Assistant Manager/Manager | Information Technology | Digital Applications

Job Summary

Manage first-line and escalation support for Microsoft Dynamics 365 applications at Deloitte. Oversee ticket management, issue resolution, user access governance, and code deployment reviews while developing team capabilities and maintaining service level agreements.

Responsibilities

• Provide first-line support for D365 application including intake and ticket management in ServiceNow, request logging, triage, and user communication
• Validate user tickets and issues to ensure completeness, confirm severity, and resolve first-level problems
• Escalate ServiceNow tickets to Deloitte India D365 support team via Azure DevOps when second-level investigation is required
• Monitor and govern D365 tickets to ensure resolution within SLAs and priority levels
• Identify recurring issues and business context to improve application quality and user experience
• Review and approve releases and code deployments via Azure DevOps
• Conduct periodic reviews of user access and license utilization
• Engage with Deloitte Finance teams and extended organization to expedite issue resolution

Requirements

• Bachelor’s or Master’s degree (B.E., B.Tech., MCA) or equivalent
• 8 years of experience in application development and support
• Expertise with Microsoft Dynamics 365 (D365) including Finance & Operations, Project Management, Time & Expense Management, and Payroll processing modules
• Good knowledge of Azure DevOps including code deployment, branching, pipelining, and deployment request review and approval
• Working experience with D365 reports, integrations, and APIs
• Working experience with D365 user access and license requirements
• Excellent analytical and troubleshooting skills to diagnose application issues
• Effective communication and customer service skills with multiple teams and impatient users
• Working experience with Microsoft GP (Great Plains) is an advantage
• Upskilling capability for existing resources

We refresh listings regularly, but some roles close early on the source platform.