Purpose of job:
We are seeking a CRM Support Team Lead to manage and handle issues raised by business users.
The ideal candidate should:
1) have experience leading a small team
2) have experience in system design and architecture
3) be hands on resolving L1/L2 tickets with the team
4) lead the team to prioritise issues, design workarounds & solutions
5) work with vendor to implement permanent fixes for issues and perform robust UAT tests to ensure that the solutions work as expected
Accountabilities, responsibilities and main duties:
Job responsibilities
- Level 1 & Level 2 Support for our MS Dynamic CRM
- Perform root cause analysis for system errors, performance issues, or failed integrations
- Review and classify issues into problems for vendor to fix
- Prioritise issues and coordinate with vendor to fix issues
- Review vendor solutions to ensure they adequately resolve problems without gaps
- Manage system configurations, including user roles, security roles and permissions
- Analyse and resolve integration (API) issues with other third-party applications (e.g. HR, HubSpot, legacy systems) or internal systems
- Perform UAT tests and validation on Dynamics 365 customizations before Vendor deploys them to production
- Document and maintain troubleshooting steps, known issues, and common resolutions for team knowledge base
- Provide training to users on new features, system updates, or best practices
- Any other ad-hoc duties assigned
Technical requirements:
- Experience in MS Dynamics CRM
- Experience in .Net, C#, and SQL scripts
- Experience with MS PowerAutomate & PowerBI
- Basic experience using development tools like Postman, Azure DevOps is preferred
- Basic experience with Web Servers like IIS and Nginx is preferred
- Basic experience with JavaScript, jQuery, HTML & CSS is preferred
Snapshots of our ideal candidate:
- Possesses minimum Degree in IT or Computer Science
- 5 years' work experience
- Strong analytical and problem-solving skills
- Able to work with in a team and individually
- Possess a can-do attitude and takes initiatives for changes
- Have a customer centric attitude to help resolve problems promptly
- Able to work under stress and stringent timelines