Job Description

PLEASE NOTE DO NOT APPLY IF YOU DO NOT QUALIFY IN FULL.A Support Technical Engagement Lead is responsible for the support, maintenance, implementation of the design and the testing and maintenance of solutions. Specifically:

• Lead the support team in diagnosing and resolving issues reported by users promptly.
• This can include troubleshooting technical problems, investigating data discrepancies, and identifying the root cause of system errors.
• Oversee minor system customizations and configurations based on user requirements.
• This might include creating new fields, entities, workflows, or adjusting security settings.
• Customize D365 CE entities, forms, views, workflows, and business rules to align with business processes.
• Stay informed about the latest patches, updates, and releases for Dynamics 365.
• Plan and execute the application of patches and updates, ensuring system stability and security.
• Monitor the performance of the D365 system, identifying bottlenecks, and taking proactive measures to optimize performance.
• This might involve analysing system logs, performance metrics, and user feedback.
• Organize training sessions for end-users to enhance their skills and knowledge of the system.
• Provide training materials and resources to users for self-help.
• Gather feedback from users about system functionality and issues they face.
• Analyse this feedback to identify common problems and propose long-term solutions.
• Interface with Microsoft or relevant vendors for advanced technical support when issues cannot be resolved internally. Coordinate with vendors for issue escalation and resolution.
• Deep and extensive working knowledge of solutions within your primary competency.
• Produce technical specifications and system architecture diagrams.
• Oversee the development of the solution from a best practice IP adoption and the robustness of the solution.
• Assists in solving highly complex technical problems, works with other leaders within the business as needed, and escalates resolution when appropriate.
• Tackling complex problems and advanced coding, including performance optimisation.
• Take into account the current and future architectural requirements for the solution.
• Conducting of code reviews.
• Integrate D365 CE with other systems and applications, ensuring seamless data flow.
• Develop custom plugins and workflow activities using C# and .NET to extend the platform's functionality.
• Write client-side scripts using JavaScript and create web resources to enhance user experience and interface.
• Assist in data migration from legacy systems to D365 CE.
• Design and customize reports using tools like Power BI, SQL Server Reporting Services (SSRS), and FetchXML.
• Implement and manage security roles, field-level security, and data access permissions.
• Ensuring the adoption of the architectural and development standards by the implementation team.
• Leadership of technical resources within the support team.
• Work on actively improving the processes and efficiencies of the technical teams.
• Act as the trusted technical advisor to the client and project team members.
• Conducting of relevant workshops.
• Conduct Design workshops with Business Analyst to ensure the best solution is being implemented.
• Translate the BRD into the technical specification.
• Actively troubleshoot issues that arise at client sites.
• Oversee multiple clients at any one time.
• Assure deliverables are at the expected quality.
• Come up with innovative approaches to delivering more efficiently.
• Work with the project leadership in definition of tasks, delivery timeframes and Priorities.
• Ability to mentor members of the team.
• Driving delivery and task oriented deliver the required tasks in the expected time frame.
• Escalate any issues timeously and clearly.
• Ensure delivery of solutions within the allocated project timeframes.
• Ensure discrete handling of all business information, particularly where confidential information is concerned.
• Communicate with immediate manager, People Manager, other company department heads and employees, co-workers, clients and other individuals to co-ordinate work activities, review status of work, exchange information, resolve problems or give/receive advice/direction.
• Administration: maintain an updated Microsoft Office Outlook calendar; completion of any required administration timeously (e.g. response on performance reviews): weekly timesheets, etc.
• Travel locally, as required, to conduct the companys business.

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