Leads a global D365 CE/FNO technical support function, managing 10+ support engineers across rotational shifts. Owns SLA performance, escalations, production outages, root-cause analysis, support metrics, runbooks, and knowledge management. Oversees short-term bug-fix and enhancement initiatives, runs Scrum ceremonies, and supports team development. Requires strong D365 sales, O2C/P2P, SQL, troubleshooting, monitoring, and ITSM expertise, along with extensive IT and people-management experience.

Manage and grow strategic BFSI and public sector accounts across the North and West regions. Build senior stakeholder relationships, develop account strategies, drive revenue and gross margin, identify expansion opportunities, manage forecasts, position solutions with OEM partners, and coordinate internal delivery teams. The role also involves C-suite engagement, project oversight, mentoring junior staff, and travel across assigned regions.