Support Manager - Microsoft Dynamics

Atlas Copco; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Growth opportunities

Global exposure

Healthy work-life balance

Job summary

Atlas Copco is seeking a Support Manager for Microsoft Dynamics to lead global application support, drive continuous improvement, and coordinate across business stakeholders, IT teams, and external partners. You will ensure stable, secure, and efficient support delivery while guiding incident management and service improvements.

The role requires strong Dynamics experience, ITIL/ITSM proficiency, and leadership capabilities to manage internal teams and external vendors across a global footprint.

Qualifications

• Experience in supporting Microsoft Dynamics platforms (D365 Field Service/CRM or related modules).
• Solid understanding of ITIL/ITSM processes (Incident, Problem, Change, Service Request).
• Experience managing third‑party vendors and support partners.
• Proven leadership and team coordination skills.
• Ability to communicate effectively with technical and non‑technical stakeholders.

Responsibilities

• Lead end-to-end application support for Microsoft Dynamics solutions across global operations.
• Prioritize incidents, service requests, and problem resolution per SLAs and ITSM processes.
• Serve as escalation point for complex issues and coordinate cross-team resolutions.
• Drive root cause analyses and implement corrective and preventive actions.
• Collaborate with business stakeholders to align support services with priorities.
• Own and improve support processes, documentation, and knowledge management.
• Develop internal resources and manage external partners, including workload planning and performance monitoring.
• Support lifecycle activities such as upgrades, patches, releases, and integration changes.

Skills

Microsoft Dynamics experience

ITIL/ITSM

Vendor management

Leadership

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.

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.
• Support for maintaining a healthy work-life balance, including vacation, personal, and sick time.

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