Senior Group Manager - WTS_REF55052R_202499198_C2-CRM Lead

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

'• As a CRM Level 4 (L4) Support Specialist, you will be responsible for providing advanced technical support and troubleshooting expertise for our Customer Relationship Management (CRM) system, with a focus on Microsoft Dynamics 365 applications. • You will work closely with internal teams, vendors, and customers to diagnose and resolve intricate technical challenges, ensuring the stability, performance, and optimal functioning of Dynamics 365 environments.• Provide advanced technical support and troubleshooting for the CRM platform, addressing complex issues and ensuring timely resolution.• Investigate and diagnose escalated technical issues related to CRM functionality, integrations, and performance.• Serve as the primary point of contact for L4 support escalations, ensuring proper prioritization and resolution of CRM-related incidents.• Act as a point of escalation for unresolved issues from L1, L2, and L3 support teams.• Collaborate with internal teams, including developers, system administrators, and business analysts, to resolve technical issues and implement effective solutions.• Utilize advanced diagnostic tools, methodologies, and scripting techniques to identify root causes and implement effective solutions in a timely manner.• Monitor and manage the CRM support queue, triaging incoming tickets, and resolving issues within established service level agreements (SLAs).• Document all support activities, including troubleshooting steps, resolutions, and workarounds, in the incident tracking system.• Conduct comprehensive analysis of recurring incidents, service outages, and system failures to identify underlying patterns and trends.• Identify recurring technical issues and root causes, and work with relevant teams to implement permanent fixes and process improvements.• Propose and implement preventive measures, proactive monitoring solutions, and long-term optimizations to enhance system reliability and resilience.• Drive initiatives to enhance service delivery, reduce response times, and increase customer satisfaction.• Proactively identify opportunities for process improvements, automation, and optimization in support workflows, tools, and methodologies.• Develop and maintain technical documentation, troubleshooting guides, best practices, and knowledge base articles.• Conduct training sessions and workshops for end users, administrators, and technical stakeholders on complex system configurations, customizations, and integrations.• Share expertise and insights with the support team through training sessions, workshops, and mentoring activities to enhance overall competency and efficiency.• Identify product issues on Microsoft Dynamics and liaise with the MS Dynamics product support team for issue resolution, patch deployments, and platform upgrades.'

Qualifications

Ms Dynamic CRM. Knowledge in JIRA and Fresh Sevice. Skills with Ms Power platform and integration.