CRM Support Technical Lead

Role Name: CRM Support Technical Lead

Location: Toronto

JOB DESCRIPTION:
"Designation C2 Manager

Location Toronto Canada

Main Responsibilities

Lead the endtoend delivery of AMS services for D365 CE ensuring SLA adherence service quality and client satisfaction across incidents problem change and release management

Provide expert guidance on D365 CE configurations customizations and integrations Ensure technical solutions are scalable secure and aligned with business needs

Oversee resolution of complex technical issues perform root cause analysis and implement permanent fixes to reduce recurring incidents

Manage minor enhancements and continuous improvement initiatives including automation performance tuning and user experience improvements

Act as the primary technical point of contact for client stakeholders providing regular updates managing escalations and driving proactive communication

Establish and maintain AMS governance frameworks including service reporting KPI tracking and compliance with ITIL and Capgemini standards

Lead and mentor AMS support teams ensuring knowledge sharing skill development and adherence to best practices

Support and maintain integrations with other enterprise systems using Power Platform Azure Logic Apps and REST APIs Ensure data consistency and integrity across platforms

Must Have

8 years of handson experience with Microsoft Dynamics 365 CE CRM including configuration customization and support

5 years of experience in technical leadership roles within AMS or CRM delivery environments

Strong experience with Power Platform Power Automate Power Apps Plugins Workflows and Custom Entities

4 years of experience in D365 integrations using REST APIs Azure Services and thirdparty connectors

Experience with DevOps practices and tools eg Azure DevOps

Strong understanding of D365 CE architecture security model and performance optimization

Excellent communication and stakeholder management skills

Proficiency in Agile delivery methodologies and ITILbased support frameworks

Nice to have

Microsoft Certified Dynamics 365 Customer Service Functional Consultant Associate or equivalent

Microsoft Certified Power Platform Developer Associate is a strong asset