Responsibilities
• Lead day-to-day AMS operations for multiple Microsoft Dynamics CRM applications across business units.
• Ensure timely resolution of incidents, service requests, changes, and problem tickets per agreed SLAs.
• Manage environment stability, application health checks, and capacity planning for Dynamics CRM systems.
• Act as the primary point of contact for stakeholders across business and IT for all AMS-related matters.
• Lead regular service reviews, incident trend analysis, and performance reporting with key stakeholders.
• Collaborate with CRM functional leads, business analysts, and development teams to support business objectives.
• Lead and manage onsite/offshore support teams, ensuring effective handovers, communication, and workload distribution.
• Coordinate with third-party vendors and partners involved in Dynamics CRM operations or integrations.
• Identify improvement areas in service delivery, automation, ticket reduction, and root cause elimination.
• Lead minor enhancements, CRs, and optimization projects in coordination with business and technical teams.
• Ensure proper documentation, knowledge base updates, and adherence to governance frameworks.
Requirements
• Bachelor's degree in Computer Science, Information Systems, or a related field.
• 7+ years of experience in IT with at least 3 years in an AMS leadership role.
• Requires strong expertise in Microsoft Dynamics CRM, a deep understanding of banking business processes, and a proven track record of leading cross-functional onshore/offshore support teams.
• Strong hands-on knowledge of Microsoft Dynamics 365 CRM (Customer Engagement), including modules like Sales and Customer Service.
• Experience working in the banking or financial services domain is required.
• Strong understanding of ITIL processes and AMS best practices.
• Proven experience managing support for integrations with core banking systems, third-party apps, and data services.
• Excellent stakeholder engagement, communication, and team leadership skills.
Licence no: 12C6060