Senior Support Lead
Technology, Data & Digital · Software & Web Development · Software Engineering · Data Analysis
In short
Polaris Industries is looking for a Senior D365 F&O Production Support Consultant with over 8 years of experience. This remote role involves providing L2/L3 support for International Order to Cash processes, focusing on incident resolution, troubleshooting, and operational monitoring.
Responsibilities
- Provide L2/L3 production support for incidents and service requests impacting International Order to Cash processes.
- Own assigned incidents from initial triage through investigation, service restoration, business validation, documentation, and closure.
- Assess business impact and urgency, identify safe workarounds, and provide timely updates during priority incidents.
- Investigate issues across the transaction flow to identify root causes (configuration, security, data, integration, customization, infrastructure, etc.).
- Monitor D365 batch jobs and scheduled processes; respond to alerts for failed, stuck, or long-running jobs.
- Perform authorized recovery actions for batch or interface failures.
- Troubleshoot delayed, missing, duplicated, or failed order and status messages across D365 F&O, D365 Commerce/CSU, portals, and connected applications.
- Review batch history, info-logs, event logs, integration messages, and telemetry to isolate failures.
- Use working knowledge of D365 Data Management, OData/APIs, and relevant tables to validate data movement and transaction state.
Requirements
- 8+ years of hands-on Microsoft Dynamics AX/D365 Finance & Operations experience.
- Strong recent experience providing L2/L3 production support in a global, business-critical D365 F&O environment.
- Strong troubleshooting knowledge of International Order to Cash, including Sales, Accounts Receivable, customer setup, pricing, fulfillment, shipment, invoicing, returns, inventory, and related postings.
- Experience supporting multi-country D365 F&O operations and production stabilization.
- Experience supporting D365 Commerce/CSU, e-commerce or order-portal integrations, and order-synchronization processes.
- Hands-on experience monitoring and recovering business-critical batch jobs and integrations using approved procedures.
- Proven ownership of priority incidents, service restoration, root-cause analysis, workarounds, business communication, and escalation coordination.
- Ability to differentiate configuration, security, data, integration, customization, infrastructure, and standard-product issues.
- Experience reproducing production issues in non-production environments and preparing complete escalation packages for engineering teams or Microsoft Support.
- Strong knowledge of ServiceNow or a comparable ITSM platform, SLA management, incident management, problem management, and knowledge management.
- Ability to operate as a hands-on individual contributor while working within defined product-ownership and change-approval boundaries.
- Strong written and verbal communication skills with global business and technology stakeholders.
Desired Qualifications
- Basic understanding of D365 integrations, data entities, recurring integrations, and monitoring tools, with the ability to review failures, gather evidence, and coordinate with technical teams for resolution.
- Basic knowledge of D365 localizations for Europe, APAC, LATAM, and Australia/New Zealand regions, with availability to support agreed business hours within the global support model.
- Experience leading incident calls, root-cause reviews, and preventive-action discussions.
- Experience supporting release validation, regression testing, and post-deployment stabilization.
- Experience producing support metrics, incident trends, and continuous-improvement recommendations.
Benefits
- You'll supercharge your potential.
- You'll find your career.
- You'll find your spark.
- A place that knows that helping its customers stay on top starts by putting its people first.
#D365 F&O#Support#Order to Cash#Dynamics AX
Company
HCLTech
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
Remote
Experience Level
Senior
Locations
Bengaluru, India
Applicants
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