Technical Support Manager

Company Overview:

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.TM 

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.

Position Overview:

The Technical Support Manager is responsible for

1. Managing a team of Support Engineers of D365 CE and FnO application expertise.
2. Operating the support function and helping the business with resolution of supports tickets within SLAs.
3. The position act as the first point of escalation when the issues breached SLAs or any outages occur.
4. Manage 2-5 short term projects spanning from 1 Month to 6 months.
5. Managing a maintenance team fixing the bugs and technical debt issues.

What you’ll do as the Technical Support Manager– D365:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Experience working with Dynamics 365 Finance and Operations and/or CE, either as end user or support role or a developer role. 
• Experience working in order-to-cash, Procure-to-pay is required. Mostly knowledgeable in one or more areas like : Sales order, Pricing, Finance O2C , P2P, Tax.
• Troubleshooting skills – Ability to assess and apply what they have learned in one issue to another issue, attention to details is very important.
• Governing the support playbook and always looking for improvements in automation and preventing the issue occurrence.
• Ability to develop new runbooks or change the process based on data driven decisions.
• Ensure the quality checks on knowledgebase articles for use in future activities, quality check on ticket closure.
• Good understanding of key support metrics to measure and KPIs.
• Intermediate to advanced SQL skills for writing queries
• Good at learning business processes and application functionality
• Good/ Moderate proficiency in D365 F&O and CE modules
• Record and resolve support issues and escalate as required.
• Perform detailed RCAs on critical issues.
• Run scrum meetings and deliver high quality fixes with effective sprint planning.

What you will bring to the team:

• BE/BS or MS in Computer Science or equivalent fields.
• 10-15 years of overall experience
• 5+ years D365 user or as a support role.
• 5+ years of experience managing a team of 10+ members and team player.
• Fast learner and good problem-solving skills
• Good oral and written communication skills
• Ability to manage multiple users and systems across multiple geographies.
• Background in D365 F&O and CE preferred

Zones offers a comprehensive Benefits package.

While we’re committed to providing top-tier solutions, we are just as committed to supporting our own teams. We offer a competitive compensation package where our employees are rewarded based on their performance and recognized for the value they bring to our business. Our employees enjoy a variety of comprehensive benefits, including Medical Insurance Coverage, Group Term Life and Personal Accident Cover to handle the uncertainties of life and a flexible leave policy to balance their work life.

At Zones, work is more than a job – it's an exciting careers immersed in an inventive, collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.