Senior Engineer — Dynamics 365 Support

Unisys

Bengaluru

On-site

INR 1,800,000 - 3,200,000

Full time

4 days ago

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Job summary

Unisys in Bengaluru, India, is seeking a Senior Engineer for Microsoft Dynamics 365 support (Commerce, CRM, Case Management). You will own complex incidents, mentor junior engineers, and drive SOPs and automation improvements.

The role requires 5–8 years' hands-on experience with Dynamics 365 and Power Platform, plus strong incident management, ServiceNow, and knowledge of Azure environments. ITIL foundations and strong communication are essential.

Qualifications

5–8 years of experience with Dynamics 365 for Commerce, CRM, and Case Management.
Experience across modules, data, workflows, and permissions beyond surface-level symptoms.
Strong troubleshooting, root-cause analysis, and escalation preparation.

Responsibilities

Mentor junior engineers and act as escalation point for L1/L1.5 and L3/vendor teams.
Perform structured troubleshooting with validation and replication across multi-system incidents.
Own end-to-end incident lifecycle and ensure clear documentation and communication.

Skills

Dynamics 365

Power Platform

Power Apps

Power BI

Incident management

ServiceNow

Azure

Confluence

Jira

Education

Bachelor's degree

Tools

ServiceNow

Confluence

Jira

Azure

Job description

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.

Equal Opportunity Statement

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 GlobalRecruiting@unisys.com. US job seekers can find more information about Unisys’ EEO commitment here.