Delivery Support Lead
hace 3 días
Job OverviewAnnata operates a global support team with regional support locations in the UK, Malaysia and the US, enabling our customers and partners to be serviced 24 hours a day, 5 days a week. The global team operates as a single business unit, managed by the Head of Global Support, sharing unified processes and workloads with regional support management. The Support Delivery Lead role will work as part of the EMEA Support team, reporting to the EMEA Regional Support Manager.ResponsibilitiesDeal with standard Microsoft Dynamics F&O, CE and the Annata A365 solution support tickets for EMEA Partners and Customers that have a Service Level Agreement (SLA) with Annata for issues and bug fixes.Assist with requests and small changes aligned to the needs of our Customers and Partners as part of their continuous improvement projects.Responsible for regular update calls, monthly reporting and the delivery of continuous improvement initiatives and Microsoft/Annata service updates.Manage customer issues throughout the whole support lifecycle.Triage support tickets.Follow support processes.Complete internal acceptance testing of fixes and solutions.Project manage smaller projects (under 50 days).Provide 3rd and 4th line functional support to partners and customers, including knowledge of the Standard Dynamics functionality and Annata A365 functionality, setup & configuration, feature management and troubleshooting to establish a root cause.Ensure all support documentation is completed in line with support processes.Work to ensure SLAs are met in line with support agreements.Effectively escalation of support tickets where SLA may breach.Coordinate Microsoft Dynamics BAU releases and service updates, including planning, communication and post‑release support.Log and manage support tickets with external vendors and Microsoft, ensuring accurate tracking and timely follow‑up.Qualifications & ExperienceExtensive Microsoft Dynamics Experience: Minimum of 5 years' hands‑on experience with Microsoft Dynamics 365 Finance & Operations (F&O) or Customer Engagement (CE), ideally within a support, customer service, or service delivery environment.Issue & Escalation Management: Proven ability to manage multiple concurrent issues and customer escalations in high‑pressure situations, ensuring timely resolution while maintaining high standards of service quality.Support Tools & Systems Proficiency: Skilled in using support platforms and ticketing systems to track, manage, and report on customer support activities.Documentation & Knowledge Management: Capable of creating and maintaining support documentation, including FAQs, troubleshooting guides, and knowledge base articles to improve customer self‑service and internal efficiency.Adept at building trust and rapport with internal and external stakeholders, fostering collaborative relationships that support long‑term customer success.Experience working closely with cross‑functional teams—including product, engineering, and
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