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Position : Microsoft Dynamics AX Service Delivery Manager(SDM)
Location : Houston, TX
Experience : 10+ year
Job Description:
10 + Years' experience with at least 4+ years of overall professional experience in managing Application Service Delivery particularly for Microsoft Dynamics AX
Technical/Functional Skills :
Necessary Skills (Must Have):
Managed Services (Support) for Application on Microsoft Dynamics AX.
Experience and knowledge of Microsoft Dynamics
Experience in managing support for Microsoft Dynamics with respect following
• Triaging of Incidents (P1 / P2 / P3 / P4)
• Maintaining Microsoft Dynamics AX environment (Upgrade, Refresh, Release)
• Generation of Knowledge based Article
• Knowledge of Analyzing ticket on periodic intervals & providing action items for improvement
• Working out improvements strategies with customer based on their working, process followed, environment used etc.
• Identification of Knowledge gap & suggesting training to users
• Coordination with Customer for all activities
• Managing of Enhancement & keeping track
• Managing customer audit requirements
• Managing Documentation for Support
• Managing SLA & penalty clauses
• Reporting of Status along with SLA
• Working with In-house quality team & ensuring quality parameters to be maintained
• Monitoring of Database & Application environments
• Knowledge of Sure Step Methodology for managing MS Dynamics product implementation.
• Managing 3rd Party Application support provider for the incidents related to 3rd Party Application & its related interfaces & get it resolved within specified SLA's
High Level Responsibilities:
• Manage Customer expectation
• Managing Governance of the Support team structure
• Managing all responses to incidents (P1 / P2 / P3 / P4)
• Serve as the TCS point-of-contact for the engagement for application
• Manage compliance with contract / statement of work
• Manage Customer interactions with Business and IT stakeholders
• Create and execute the Communications Plan for the implementation program
• Prepare improvement plan & execute them
• Maintaining documentation as per customers standards
• Establish and report on SLA's and Metrics
• Manage Program Deliverables & deliverable quality
• Manage both Program level and escalated Issues & Risks
• Guidance and mentoring of the team
• Taking part in all the review meetings
• Participate and contribute to Continuous Improvement
• Take care of Minor Enhancement
• Managing and coordinating Change Request
• Responsible for quality of deliverable & improvement
• Provide reports for Managed Services for reviews meetings
• Participate in Steering meeting
• Coordinate with Onsite & Offshore team with their respective time zone.
Generic Managerial Skills
• Resource management – Positioning, Mentoring, Training, Appraising
• Reporting to offshore & onsite
• Manage Project Profitability & margins
• Account mining
• Coordination with other stakeholders
• Multi-reporting capabilities
• People / Team Management
Rohit Sharma
Technical Recruiter
Nityo Infotech Corp.
Desk : 609-853-0818 X 2161
Fax : 609 799 5746
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