Microsoft Dynamics 365_IT Support_Retail& e commerce

Role purpose

Service and operations

• Own incident, problem, change, and service request management; meet service-level, availability, and user-satisfaction targets.
• Drive service improvement, align support with business teams, and maintain disaster-recovery and business-continuity plans.
• Lead major incidents and root-cause analysis; maintain support models for stores, warehouses, and corporate users.

Systems and infrastructure support

• Manage support for Dynamics 365 ERP, retail planning, warehouse management, and related applications.
• Maintain POS, payment, inventory, supply-chain, finance, and store-system stability, including warehouse operations during peak fulfilment.
• Coordinate L3 support, upgrades, and enhancements with the central Digital team and vendors.
• Oversee store devices and infrastructure, e-commerce fulfilment technology, network connectivity, and support for openings, relocations, expansions, and rollouts.
• Provide priority support during peak sales and e-commerce events to protect order accuracy and on-time dispatch.

Team, vendors, and governance

• Lead EUC, L1, and L2 support teams across infrastructure, networks, applications, and integrations; manage escalations and develop team capability.
• Manage vendor performance, support contracts, audits, and service reviews.
• Monitor SLA compliance, MTTR, availability, and incident trends; ensure security and operational standards and prepare management reports and executive updates.

Required experience

• 15+ years of IT support and operations experience.
• 5+ years in a leadership role within retail or multi-site operations.
• Strong experience supporting Microsoft Dynamics 365 ERP.
• Experience managing IT vendors and outsourced 24/7 support services across GCC countries.
• Good understanding of retail stores, e-commerce, warehouse technology, and support operations.

Technical knowledge

• Microsoft Dynamics 365 Finance, Supply Chain, and Retail/Commerce; Microsoft 365 and Azure.
• ITSM/ITIL, retail POS, retail planning, warehouse and payment systems.
• Windows, networking, endpoint management, and infrastructure support.
• Cybersecurity platforms, endpoint protection, vulnerability management, DLP, SOC monitoring, and access management.
• Service-monitoring, reporting, ticketing, and operational-dashboard tools; backup, disaster recovery, business continuity, and technology lifecycle management.

Leadership and interpersonal skills

• Leadership, people management, coaching, mentoring, and team development.
• Stakeholder and vendor management, service orientation, communication, and presentation skills.
• Problem-solving, analytical thinking, conflict resolution, negotiation, change leadership, and continuous improvement.
• Collaboration, planning, prioritisation, and organisational skills.

Reporting line