About Illumina Technology Solutions, LLC

At Illumina Technology Solutions, we are experiencing rapid growth across the U.S.A., Canada, India, and Pakistan and are proud to be a Microsoft Gold Partner. We are committed to providing technology solutions that help organizations thrive in a fast-changing digital landscape. Our vision is to become a leader in digital transformation for our clients, leveraging the power of the Microsoft digital ecosystem to drive innovation and growth. Visit us at http://www.illuminatechnology.com

About the role

We are seeking a highly skilled and experienced Managed Support Lead for Dynamics 365 with expertise in the retail domain The ideal candidate will have a deep understanding of Dynamics 365 implementations, support processes, and experience in managing enterprise-level retail systems This role requires strong leadership, technical proficiency, and the ability to manage cross-functional teams to deliver exceptional service If you have a passion for solving complex challenges and driving operational excellence, we want to hear from you

Essential Functions

• Lead and manage Dynamics 365 managed support services, ensuring seamless operations and issue resolution
• Provide technical and functional support for Dynamics 365, particularly in retail-specific implementations
• Collaborate with stakeholders to define support strategies, troubleshoot issues, and enhance system performance
• Develop and maintain detailed documentation of processes, procedures, and best practices for Dynamics 365 retail operations
• Ensure timely and accurate communication with clients, prioritizing customer satisfaction
• Coordinate with cross-functional teams to address and resolve incidents and implement enhancements
• Monitor system performance, identify potential risks, and recommend optimization strategies
• Stay updated on the latest Dynamics 365 features, retail trends, and industry best practices to ensure continuous improvement

Required Qualifications

• Minimum of 8 years of experience in Dynamics 365, with at least 4 years in managed support roles
• Expertise in retail implementations and operations within Dynamics 365
• Strong technical knowledge of Dynamics 365 modules, including Finance, Supply Chain, and Commerce
• Proven ability to troubleshoot and resolve complex technical and functional issues
• Excellent communication and stakeholder management skills
• Experience with ITIL processes and incident management tools
• Strong understanding of retail business processes and workflows
• Experience with integrations between Dynamics 365 and third-party retail solutions
• Certification in Dynamics 365 or related technologies
• Familiarity with cloud services such as Azure and Power Platform
• Experience leading global support teams across multiple time zones

We are an equal opportunity employer committed to diversity and inclusion All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.