D365 L2 Support Engineer

JOB PURPOSE

Provide Level 2 functional and technical support for Microsoft Dynamics 365 Commerce and Finance & Operations applications supporting retail stores, warehouses, e-commerce fulfilment, supply chain, merchandising, procurement, inventory, and finance operations.
The role is responsible for analysing and resolving application incidents, monitoring critical integrations and batch processes, supporting POS and Commerce operations, performing root-cause analysis, and coordinating with business teams, vendors, and L3 development teams. The objective is to ensure application availability, data accuracy, timely transaction processing, and minimal disruption to business operations.

JOB DESCRIPTIONKey Responsibilities
Application Support & Service Management

• Provide L2 support for Microsoft Dynamics 365 Commerce and Finance & Operations modules.
• Investigate, diagnose, and resolve application incidents and service requests escalated by L1 support and business users.
• Log, categorise, prioritise, update, and close incidents in accordance with ITSM processes and agreed SLAs.
• Assess the business impact of incidents and prioritise issues affecting store trading, warehouse operations, order fulfilment, inventory, procurement, and finance.
• scalate product defects and complex technical issues to Digital, implementation partners, or L3 development teams.
• Support D365 Commerce Headquarters, Commerce Scale Unit, Store Commerce/POS, e-commerce, and related retail components.
• Monitor and troubleshoot Commerce Data Exchange and distribution schedules between headquarters, Commerce Scale Unit, channels, and stores
• Investigate failed, delayed, duplicate, or missing retail transactions and coordinate corrective actions.
• Provide L2 functional support for general ledger, accounts payable, accounts receivable, cash and bank management, fixed assets, budgeting, and financial reporting.
• Troubleshoot issues involving journals, invoices, payments, settlements, bank reconciliation, posting profiles, financial dimensions, and accounting distributions
• Support month-end and year-end closing activities, including priority incident resolution and batch monitoring.
• Provide L2 support for product information management, procurement and sourcing, inventory management, sales order processing, and warehouse management.
• Support warehouse processes including inbound receiving, put-away, replenishment, cycle counting, picking, packing, loading, and dispatch.
• Participate in major-incident management, root-cause analysis, and corrective-action tracking.

Monitoring, Integration, Administration & Security Support

• Monitor critical D365 batch jobs, recurring processes, workflows, integrations, data entities, and scheduled interfaces.
• Investigate batch failures, performance delays, deadlocks, workflow errors, and data-processing exceptions.
• Coordinate with integration, infrastructure, database, security, and third-party vendor teams to resolve cross-system incidents.
• Coordinate deployment validation across development, test, UAT, production, Commerce Scale Unit, and store environments.
• Support user-access requests, role assignments, segregation-of-duties reviews, and workflow configurations in coordination with security teams.
• Support internal and external audits by providing configuration details, system logs, access information, and transaction evidence

Knowledge Management, Stakeholder & Vendor Management

• Create and maintain incident-resolution guides, standard operating procedures, troubleshooting documents, known-error records, and knowledge articles.
• Document application configurations, dependencies, integrations, batch schedules, and escalation paths.Maintain accurate IT asset records, including allocation, location, serial number, warranty, ownership, and lifecycle status
• Work closely with retail operations, e-commerce, warehouse, supply chain, merchandising, procurement, planning, and finance teams
• Coordinate with Microsoft, implementation partners, payment providers, and third-party application vendors
• Support business users across GCC countries and coordinate support across different operating hours and time zones

Reporting & Performance Management

• Monitor SLA compliance, ticket ageing, MTTR, first-time resolution, incident backlog, repeat incidents, and customer satisfaction.
• Report on critical batch failures, interface exceptions, system availability, recurring defects, and business-impacting issues.
• Identify incident trends and recommend corrective, preventive, or automated solutions.
• Report to the IT Support Manager and work closely with Landmark Digital application, integration, infrastructure, and service-management teams.

KNOWLEDGE & EXPERIENCERequired Experience

• 58 years of ERP/application-support experience, including at least 3 years supporting Microsoft Dynamics 365 Finance & Operations or Dynamics AX.
• Hands-on support experience in Microsoft Dynamics 365 Commerce/Retail and at least one Finance or Supply Chain module.
• Experience supporting retail stores, warehouses, e-commerce operations, or multi-site businesses.
• Strong understanding of end-to-end retail processes, including product setup, pricing, promotions, POS sales, returns, inventory, fulfilment, and financial posting.
• Experience investigating complex incidents, performing root-cause analysis, and coordinating resolution with L3 teams and vendors.

Functional & Technical Skills

• D365 Commerce Headquarters, Commerce Scale Unit, Store Commerce/POS, and Commerce Data Exchange.
• Retail pricing, promotions, discounts, assortments, catalogues, loyalty, payments, shifts, statements, and channel configuration.
• D365 Finance modules including general ledger, accounts payable, accounts receivable, cash and bank management, fixed assets, and financial dimensions.
• D365 Supply Chain modules including product information management, procurement, sales, inventory, and warehouse management.
• Microsoft Dynamics 365 Lifecycle Services and environment-management concepts.
• D365 batch jobs, workflows, data management framework, data entities, and dual-write/integration concepts.
• Working knowledge of SQL Server database, Microsoft Azure services, Power Platform & Power Automate.
• Basic understanding of REST APIs, JSON, XML, file-based integrations, and middleware platforms
• Familiarity with Power BI, monitoring dashboards, service-management tools, and reporting solutions.

Certifications Preferred

• Microsoft Certified: Dynamics 365 Commerce Functional Consultant Associate.
• Microsoft Certified: Dynamics 365 Finance Functional Consultant Associate.
• Microsoft Certified: Dynamics 365 Supply Chain Management Functional Consultant Associate.
• Microsoft Certified: Power Platform Fundamentals or Azure Fundamentals.
• ITIL Foundation certification.

Essential Soft Skills

• Strong analytical, troubleshooting, and problem-solving ability.
• Ability to understand business processes and translate them into application-support actions.
• Strong ownership and accountability for incidents through to resolution.
• Clear verbal and written communication with technical and non-technical stakeholders.
• Customer-first mindset with a strong service orientation.
• Ability to remain calm and structured during critical incidents and peak business periods.
• Strong collaboration with business teams, L1 support, EUC, infrastructure, integration, security, vendors, and developers.
• Attention to detail in troubleshooting, testing, reconciliation, and documentation.
• Strong stakeholder-management and vendor-coordination skills.