REF45926K-Assistant Manager - WTS, 3 - 5 years - CRM L2 Support - MS Dynamics 365 - Mumbai (WFO)

Company Description

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Job Description

'• L2 Support Specialist will play a crucial role in providing advanced technical support and expertise, handle escalated issues, perform in-depth troubleshooting, and collaborate closely with other support tiers and technical teams to ensure timely resolution of complex problems• Investigate and resolve escalated technical issues related to Microsoft Dynamics 365 modules, including CRM, Finance, Supply Chain Management, Sales, and Customer Service• Serve as a point of escalation for unresolved issues from the first-level support team.• Collaborate with peers, senior support personnel, and development teams to address complex technical challenges and ensure timely resolution within established SLAs• Develop and maintain an in-depth understanding of Dynamics 365 applications, architecture, and integration points.• Stay updated on the latest product updates, patches, and best practices to provide accurate guidance and support to end-users and colleagues• Conduct thorough analysis of recurring issues, system errors, and performance bottlenecks to identify underlying patterns and trends• Contribute to the creation and enhancement of technical documentation, troubleshooting guides, and knowledge base articles.• Share expertise and best practices with the support team to improve overall competency and efficiency.• Foster strong working relationships with cross-functional teams, including development, infrastructure, and business units, to facilitate effective communication and problem resolution.• Participate in regular meetings and discussions to share insights, coordinate activities, and drive continuous improvement initiatives• Ensure that all changes adhere to established change management processes and compliance requirements• Provide ongoing support and guidance to users on complex system configurations and customizations'

Qualifications

• Graduate in Computer Science, Information Technology, or a related field with 2-to-3-year Experience of functional knowledge in Microsoft DynamicsCRM or any other CRM• Demonstrated experience in troubleshooting complex technical issues and collaborating with cross-functional teams to deliver solutions.• Excellent communication and problem-solving skill• Proficiency in documenting support activities and maintaining accurate records