Dynamics 365 Operations Engineer

About the Company

Link Development is a global leader in technology solutions, delivering digital transformation initiatives for both private and public sector organizations. With a robust portfolio that spans cloud computing, analytics, mobility, smart services, Dynamics 365 CRM, Copilot, infrastructure, IoT, and intelligent services, the company boasts over 28 years of industry experience. Employing more than 900 specialists, Link Development has achieved thousands of successful projects across various industries such as government, telecommunications, healthcare, finance, real estate, and education. It collaborates with top technology partners including Microsoft, AWS, Liferay, Sitecore, and RedHat, operating offices in over 24 countries including the UAE, Egypt, Saudi Arabia, Bahrain, and the USA.

Key Duties and Responsibilities

• Implement, configure, and manage Microsoft Dynamics 365 Customer Engagement (CRM) on-premises environments efficiently.
• Oversee daily support operations including incident handling, service requests, and problem resolution.
• Effectively troubleshoot application, infrastructure, and integration issues to reduce downtime.
• Utilize monitoring tools to assess system health, capacity, availability, and performance.
• Conduct root cause analysis and apply corrective and preventive measures appropriately.
• Administer user accounts, security roles, teams, and business unit settings within Dynamics 365.
• Support integrations with external systems, APIs, and middleware platforms linked to Dynamics 365.
• Collaborate with development, database, infrastructure, security, and network teams to tackle complex technical issues.
• Participate actively in system upgrades, patching cycles, environment refreshes, and release management.
• Maintain detailed technical documentation, operational procedures, and knowledge base resources.
• Ensure backup, recovery, and disaster recovery processes are in place and tested regularly.
• Adhere to change management protocols and ITIL-based operational procedures.
• Assist in initiatives that promote high availability and business continuity.
• Execute health checks and recommend platform optimizations to enhance performance.
• Manage SSL certificate tasks including renewal and troubleshooting efforts.
• Help with security hardening and vulnerability mitigation exercises.
• Provide expert technical support during production deployments and go-live events.
• Lead technical dialogues involving customers, vendors, and internal stakeholders.

Technical Expertise Required

• Proficient in Dynamics 365 Customer Engagement administration and configuration, knowledge of workflows and Power Platform.
• Experienced with CRM integrations and web services implementation.
• Strong grasp of Dynamics 365 troubleshooting and support processes.
• Skilled in Windows Server administration including Active Directory Domain Services, Group Policy, DNS, DHCP, IIS Web Server, and versions 2016 through 2022.
• Knowledge of failover clustering, Remote Desktop Services, PowerShell automation, performance monitoring, and security hardening for Windows Servers.
• Understanding of network fundamentals such as TCP/IP, DNS, DHCP, routing, switching, HTTP/HTTPS, SSL/TLS, firewalls, load balancers, packet analysis, VPN, and remote connectivity.
• Familiarity with security concepts including authentication, authorization, Active Directory security, IAM, MFA, certificate management, vulnerability assessment, and security monitoring.
• Experience with storage, backup, disaster recovery, high availability, capacity planning, and storage management.

Soft Skills and Personal Attributes

• Excellent communication and stakeholder management capabilities.
• Strong analytical and problem-solving skills.
• Ability to collaborate effectively across diverse teams.
• Orientation towards customer satisfaction.
• Competent in maintaining meticulous documentation and reporting.
• Skilled at managing multiple tasks efficiently in a live production setting.

Preferred Qualifications

• Prior experience working with Microsoft Dynamics 365 Customer Engagement.
• Microsoft Certified Solutions Expert (MCSE) or similar infrastructure certification.
• Familiarity with ITIL Foundation principles.
• Experience utilizing monitoring and ticketing software tools.
• Proficiency in PowerShell scripting.