Job Description

Job Description: Senior Microsoft Dynamics 365 / Business Central Consultant (Managed Services Lead)

Position: Senior Dynamics 365 / Business Central Managed Services Consultant

Engagement Model: Full-time / Dedicated Offshore Delivery (Direct Client-Facing)

Location: Remote (India / Offshore)

Shift / Coverage: Alignment with US Eastern Time (EST) business hours / on-call rotation

Role Overview

We are seeking an experienced, client-facing Dynamics 365 / Business Central Senior Consultant to lead and deliver L2/L3 support and managed services for North American enterprise clients.

In this role, you will be the primary technical and operational contact for client systems—managing critical incidents, handling day-to-day tickets, differentiating between support vs. scoped enhancement projects, and ensuring high customer satisfaction under strict SLAs.

Key Responsibilities

1. Managed Services & Incident Management

Monitor, triage, and resolve L2/L3 support requests across Microsoft Dynamics 365 Business Central and related ERP modules.

Own the Critical Incident Management workflow: lead incident response according to defined severity matrix (Sev 1 / Sev 2), drive rapid root-cause analysis (RCA), and escalate effectively under strict SLA response/resolution targets.

Coordinate ticket lifecycle management within client-provided ITSM platforms (e.g., ServiceNow, Jira Service Management, Zendesk, Azure DevOps).

Assist in client onboarding, including ticket history migration/import from legacy systems and establishing knowledge base documentation.

2. Technical & Functional Delivery

Provide hands-on functional and technical configuration, troubleshooting, and extension development in Dynamics 365 Business Central (AL language, API integrations, Power Platform connectors).

Evaluate incoming client requests to clearly distinguish between Managed Services scope (routine support/maintenance) and Project Work (customizations, major integrations, migrations, and new feature rollouts).

Partner with client leadership to scope, estimate, and document statements of work (SOW) for project-based initiatives.

3. Client Communication & Relationship Management

Act as the direct offshore liaison with US executive stakeholders and end users.

Lead regular cadence meetings, operational reviews, and incident post-mortems with clarity, empathy, and consultative demeanor.

Maintain clear written communication, status reports, and ticket documentation.

Requirements & Qualifications

Core Experience & Technical Skills

Total Experience: 5+ years of hands-on experience implementing and supporting Microsoft Dynamics ERP systems.

Specialized Experience: Minimum 3+ years dedicated to Microsoft Dynamics 365 Business Central (Cloud/SaaS).

Development & Architecture: Strong knowledge of AL programming, Business Central modern development environments, extensions, Web Services/APIs, and telemetry.

Integrations & Ecosystem: Solid working knowledge of the Power Platform (Power Automate, Power Apps, Power BI), Azure integrations, and standard third-party add-ons.

ITIL / Support Frameworks: Familiarity with ITIL best practices (Incident, Problem, Change Management) and SLA tracking.

Communication & Soft Skills (Strict Requirement)

Exceptional English Proficiency: Flawless verbal and written business English with clear neutral articulation and strong active-listening skills, capable of smoothly communicating with North American clients.

Ability to de-escalate sensitive customer situations and clearly communicate complex technical issues to non-technical business users.

Certifications (Preferred)

Microsoft Certified: Dynamics 365 Business Central Functional Consultant Associate (MB-800)

Microsoft Certified: Power Platform Fundamentals / App Maker (PL-900 / PL-100)

ITIL Foundation Certification is an added advantage.