Key skills
CRMChange Management
About this role
- Provide Level 2/3 application support for Dynamics 365 CRM.
- Troubleshoot production issues impacting customer onboarding, servicing, or complaints.
- Support incident, problem, and change management in line with ITIL and bank governance models.
- Participate in production releases, hotfixes, and post‑deployment validation.
- Coordinate with InfoSec, risk, compliance, and audit teams for critical changes.
- Maintain operational documentation, run-books, and audit evidence.
- Experience with Logs analysis (application/server logs).
- Ability to trace issues across end-to-end systems.
- Familiar with SLA / KPI-driven environments & On-call / shift-based support.
- Hands-on experience with production support & incident troubleshooting.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 3+ years of experience in application support, preferably in enterprise or banking environments.
- Strong experience supporting Microsoft Dynamics 365 CRM (L2/L3 support level).
- Strong knowledge of ITIL processes (Incident, Problem, and Change Management).