CRM Application Support

Provide Level 2/3 application support for Dynamics 365 CRM. Troubleshoot production issues impacting customer onboarding, servicing, or complaints. Support incident, problem, and change management in line with ITIL and bank governance models. Participate in production releases, hotfixes, and post‑deployment validation.

Coordinate with InfoSec, risk, compliance, and audit teams for critical changes. Maintain operational documentation, run-books, and audit evidence. Experience with Logs analysis (application/server logs). Ability to trace issues across end-to-end systems. Familiar with SLA / KPI-driven environments & On-call / shift-based support.

Hands-on experience with production support & incident troubleshooting.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field. 3+ years of experience in application support, preferably in enterprise or banking environments. Strong experience supporting Microsoft Dynamics 365 CRM (L2/L3 support level). Strong knowledge of ITIL processes (Incident, Problem, and Change Management).