Purpose of job
We are seeking a CRM Support Team Lead to manage and handle issues raised by business users.
The ideal candidate should:
have experience leading a small team
have experience in system design and architecture
be hands on resolving L1/L2 tickets with the team
lead the team to prioritise issues, design workarounds & solutions
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
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