Support Manager - Microsoft Dynamics

Atlas Copco Group Co.,Ltd; Maharashtra; On-site; INR 2,500,000 - 4,200,000; Full time

Benefits offered by this job

Remuneration package

Global opportunities

Work-life balance

Continuous learning

Career growth

Ethical culture

Job summary

Atlas Copco Group Co.,Ltd invites a seasoned professional to lead and manage the Microsoft Dynamics application support function across global operations. You will ensure service stability, high quality, and continuous improvement while coordinating with business stakeholders, IT teams, and external partners.

You will own end-to-end support for Dynamics platforms, drive incident management per ITIL/ITSM, and lead vendor relationships, architecture alignment, and lifecycle activities to minimize

Qualifications

• Experience with Microsoft Dynamics platforms.
• Experience in IT application support management.
• Understanding of ITIL/ITSM processes.
• Vendor management experience.
• Strong communication with technical and business stakeholders.
• Experience with ERP integrations is desirable.
• Leadership experience coordinating support teams.

Responsibilities

• Lead end-to-end application support for Microsoft Dynamics solutions, ensuring availability, performance, and reliability across global operations.
• Manage and prioritize incidents, service requests, and problem resolution per SLAs and ITSM processes.
• Act as escalation point for complex issues, coordinating with internal teams and external vendors.
• Drive root cause analysis and implement corrective actions to reduce recurring incidents.
• Collaborate with stakeholders to align support with business priorities.
• Own and improve support processes, documentation, and knowledge management.
• Develop internal resources and external partners, including workload planning and performance monitoring.
• Support application lifecycle activities such as upgrades, patches, releases, and integration changes.

Skills

Leadership

Stakeholder communication

Vendor management

Problem solving

Analytical thinking

Microsoft Dynamics

Tools

Microsoft Dynamics 365

ITIL

Job description

Your Role

The Support Manager – Microsoft Dynamics is responsible for leading and managing application support services for Microsoft Dynamics platforms, ensuring stable operations, high service quality, and continuous improvement. The role acts as the key interface between business stakeholders, IT teams, and external partners to ensure reliable, secure, and efficient support delivery.

Your Role

The Support Manager – Microsoft Dynamics is responsible for leading and managing application support services for Microsoft Dynamics platforms, ensuring stable operations, high service quality, and continuous improvement. The role acts as the key interface between business stakeholders, IT teams, and external partners to ensure reliable, secure, and efficient support delivery.

Main Responsibilities

• Lead end-to-end application support for Microsoft Dynamics solutions, ensuring availability, performance, and reliability across global business operations.
• Manage and prioritize support incidents, service requests, and problem resolution in line with agreed SLAs and ITSM processes.
• Act as escalation point for complex or high-impact issues, coordinating resolution across internal teams and external vendors.
• Drive root cause analysis and implement corrective and preventive actions to reduce recurring incidents.
• Collaborate closely with business stakeholders to understand operational needs and ensure support services align with business priorities.
• Own and continuously improve support processes, documentation, and knowledge management for Microsoft Dynamics applications.
• Manage and develop internal support resources and external partners, including workload planning, performance monitoring, and capability development.
• Support application lifecycle activities such as upgrades, patches, releases, and integration changes, ensuring minimal business disruption.

To Succeed, You Will Need

• Strong experience supporting Microsoft Dynamics (Dynamics 365 Field Service, CRM, or related modules).
• Proven experience in IT application support management within an enterprise or global environment.
• Solid understanding of ITIL / ITSM processes (Incident, Problem, Change, Service Request Management).
• Experience managing third-party vendors and support partners.
• Strong analytical and problem-solving skills with a focus on root cause analysis and continuous improvement.
• Ability to communicate effectively with both technical teams and non-technical business stakeholders.
• Experience with ERP integrations, data flows, and downstream systems is desirable.
• Leadership experience managing or coordinating support teams.

In Return, We Offer You

• Plenty of opportunities to grow and develop.
• A culture known for respectful interaction, ethical behaviour and integrity.
• Potential to see your ideas realized and to make an impact.
• New challenges and new things to learn every day.
• Access to global job opportunities, as part of the Atlas Copco Group.
• An excellent remuneration package
• Support for maintaining a healthy work-life balance, including vacation, personal, and sick time.

Uniting curious minds

Behind every innovative solution, there are people working together to transform the future. With careers sparked by initiative and lifelong learning, we unite curious minds, and you could be one of them.