Support Lead CDS - D365 Support Engineer

Req ID: 284995 

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Support Lead CDS - D365 Support Engineer to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).

Support Lead CDS – D365 Support Engineer

Job description

Work as part of a team that supports and enhances worldwide business processes and systems.  Utilize your strong technical competencies and functional business expertise to identify, evaluate and support systems and processes for Ecolab Industrial Sales & Service business users.

The CDS Industrial Support Lead will primarily work on troubleshooting the production incidents and monitoring the production metrics of one or more high availability applications.

This position of Support Engineer is a versatile position that requires very good problem-solving skills & Communication.

The Support Engineer will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. Responsible to escalate unresolved issues to appropriate development team in a timely manner.

RESPONSIBILITIES:

• Respond to product team inquiries via phone, email, and chat in a timely and professional manner.
• Escalate complex issues to the appropriate teams in the timely manner.
• Collaborate with other teams to improve the overall customer experience.
• Have thorough knowledge of the application.
• Overcommunicate the resolutions and progress in a clear and concise manner.
• Daily triaging of Production Incidents.
• Continuous monitoring of Production Metrics.
• Troubleshoot the production Incidents and identify the root cause.
• Collaborate with the Development team to escalate the incident if support team is blocked.
• Collaborate with business analysts and other business-facing partners to identify and define technical and data requirements.
• Monitor the production configuration & setup.
• Partner with the development team to brainstorm, analyze and recommend solutions for the production issues.
• Participate in all aspects of the Agile/Scrum process.
• Demonstrate ability to effectively communicate with representatives, business partners, and other stakeholders.
• Drive various Production KPIs (User feedback, Power BI reports, etc.)
• Continuously work with development team to gain the knowledge after production deployments.

Minimum Qualifications:

• 3 years engineering degree.
• Detail-oriented self-starter with the ability to work independently and drive execution.
• Experience in MS Dynamics 365, Power Apps, Power BI, Power Automate, MS SQL, MS SSIS.
• Experience in C# and JavaScript programming languages.
• Experience and general knowledge in Azure programming.
• Experience with DevOps tool e.g., Azure DevOps.
• Excellent verbal and written communication skills that allow effective communication with both business and technical resources.
• Strong problem-solving, analytic, conceptual, and critical thinking skills

• Available to work in Weekends and night shifts when required to resolve P1 incidents.

• Minimum 4 years working as an IT business.
• Ability to multitask and work on a diverse range of requirements.
• Should effectively facilitate meetings, brainstorm with the business as well as Development team to derive resolutions for the incidents.
• Experience working with developers.

Preferred Qualifications:

• Experience with industry standard support practices.
• A basic knowledge of ServiceNow for ticket tracking.
• Bring a positive and collaborative energy to the dynamic support team.
• Ability to anticipate change and transition with agility and flexibility while still meeting customer and corporate needs in a fast-paced environment.

Willingness to learn new programming languages and latest Microsoft tools and stay up to speed with latest technologies.

About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients’ long-term success. Visit nttdata.com or LinkedIn to learn more.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.