engineer — Dynamics 365 Support to own complex Dynamics 365 incidents, coordinate with L3/vendor teams, and mentor junior engineers. The role requires 5–8 years across Commerce, CRM, and Case Management with strong Power Platform and Azure awareness.

The candidate will contribute to SOP improvements, incident documentation, and cross-functional stakeholder communication, while ensuring high-quality escalations and ongoing process enhancements.

Qualifications

• 5–8 years of experience with Dynamics 365 for Commerce, CRM, and Case Management.
• Experience with Power Platform, including Power Apps configuration and basic Power BI validation.
• ITIL Foundation (v4 or v5) required.
• BA/BS degree and 4–6 years’ relevant experience or equivalent.
• Mentoring associates and engineers on platform navigation and issue triage.

Responsibilities

• Operate as escalation point within Dynamics 365 support model; end-to-end ownership of complex incidents.
• Prepare high-quality escalations to L3/vendor engineering teams.
• Mentor junior engineers and contribute to SOPs, automation, and process improvements.
• Coordinate incident management across L1/L1.5 to L3 with proper documentation.
• Validate environment across PROD/TEST/ACC; understand Azure concepts relevant to hosting and integration.

Skills

Dynamics 365

Power Platform

Incident management

Mentoring

Communication

Education

BA/BS degree

Tools

ServiceNow

Azure

Power BI

Job description

Senior Engineer — Dynamics 365 Support

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 good 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

Performs correct triage, prioritization, and routing of incidents across the support model

Ensures full documentation of incidents, including reproduction steps, logs, and business impact

Communicates incident status and resolution effectively with stakeholders

5+ years of hands‑on ownership of the ServiceNow incident lifecycle, including quality assurance of tickets raised by junior team members

Cloud & Environment Awareness (Azure) — 3–5 Years

Performs validations across PROD / ACC / TEST (and additional) environments with minimal guidance

Understands basic Azure concepts and background processes relevant to Dynamics 365 hosting and integration

Knowledge Management (Confluence & Jira) — 5+ Years

Creates clear, high‑quality SOPs with detailed steps, screenshots, and instructions for the wider team

Updates the KB proactively based on new or recurring incidents

Uses Jira to manage and prioritize a personal and team backlog of issues and improvement tasks

Soft Skills & Ways of Working — 5–8 Years

Communicates confidently with stakeholders, including OpCos and cross‑functional teams, on incident status and platform issues

Manages own workload and priorities across multiple concurrent incidents

Shows clear ownership of tasks from intake through resolution

Actively supports and coaches less experienced engineers

Ownership & Impact — 5–8 Years

End‑to‑end ownership of tickets, from intake through resolution and documentation

Visible contribution to reducing repeat incidents and improving support quality over time

Certifications & Training

ITIL Foundation (v4 or v5) required

Nice to Have Technical Breadth Microsoft Dynamics 365 Azure SAP / integration platforms Automation & Continuous Improvement Power Automate (JavaScript) Prompt engineering / coding Continual improvement and awareness of market best practices for this level of vendor‑delivered service support, including recommended automations and leveraging AI agents for efficiencies Certifications ITIL Intermediate PRINCE2 Agile / PRINCE2 #LI-CM1

You will be successful in this role if you have:

BA/BS degree and 4-6 years’ relevant experience OR equivalent combination of education and experience

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.

If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [e-mail].

US job seekers can find more information about Unisys’ EEO commitment here.

Experience Level Senior Level