Sr Support Engineer-Dynamics at thinkahead

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation. At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.  We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.  We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.  We are seeking a highly experienced Senior Microsoft Dynamics 365 Support Engineer to join our enterprise managed services practice. This critical role focuses on providing advanced production support, incident resolution, and proactive stability improvements for global Microsoft Dynamics 365 Finance & Operations (F&O) implementations, Dynamics 365 Customer Insights – Journeys, and Dynamic 365 Sales ACE.   The successful candidate will serve as a Tier-3 escalation resource, owning complex technical investigations and delivering permanent resolutions for high-impact production incidents across large-scale, mission-critical Dynamics 365 Finance and Operations (F&O) environments.  Primary Responsibilities • Lead diagnosis and resolution of critical (P1/P2) production incidents in Dynamics 365 Finance & Operations environments • Perform in-depth root cause analysis on complex technical issues, including performance degradation, batch processing failures, integration errors, data inconsistencies, and custom extension defects • Conduct advanced troubleshooting using X++ debugging tools, Trace Parser, SQL Server Profiler, LCS Environment Monitoring, Application Insights, and Azure diagnostics • Develop, test, and deploy hotfixes and deployable packages to production and sandbox environments via Lifecycle Services (LCS) and Azure DevOps • Optimize system performance through query tuning, index management, batch framework configuration, and application-level improvements • Collaborate with Microsoft Premier Support and Customer Support Services (CSS) on escalated cases, serving as the primary technical point of contact • Partner with functional teams, infrastructure engineers, and client IT stakeholders during major incidents and post-incident reviews • Author detailed post-mortem reports and implement preventive measures to reduce recurrence • Contribute to the development and maintenance of monitoring, alerting, and operational runbooks • Provide technical guidance and mentorship to mid-level support engineers • Participate in a structured on-call rotation with premium compensation Required Qualification • 8+ years of hands-on technical experience with Microsoft Dynamics AX and/or Dynamics 365 Finance & Operations • Advanced proficiency in X++ development, extensions framework, event handlers, and chain-of-command • Expert-level knowledge of D365 F&O architecture, metadata model, batch framework, data entities, and security configuration • Strong command of SQL Server performance tuning and query optimization in Azure SQL environments • Demonstrated experience resolving complex production incidents in large, multi-company D365 F&O deployments • Proficiency with diagnostic tools: LCS diagnostics, Trace Parser, PerfTimer, X++ profiler, and Azure monitoring services • Solid understanding of Azure integration services (Logic Apps, Service Bus, Functions, Data Factory) • Experience building and deploying solutions using Azure DevOps pipelines and ALM practices • Relevant Microsoft certifications strongly preferred (e.g., MB-500, MB-700, MB-920) • Exceptional analytical, problem-solving, and communication skills • Ability to remain calm and methodical under pressure during major incidents Preferred Experience • Prior role within a Microsoft Partner-managed services or enterprise-level support team • Background supporting global, high-transaction-volume D365 F&O implementations • Familiarity with ITIL practices and service management frameworks Why AHEAD: Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between. We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning. India Employment Benefits include:  Comprehensive health insurance coverage for employees, with options to extend coverage to dependents Paid time off and company holidays, along with additional leave benefits as per policy Flexible work arrangements, supporting work-life balance Learning and development opportunities to support continuous growth and upskilling Employee wellness initiatives and programs focused on physical and mental well-being Retirement and statutory benefits in line with India regulations Inclusive and people-first culture, with a strong focus on collaboration and ownership