Job Openings Application Support Engineer - D365

About the job Application Support Engineer - D365

WE ARE HIRING: Application Support Engineer – D365 

Location: Sri Lanka
Employment Type: Contract
Industry: Information Technology

Role Overview 

We are seeking an experienced Application Support Engineer – D365 to provide functional and technical support for Microsoft Dynamics 365 Finance & Operations (D365 F&O) and its integrated enterprise applications. The successful candidate will play a critical role in ensuring the stability, reliability, and performance of business-critical ERP systems by managing incidents, troubleshooting issues, supporting users, delivering system enhancements, and participating in continuous improvement initiatives. This position requires strong problem-solving capabilities, excellent stakeholder management skills, and a deep understanding of D365 F&O business processes. As part of a high-performing support team, you will work closely with business users, developers, architects, vendors, and service management teams to deliver exceptional application support services while contributing to system optimization and business success. 

Key Responsibilities 

Application Support & Incident Managemnt

  • Provide Level 2 support for functional and technical issues across Microsoft Dynamics 365 Finance & Operations.
  • Troubleshoot user-reported incidents, validate data issues, replicate errors, and implement appropriate resolutions.
  • Manage the complete ticket lifecycle including triage, investigation, escalation, communication, resolution, and closure.
  • Perform routine system monitoring, health checks, and housekeeping activities to ensure operational stability.
  • Support business users by resolving process-related queries and providing guidance on system functionality.
  • Maintain and update support documentation, knowledge articles, and operational procedures.
  • Ensure service levels and support standards are consistently achieved.

Advanced Support & Continuous Improvement

  • Conduct root cause analysis for recurring, complex, and high-impact application issues.
  • Support major incident management activities and lead technical recovery efforts when required.
  • Deliver small system enhancements, configuration changes, and minor development activities.
  • Work closely with development and architecture teams to design and implement effective solutions.
  • Prepare functional specifications and design documents to support change requests and system improvements.
  • Identify opportunities to improve application performance, usability, and operational efficiency.
  • Contribute to continuous improvement initiatives that enhance service quality and user experience.

Stakeholder Engagement & Service Delivery

  • Collaborate with business stakeholders to understand operational requirements and future-state business processes.
  • Provide functional guidance across Finance, Supply Chain, Sales, and Retail modules.
  • Work closely with service management teams, vendors, and third-party support partners.
  • Support change management, service transition, and release activities.
  • Participate in ITIL-based service management processes including Incident, Problem, Change, and Service Transition Management.
  • Mentor and coach junior team members while promoting knowledge sharing and capability development.

Candidate Profile

  • Experience supporting Microsoft Dynamics 365 Finance & Operations (D365 F&O) is essential.
  • Strong understanding of ERP systems and enterprise application support environments.
  • Experience supporting Finance, Supply Chain, Sales, or Retail business processes within D365 environments.
  • Strong analytical, troubleshooting, and root-cause analysis capabilities.
  • Experience managing incidents, service requests, and application support activities within structured service delivery environments.
  • Knowledge of ITIL processes including Incident Management, Change Management, and Problem Management.
  • Experience working with outsourced managed services environments will be highly advantageous.
  • Excellent communication and stakeholder management skills.
  • Ability to explain technical concepts clearly to both technical and non-technical audiences.
  • Strong attention to detail with a commitment to quality and accountability.
  • Ability to work effectively under pressure and manage multiple priorities.
  • Strong collaboration skills and ability to work across cross-functional teams.
  • Commitment to continuous learning and professional development.

Preferred Qualifications

  • Microsoft Dynamics 365 Finance & Operations certifications.
  • Knowledge of Agile, Scrum, or modern project delivery methodologies.
  • Experience using IT Service Management (ITSM) tools.
  • Exposure to enterprise application support within large-scale business environments.
  • Additional language capabilities will be an added advantage.

Working Requirements

  • Participation in a 24/7 support environment and on-call support roster.
  • Ability to respond effectively to critical incidents and service disruptions.
  • Commitment to maintaining service excellence and business continuity.

Ready to take your career to new heights? 

We're InTalent Asia, your go-to recruitment partner in Sri Lanka, and we've got an exciting opportunity for you! 

Our client is looking for a skilled individual to fill the role of Application Support Engineer – D365. 

Apply now and see how you can be the perfect fit for this exclusive position!

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