CRM L3/4 Support Lead– 8-12 Years – Mumbai (WFO)

Location: Mumbai
Discipline: Customer Service, Supply Chain & Procurement
Job type: On-site (WFO) Jobs
Contact name: Nancy Thakur

Contact email:
Job ref: 40548
Published: 10 days ago

CRM L3/4 SupportLead– 8-12 Years– Mumbai (WFO)   


As a CRM Support, you will be working at the highest level of support escalation. You will be collaboraing with internal teams, vendors, and customers to diagnose, troubleshoot, and resolve intricate technical challenges.

Location-Mumbai (WFO)

Work Shift Timings : Rotational Shifts


Your Future Employer- An Indian multinational business process management company having expertise in various domains like Analytics, Digital Transformation and Customer Experience



  • Act as a subject matter expert responsible for providing advanced technical support and guidance for complex issues related to Microsoft Dynamics 365 applications

  • Working at the highest level of support escalation, you will collaborate with internal teams, vendors, and customers to diagnose, troubleshoot, and resolve intricate technical challenges

  • You will be pivotal in ensuring the stability, performance, and optimal functioning of Dynamics 365 environments

  • Demonstrate deep knowledge and proficiency in Dynamics 365 architecture, configuration, customization, and integration

  • Analyze and troubleshoot intricate technical problems, system errors, and performance bottlenecks.

  • Utilize advanced diagnostic tools, methodologies, and scripting techniques to identify root causes and implement effective solutions in a timely manner

  • Act as a point of escalation for unresolved issues from L1 and L2 support teams.

  • Collaborate closely with peers, senior engineers, development teams, and third-party vendors to resolve complex technical challenges and ensure customer satisfaction

  • Conduct comprehensive analysis of recurring incidents, service outages, and system failures to identify underlying patterns and trends.

  • Propose and implement preventive measures, proactive monitoring solutions, and long-term optimizations to enhance system reliability and resilience

  • Lead and coordinate the planning, testing, and implementation of system upgrades, patches, and configuration changes in Dynamics 365 environments.

  • Ensure adherence to change management processes, documentation standards, and compliance requirements.

  • Create and maintain technical documentation, troubleshooting guides, best practices, and knowledge base articles.

  • Share expertise and insights with the support team through training sessions, workshops, and mentoring activities to enhance overall competency and efficiency

  • Proactively identify opportunities for process improvements, automation, and optimization in support workflows, tools, and methodologies.

  • Drive initiatives to enhance service delivery, reduce response times, and increase customer satisfaction

  • Provide advanced training, guidance, and technical assistance to end-users, administrators, and technical stakeholders on complex system configurations, customizations, and integrations.

  • Foster self-service capabilities and empower users to maximize the value of Dynamics 365 applications

  • Should be able to identify product issues on Ms

    Dynamics. Lias

    with MS Dynamics product support team for issue resolution, patch deployments, platform upgrades


  • Extensive experience with Microsoft Dynamics 365 applications, including advanced configuration, customization, and administration.

  • Profound understanding of Dynamics 365 architecture, data model, security model, and integration capabilities.

  • Exceptional analytical and problem-solving abilities with a track record of resolving complex technical issues effectively. Ability to think critically, troubleshoot systematically, and develop innovative solutions to address intricate challenges.

  • Excellent interpersonal and communication skills with the ability to convey complex technical concepts and solutions clearly and concisely to both technical and non-technical audiences. Strong documentation skills with attention to detail.

  • Collaborative mindset with the ability to work effectively in a cross-functional team environment. Experience leading and coordinating efforts across multiple teams, stakeholders, and geographical locations.

  • Customer-centric approach with a commitment to delivering exceptional support and exceeding customer expectations. Empathetic attitude towards understanding customer needs and providing personalized assistance.

  • Agility to thrive in a fast-paced and dynamic environment, adapting to evolving technologies, business requirements, and customer demands.

  • Willingness to continuously learn and acquire new skills.

  • Relevant certifications in Microsoft Dynamics 365, such as Microsoft Certified: Dynamics 365 Solution Architect Expert, Dynamics 365 Finance and Operations Apps Solution Architect, or Dynamics 365 Sales Functional Consultant Associate, are highly desirable.

What is in for you-

  • A stimulating working environment with equal employment opportunities.

  • Growing of skills while working with industry leaders and top brands.

  • A meritocratic culture with great career progression.



Reach us- If you feel that you are the right fit for the role please share your updated CV at


Disclaimer- Crescendo Global specializes in Senior to C-level niche recruitment. We are passionate about empowering job seekers and employers with an engaging memorable job search and leadership hiring experience. Crescendo Global does not discriminate on the basis of race, religion, color, origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


Profile Keywords :Ms Dynamic CRM. Knowledge in JIRA and Fresh Sevice. Skills with Ms Power platform and integration.