D365 CE Technology Lead
Infosys
Job details
Work Location
Anywhere in the US and/or Remote
State / Region / Province
Anywhere in the US and/or Remote
Country
USA
Domain
Delivery
Interest Group
Infosys Public Services, Inc
Skills
Technology|.NET application Support|.NET application development, Support, Technology|Cloud Platform|Azure Devops, Technology|Cloud Platform|Dynamics 365 CRM, Technology|Cloud Platform|Power Platform
Company
IPS USA
Requisition ID
137843BR
Job description
We are seeking a highly experienced Technology Lead – D365 Sales & Service Support (Cloud & On-Prem) to oversee and drive support operations for Microsoft Dynamics 365 Sales and Service, across both cloud and on-premises environments. This role requires deep technical expertise, leadership in support delivery, and a strong background in bug fixing, RCA, and system optimization.
Required Skills & Qualifications:
Candidate can be located anywhere in the US. This position will require travel to project locations.
Bachelor’s degree or foreign equivalent required from an accredited institution in Computer Science/ Information Systems Management or related field required. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
4+ years of experience in Microsoft Dynamics 365 CRM, with strong expertise in Sales and Service modules.
Hands-on experience with on-premises D365/CRM deployments, including IIS, SQL Server, Active Directory, and custom integrations.
Deep understanding of cloud-based D365, including Power Platform, Azure DevOps, LCS, and monitoring tools.
Proven track record in bug fixing, RCA, and support leadership.
Strong analytical, communication, and stakeholder management skills.
Ability to manage multiple priorities and lead cross-functional teams.
In order to comply with legal requirements, this role is limited to “U.S. persons” as defined by 22 C.F.R. §120.15. U.S. persons include U.S. citizens, U.S. Lawful Permanent Residents, and certain refugees and asylees.
Key Responsibilities:
Provide D365 Sales and Service, support covering both cloud-based and on-prem deployments.
Provide Power Platform support, including Power Automate, Power Apps, and Dataverse integrations.
Manage and resolve complex technical issues, perform Root Cause Analysis (RCA), and implement long-term fixes.
Own the incident management process, including prioritization, escalation, resolution, and stakeholder communication.
Collaborate with development, infrastructure, and business teams to ensure seamless operations and system enhancements.
Guide and mentor support consultants, establishing best practices and driving continuous improvement.
Ensure compliance with SLAs, KPIs, and internal quality standards.
Maintain and evolve support documentation, including RCA reports, SOPs, and knowledge base articles.
Participate in release planning, testing, deployment, and environment management (cloud and on-prem).
Provide technical leadership in system upgrades, patching, performance tuning, and integration troubleshooting.
Act as a trusted advisor to business stakeholders, translating operational needs into technical solutions.
Preferred Certifications:
Microsoft Certified: Dynamics 365 Sales Functional Consultant Associate
Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
ITIL Foundation or equivalent (for support process excellence)
The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face. Travel may be required as per the job requirements.
Estimated annual compensation range for this role will be as follows:
In CA/ WA/NY/CO/MD/IL/MN/NJ: $73,000 to $102,200.
In Washington, DC: $66,100 to $100,200
Along with competitive pay, as a full-time Infosys employee you are also eligible for the following benefits: -
Medical/Dental/Vision/Life Insurance
Long-term/Short-term Disability
Health and Dependent Care Reimbursement Accounts
Insurance (Accident, Critical Illness, Hospital Indemnity, Legal)
401(k) plan and contributions dependent on salary level
Paid holidays plus Paid Time Off
About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.
Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.