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Unisys

Senior Engineer — Dynamics 365 Support

LocationBangalore, KA, India
Typefull-time
SenioritySenior
Experience4–8 yrs
DepartmentEngineering
Company size10,000+ people
First seenOct 7, 2026 · 4d ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
Must have31
5-8 years of experience with Dynamics 365 for Commerce, CRM, and Case Management, with a good functional understanding across modules
Investigates issues in data, workflows, and permissions beyond surface-level symptoms
Understands data dependencies across systems and how changes ripple through integrations
Identifies integration-related issues at a symptom level and scopes them for deeper investigation
Works confidently in Power Platform, including Power Apps configuration and basic Power BI validation
Mentors Associate Engineers and Engineers on platform navigation and issue triage
5-8 years of structured troubleshooting — validation, replication, and root-cause analysis — on complex, multi-system issues
Recognizes patterns across incidents to flag recurring or systemic problems
Identifies integration and dependency issues spanning Dynamics 365, Power Platform, and connected systems
Prepares high-quality, well-documented escalations to L3 / vendor engineering teams
Continues to refine and expand SOPs based on newly diagnosed issues
5+ years operating confidently as the bridge between L1 / L1.5 support and L3 / vendor engineering
Owns complex, semi-technical and technical incidents that require deep platform knowledge
Makes independent judgment calls on escalation necessity, reducing unnecessary handoffs
5+ years of hands-on ownership of the ServiceNow incident lifecycle, including quality assurance of tickets raised by junior team members
Performs correct triage, prioritization, and routing of incidents across the support model
Ensures full documentation of incidents, including reproduction steps, logs, and business impact
Communicates incident status and resolution effectively with stakeholders
3-5 years of performing validations across PROD / ACC / TEST (and additional) environments with minimal guidance
Understands basic Azure concepts and background processes relevant to Dynamics 365 hosting and integration
5+ years of creating clear, high-quality SOPs with detailed steps, screenshots, and instructions for the wider team
Updates the KB proactively based on new or recurring incidents
Uses Jira to manage and prioritize a personal and team backlog of issues and improvement tasks
5-8 years of communicating confidently with stakeholders, including OpCos and cross-functional teams, on incident status and platform issues
Manages own workload and priorities across multiple concurrent incidents
Shows clear ownership of tasks from intake through resolution
Actively supports and coaches less experienced engineers
End-to-end ownership of tickets, from intake through resolution and documentation
Visible contribution to reducing repeat incidents and improving support quality over time
ITIL Foundation (v4 or v5) required
BA/BS degree and 4-6 years relevant experience OR equivalent combination of education and experience
Nice to have8
Microsoft Dynamics 365
Azure
SAP / integration platforms
Power Automate (JavaScript)
Prompt engineering / coding
Continual improvement and awareness of market best practices for this level of vendor-delivered service support, including recommended automations and leveraging AI agents for efficiencies
ITIL Intermediate
PRINCE2 Agile / PRINCE2
Eligibility3
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws.
If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [email protected].
Skills
Dynamics 365 Commerce
Dynamics 365 CRM
Dynamics 365 Case Management
Power Platform
Power Apps
Power BI
ServiceNow
Azure
Confluence
Jira
Power Automate
JavaScript
SAP
Benefits
Equal opportunity employer
What success looks like in this role:
Role Overview: The Senior Engineer operates as an experienced escalation point within the Dynamics 365 support model, performing structured troubleshooting, pattern recognition across incidents, and preparing high-quality escalations to L3. This role takes end-to-end ownership of complex incidents, mentors junior engineers, and actively contributes to continuous improvement of SOPs, automation, and support processes.
Microsoft Dynamics 365 (Commerce / CRM / Case Management) — 5–8 Years
•
5–8 years of experience with Dynamics 365 for Commerce, CRM, and Case Management, with a good functional understanding across modules
•
Investigates issues in data, workflows, and permissions beyond surface-level symptoms
•
Understands data dependencies across systems and how changes ripple through integrations
•
Identifies integration-related issues at a symptom level and scopes them for deeper investigation
•
Works confidently in Power Platform, including Power Apps configuration and basic Power BI validation
•
Mentors Associate Engineers and Engineers on platform navigation and issue triage
Troubleshooting & Diagnostic Capability — 5–8 Years
•
Performs structured troubleshooting — validation, replication, and root-cause analysis — on complex, multi-system issues
•
Recognizes patterns across incidents to flag recurring or systemic problems
•
Identifies integration and dependency issues spanning Dynamics 365, Power Platform, and connected systems
•
Prepares high-quality, well-documented escalations to L3 / vendor engineering teams
•
Continues to refine and expand SOPs based on newly diagnosed issues
Incident Coordination / Tiered Support — 5–8 Years
•
5+ years operating confidently as the bridge between L1 / L1.5 support and L3 / vendor engineering
•
Owns complex, semi-technical and technical incidents that require deep platform knowledge
•
Makes independent judgment calls on escalation necessity, reducing unnecessary handoffs
ServiceNow & Incident Management — 5–8 Years
•
Performs correct triage, prioritization, and routing of incidents across the support model
•
Ensures full documentation of incidents, including reproduction steps, logs, and business impact
•
Communicates incident status and resolution effectively with stakeholders
•
5+ years of hands-on ownership of the ServiceNow incident lifecycle, including quality assurance of tickets raised by junior team members
Cloud & Environment Awareness (Azure) — 3–5 Years
•
Performs validations across PROD / ACC / TEST (and additional) environments with minimal guidance
•
Understands basic Azure concepts and background processes relevant to Dynamics 365 hosting and integration
Knowledge Management (Confluence & Jira) — 5+ Years
•
Creates clear, high-quality SOPs with detailed steps, screenshots, and instructions for the wider team
•
Updates the KB proactively based on new or recurring incidents
•
Uses Jira to manage and prioritize a personal and team backlog of issues and improvement tasks
Soft Skills & Ways of Working — 5–8 Years
•
Communicates confidently with stakeholders, including OpCos and cross-functional teams, on incident status and platform issues
•
Manages own workload and priorities across multiple concurrent incidents
•
Shows clear ownership of tasks from intake through resolution
•
Actively supports and coaches less experienced engineers
Ownership & Impact — 5–8 Years
Responsibilities
•
End-to-end ownership of tickets, from intake through resolution and documentation
•
Visible contribution to reducing repeat incidents and improving support quality over time
Certifications & Training
•
ITIL Foundation (v4 or v5) required
Nice to Have
Technical Breadth
•
Microsoft Dynamics 365
•
Azure
•
SAP / integration platforms
Automation & Continuous Improvement
•
Power Automate (JavaScript)
•
Prompt engineering / coding
•
Continual improvement and awareness of market best practices for this level of vendor-delivered service support, including recommended automations and leveraging AI agents for efficiencies
Certifications
•
ITIL Intermediate
•
PRINCE2 Agile / PRINCE2
You will be successful in this role if you have:
BA/BS degree and 4-6 years’ relevant experience OR equivalent combination of education and experience
Legal
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.
If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [email protected]. US job seekers can find more information about Unisys’ EEO commitment here.
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