Application Management Support Leader

To lead and provide high quality operational and technical application and systems support to customers and internal business functions. OSC/AMS lead will make sure that all questions are answered and that everybody has a common understanding.
Accountabilities:
Application Support:
Interact & maintain good working relationships with customer, Key stack holders, internal teams and external 3rd party vendors to trouble shoot and resolve complex problems.
Understanding the high-level roadmap and the “big picture” of what is going on at the client’s side and communicating it with offshore team and
Working as the first-level escalation point for problems related to the offshore team.
Strong customer service and support focus with a desire to deliver a high-quality service.
Self-motivated and highly professional with ability to lead and take ownership and responsibility.
Ability to multi-task, work under pressure and to tight deadlines.
A desire to learn and improve skills and knowledge, fast learner, energetic and enthusiastic, Adaptable and flexible to business demands. Positive ‘can-do’ attitude.
Experience leading technical support teams with 6+ years’ experience in an hands-on application support lead role .Extensive problem solving and debugging skills is must for this role.
Experience with supporting AX and CRM applications and an understanding of web technology.
CRM Certification will be helpful for this role.

Knowledge & Key Skills:
Functional Skills and Experiences:
Experience leading technical support teams
6+ years’ experience in an hands-on application support lead/manager role
Extensive problem solving and debugging skills
Ability to independently apply production upgrades and support the products and technologies
Experience in providing services to agreed SLA’s and OLA’s
Experienced in Problem and Incident Management
Excellent interpersonal and communication skills
Flexible in working outside of core business hours at short notice.

Technical Skills and Experiences:
Experience with supporting multi-tier infrastructures
Experience in supporting and administering AX & CRM technology
Experience with supporting AX 2012 and CRM applications and an understanding of web technology