Responsibilities

Lead day-to-day Application Maintenance and Support (AMS) operations for multiple Microsoft Dynamics CRM applications across business units.
Ensure timely resolution of incidents, service requests, changes, and problem tickets per agreed SLAs.
Manage environment stability, application health checks, and capacity planning for Dynamics CRM systems.
Act as the primary point of contact for stakeholders across business and IT for all AMS-related matters.
Lead regular service reviews, incident trend analysis, and performance reporting with key stakeholders.
Collaborate with CRM functional leads, business analysts, and development teams to support business objectives.
Lead and manage onsite/offshore support teams, ensuring effective handovers, communication, and workload distribution.
Coordinate with third-party vendors and partners involved in Dynamics CRM operations or integrations.
Identify improvement areas in service delivery, automation, ticket reduction, and root cause elimination.
Lead minor enhancements, CRs, and optimization projects in coordination with business and technical teams.
Ensure proper documentation, knowledge base updates, and adherence to governance frameworks.

Requirements

Bachelor's degree in Computer Science, Information Systems, or a related field.
7+ years of experience in IT with at least 3 years in an AMS leadership role.
Requires strong expertise in Microsoft Dynamics CRM, a deep understanding of banking business processes, and a proven track record of leading cross-functional onshore/offshore support teams.
Strong hands-on knowledge of Microsoft Dynamics 365 CRM (Customer Engagement), including modules like Sales and Customer Service.
Experience working in the banking or financial services domain is required.
Strong understanding of ITIL processes and AMS best practices.
Proven experience managing support for integrations with core banking systems, third-party apps, and data services.
Excellent stakeholder engagement, communication, and team leadership skills.

Shortlisted candidates will be offered a 1 Year agency contract employment.