Role Overview

Web Synergies is seeking an experienced Microsoft Dynamics 365 CRM Technical Support Consultant to support a leading IT company. This role is responsible for providing application support, incident management, problem resolution, troubleshooting, monitoring, maintenance, and continuous improvement of Microsoft Dynamics 365 Customer Engagement (CRM) solutions.

The successful candidate will work closely with business users, functional consultants, development teams, and infrastructure teams to ensure stable, secure, and efficient CRM operations. Responsibilities include root cause analysis, issue resolution, system administration, release support, user assistance, and coordinating defect fixes and system enhancements.

Key Responsibilities

• Provide L2/L3 application support for Microsoft Dynamics 365 CRM environments.
• Analyse, troubleshoot and resolve incidents, service requests and production issues within agreed Service Level Agreements (SLAs).
• Monitor CRM system health, integrations, interfaces and background jobs.
• Perform root cause analysis and recommend permanent corrective actions for recurring issues.
• Support CRM deployments, releases, patches and upgrades.
• Coordinate with development teams for bug fixes, testing and deployment activities.
• Perform data validation, data correction and support data migration activities when required.
• Maintain technical support documentation, knowledge articles, runbooks and troubleshooting guides.
• Assist end users in resolving functional and technical issues related to Microsoft Dynamics 365 CRM.
• Support integrations with external applications, Microsoft Azure services, APIs and middleware platforms.
• Participate in incident reviews, problem management meetings and service improvement initiatives.
• Work closely with business stakeholders to understand issue impact and business priorities.
• Support release validation, smoke testing and post-deployment verification activities.
• Attend daily support calls, status meetings and provide updates on issue resolution progress.

Mandatory Skills

• Minimum 5 years of relevant experience.
• Hands-on experience supporting Microsoft Dynamics 365 CRM / Customer Engagement applications and Microsoft Power Platform.
• Strong troubleshooting skills across CRM configuration, customisation, workflows, business rules, plug-ins and integrations.
• Good understanding of Microsoft Power Platform components, including Power Apps, Power Automate and Dataverse.
• Experience supporting Dynamics 365 CRM integrations using Azure Logic Apps, Azure Functions, APIs and integration services.
• Knowledge of JavaScript, C#, plug-ins, workflows and custom CRM components.
• Experience with Azure DevOps, Git, release management and application support processes.
• Strong understanding of CRM security roles, business units, solution management and environment administration.
• Experience using XRMToolBox and CRM diagnostic tools.
• Excellent analytical, debugging, problem-solving and customer-facing communication skills.
• Experience working within ITIL-based support environments covering Incident, Problem and Change Management processes.

Preferred Skills

• Experience supporting production environments for global customers.
• Knowledge of Microsoft Azure services and cloud operations.
• Understanding of Agile delivery methodologies.
• Experience preparing Root Cause Analysis (RCA) reports and service improvement plans.
• Microsoft Dynamics 365 and/or Microsoft Power Platform certifications.

Apply Now

If you have strong experience supporting Microsoft Dynamics 365 CRM environments and enjoy solving complex technical challenges within enterprise support operations, we'd like to hear from you.

Send your CV to Leela Lavanya at leelalavanya.gujjarlapudi@websynergies.com.