• Manage the full lifecycle of assigned technical support tickets, performing routine follow-ups and documentation within the case management system. • Author and maintain internal and external knowledge-base articles, how-to guides, and troubleshooting documentation. • Analyze ticket patterns and provide objective feedback to management regarding improvements to support processes and procedures.

• Act as the final functional authority for complex D365 F&O Supply Chain Management incidents, problems, and service requests. • Perform deep root-cause analysis on critical business process interruptions and collaborate with technical teams to deploy permanent fixes. • Provide expert guidance, technical coaching, and updated documentation to empower Level 1 and Level 2 support teams. • Maintain deep functional mastery over core application areas, specifically Supply Chain Management with Manufacturing, Order Management, and Advanced Warehousing. • Ensure all supported solutions strictly align with standard D365 functionality, prioritizing system configuration over heavy customization. • Assess the functional impact of proposed system changes and support User Acceptance Testing (UAT), regression testing, and release planning.

• Act as the L3 technical escalation point for D365 F&O incidents, problems, and service requests. • Investigate and resolve complex production issues, including: • Batch job failures and performance bottlenecks • Data integrity, posting issues, and intermittent defects • Integration failures and API/service errors • Environment-specific issues across Dev/Test/UAT/Prod • Perform deep root cause analysis using logs, traces, monitoring tools, and debugging techniques. • Produce high-quality fixes (hotfixes, data fixes, configuration-supporting code changes) ensuring minimal operational impact. • Work with Microsoft Support and third-party vendors/ISVs as needed for critical defects. • Design, build, and maintain extension-based solutions following Microsoft best practices (no over-layering). • Develop and support: • X++ customisations and extensions • SSRS reports, Data Entities, and OData/Custom services • Batch framework enhancements and asynchronous processing • Conduct code reviews to ensure: • Performance, security, maintainability, and supportability • Compliance with coding standards and deployment guardrails • Optimise solution performance through: • Query tuning, indexing recommendations, caching considerations • Efficient batch scheduling and workload separation • Support and enhance integrations including: • OData, REST services, DMF (Data Management Framework) • Azure integrations (e.g., Service Bus, Functions, Logic Apps) where applicable • Power Platform integration touchpoints (as relevant) • Diagnose and resolve interface and data movement issues (mapping, transformations, retries, sequencing). • Support data activities such as: • Data corrections, reconciliation routines, and entity-based imports/exports • Ensuring auditability and controlled execution of data fixes • Support and contribute to release planning and deployment execution across environments (Dev/Test/UAT/Prod). • Work with Azure DevOps to manage: • Work items, branching, pull requests, and build/release pipelines • Maintain and improve CI/CD practices including: • Automated build validation, code quality checks, release approvals • Support LCS activities (as applicable): • Environment health checks, deployable packages, updates/hotfixing • Manage user access rights • Security role troubleshooting and duty/privilege analysis • Support user licencing (assign/remove licences & support licence renewal process) • Operate within ITIL-aligned MSS processes: incident, problem, change, and request fulfilment. • Produce clear technical documentation: • RCA reports, technical notes, deployment runbooks, knowledge base articles • Identify recurring issues and implement problem prevention and automation. • Support and guide L1 and L2 support teams, ensuring effective issue resolution and knowledge transfer

• Lead client interviews and observations with an exceptional "bedside manner," translating complex IT concerns into understandable, actionable narratives. • Independently identify pain points and bottlenecks in current manual processes, proposing data-driven, automated alternatives. • Evaluate customer data and system landscapes to identify master data sources and assist in designing new solution architectures. • Document business use cases, data objects, and SQL database requirements in a concise, easy-to-digest format. • Create detailed data flow diagrams, mapping data triggers, timing, and mapping across the lifecycle. • Assist software engineers in writing Technical Requirements Documents (TRDs), ensuring that promises made during discovery are technically feasible for development. • Use tools like Postman and Swagger to validate API capabilities (GET/PUT/POST/DELETE) and ensure necessary fields and endpoints exist. • Champion maintainable MVP solutions over unnecessary complexity.