Position: Application support lead (Dynamics 365)
Company: Intersog
Category: Support
Experience required: 3y
English level: upper

Intersog® is a Chicago-based provider of ROI-driven custom web and mobile development specializing in the delivery of full-service, end-to-end solutions, and project resources to Fortune 500 companies, SMEs, and startups. We help our clients attack their ambitious business goals, solve skills shortage issues and become innovative by building Dedicated Software Development Teams in Ukraine and/or providing on-demand IT project resources to complete required skills on their in-house teams.

Our primary goal in partnering with our clients is to exceed their expectations and foster an ongoing relationship that envelopes innovation, industry leadership, and business strategy while delivering products that bring exceptional user experience, brand elevation, and market dominance.

We’re looking for an Application support lead (Dynamics 365) to join the team of our Singapore client which develops the platform to competently allow customers to manage their finances. This position includes the ability to work from 4:00 am - 13.00 pm.

Requirements:

Minimum 5 - 10 years of proven working experience in leading technical support teams and experience in hands-on application support.
Strong customer service and support focus with a desire to deliver high-quality service.
Experience with support and development work on the Dynamics365 and PowerPlatform.
Extensive problem solving and debugging skills.
Able to use and customize the Atlassian Jira Service Desk platform.
Experience with JavaScript, C# and the Azure Cloud Platform.
ITIL Certification is a plus.
At least an Upper-intermediate level of English (written and spoken).

Responsibilities:

Lead and prioritize the application support work load
Perform L1 and L2 work on the Dynamics365 CRM
Manage and Own the Problem and Incident Management Process
Lead and drive Support meetings with stakeholders from Operations and Technology
Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems
Develop, coordinate and promote the effective functioning of problem management activities
Examine potential areas for Service Improvement and raise proposals 
Design appropriate metrics for reporting on key performance and quality indicators
Ensure there are robust procedures and processes within the application support function
Implement and improve support processes to support Operations
Responsible for managing the service desk in Jira and make sure response times are within set SLA’s and OLA’s
Documenting resolutions to reported problems and communicate with users how to prevent them from happening (if applicable) 
Design, prepare and conduct end-user training relating to support items 
Act as a technical resource for internal and external projects


We offer:
            
Competitive compensation based on your skills, experience, and customer satisfaction;
Opportunity to work on challenging and exciting international projects;
Flexible working hours and the possibility to work remotely when needed;
Regular performance evaluation twice a year;
Long-term contract with 20-25 paid time off working days (for vacation, sick and personal leave);
Corporate English courses from A1 to C1 level and monthly English speaking clubs;
Compensation of professional conference attendance according to the corporate policy;
Compensation of medical insurance/gym according to the corporate policy;
Casual, friendly and family work environment, flat organizational structure;
Regular knowledge sharing meetups and various corporate events (such as the company’s Birthday celebration and summer family party);
Newborn and wedding bonuses;
Gameroom with a lounge zone, PlayStation and sports equipment;
Travel and visa assistance for employees;
Coffee, cookies, nuts and dried fruits for a productive day;
Friday brunches with fresh bakery;
Yoga lessons;
Secure bike storage (Odessa).