Director Of Engineer

CRM Application Support Engineer

1. Position Summary

We are looking for a skilled CRM Application Support Engineer to provide L1/L2 application support and assist with enhancements across our enterprise CRM ecosystem comprising Microsoft Dynamics 365, Azure cloud services, Sitefinity CMS, and IVR/Chat platforms. The role involves handling day-to-day user tickets, monitoring system health, executing routine maintenance tasks, and supporting the Senior Specialist in delivering change requests and platform improvements.

This role supports Australia-based operations during extended business hours (0800–2000 AEST, Monday through Friday) on a rotational basis with the Senior Specialist, with weekend on-call availability for critical incidents.

2. Key Responsibilities

A. Microsoft Dynamics 365 (D365) Support

• Handle L1/L2 user issues and tickets on D365, performing initial diagnosis, troubleshooting, and resolution within SLA timelines.
• Assist in implementing enhancement requests and change requests under the guidance of the Senior Specialist.
• Monitor Power BI report health and escalate data discrepancies or report failures for resolution.
• Troubleshoot basic Unified Service Desk (USD) user issues and configuration queries.
• Log and track support tickets with Microsoft for product-level issues, following up to ensure timely resolution.
• Execute sample data migration tasks for UAT testing under defined procedures and quality checklists.
• Support quarterly Data Quality Analysis by running data extraction scripts, compiling reports, and flagging anomalies.
• Monitor scheduled jobs (workflows, batch processes) and take corrective action or escalate failures as per runbook procedures.
• Assist in POC development and survey configuration activities within D365.

B. Azure Portal Support

• Monitor Azure Web Jobs for execution status and troubleshoot failures using logs and diagnostics.
• Support API and Logic Apps operations by monitoring execution history, identifying errors, and implementing fixes for known issues.
• Execute routine SQL Database maintenance tasks including backup verification, index rebuilds, and basic query troubleshooting.
• Monitor Azure App Service health metrics, restart services when needed, and escalate persistent issues.
• Assist in preparing resource consumption reports and validating Azure billing data.
• Log support requests with Microsoft Azure support and provide required diagnostic information.

C. Sitefinity CMS & Portal Support

• Provide first-line support for Sitefinity portal issues including chat functionality, content display, and user access problems.
• Assist with CRM portal connector licensing renewals and re-synchronization processes.
• Implement minor Sitefinity admin configuration changes as directed (user roles, content updates, widget configurations).
• Coordinate with Sitefinity vendor support for bug reports and product issue escalation.
• Perform routine Sitefinity database checks and maintenance tasks.

D. IVR & Chat Support

• Provide first-line troubleshooting for IVR issues impacting CRM integrations and customer-facing call flows.
• Assist in implementing CRs and enhancements to IVR/Chat configurations as they relate to CRM workflows.
• Coordinate with the Live-Assist support team on issue escalation, providing detailed diagnostic information.

E. Change Request Support

• Support the delivery of Change Requests (CRs) by executing assigned development, testing, and deployment tasks.
• Maintain accurate time logs and effort tracking for CR work within the engagement model.
• Assist in preparing CR documentation including technical design notes, test cases, and deployment checklists.

F. Operational Duties

• Provide rotational shift coverage within the 0800–2000 AEST operational window.
• Maintain and update technical documentation including runbooks, known-issue databases, and resolution logs.
• Participate in knowledge transfer sessions and cross-training activities to ensure team redundancy.
• Contribute to weekly/monthly operational reporting on ticket volumes, resolution metrics, and system health.

3. Required Qualifications & Skills

Education

• Bachelor’s degree in Computer Science, Information Technology, or equivalent.

Technical Skills

• 2–5 years of experience in Microsoft Dynamics 365 CRM support including entity customization, workflows, business rules, and basic plugin troubleshooting.
• Familiarity with Azure Portal services including Web Jobs, Logic Apps, App Services, and Azure SQL Database.
• Basic to intermediate Power BI skills for report monitoring and troubleshooting.
• Working knowledge of SQL for writing queries, analyzing data, and basic performance troubleshooting.
• Exposure to Sitefinity CMS or similar content management systems.
• Basic understanding of IVR and chat platforms and their integration with CRM systems.
• Experience with ITSM tools (ServiceNow, Jira, or similar) for ticket logging and tracking.
• Understanding of ITIL concepts for incident and problem management.

Soft Skills

• Strong attention to detail and systematic approach to issue diagnosis and resolution.
• Good written and verbal communication skills for ticket documentation and client interactions.
• Ability to work in a shift-based model and manage priorities across multiple technology domains.
• Team player with a willingness to learn, take ownership, and support senior team members.
• Proactive in identifying recurring issues and suggesting preventive measures.

4. Preferred Qualifications

• Microsoft Certified: Power Platform Fundamentals (PL-900) or Dynamics 365 Fundamentals (MB-910).
• Microsoft Certified: Azure Fundamentals (AZ-900).
• ITIL v4 Foundation certification.
• Prior experience in application support for clients in the APAC or Australian time zone.
• Familiarity with DevOps tools and CI/CD pipelines for CRM deployments.

5. Key Performance Indicators (KPIs)

• First-call resolution rate and adherence to L1/L2 ticket SLAs.
• Accuracy and timeliness of ticket documentation and escalation.
• Reliability of monitoring activities (scheduled jobs, Azure services, portal health).
• Quality of support provided for CR delivery tasks.
• Client feedback and responsiveness scores.
• Effective utilization within the monthly engagement framework.

Company Name: TechWize (A Business unit of Mangalam Information Technologies Pvt Ltd.)

Our Accreditations -

• 25 years of industry presence
• Salesforce Partner
• ISO 27001:2019 certified
• Great Place to Work certified
• HIPAA Compliant
• SOC2 Compliant
• NASSCOM Member

Our EVP (Employee Value proposition)

• We are a Great place to work certified company.
• 30 Earned Leaves during calendar Year
• Career progression and continuous Learning & Development (Technical, Soft skills, Communication, Leadership)
• Performance bonus & Loyalty Bonus Benefits
• 5 Days working
• Rewards and Recognition programs
• Standard Salary as per market norms
• Equal career opportunities, No discrimination
• Magnificent & Dynamic Culture
• Festival celebrations & fun events

Explore more : https://techwize.com/, https://mangalaminfotech.com/

Position: BDE / Sr. BDE

Job location: Ahmedabad

Experience: 1-5 Years

Job Description:

We are looking for Passionate, Ambitious and Result Oriented Business Developments Professionals. They should be self-driven, Result oriented having ‘Founders Mentality’. We are strengthening Business Development team for IT Services which is focused on CRM i.e. Salesforce, Zoho, HubSpot, etc., Web development and other IT development work for the global clients. Candidate should have insight of IT outsourcing business for the overseas B2B and B2C clients in one or more technologies.

• Ability to develop good relationships with current and potential clients
• Excellent leadership and communication skills
• Experience in project management and/or sales
• Knowledge of productivity tools and software
• High attention to detail and a focus on fact-based decision making

Responsibilities:

• Researching organizations and individuals to identify new leads and potential new markets
• Use tools like LinkedIn Sales Navigator and other Data Mining techniques
• Build and nurture contacts with potential clients
• Communicate with the potential leads through calls, emails, LinkedIn and other media
• Support in writing new business proposals and basic content writing required for marketing material and website enhancement
• Write relevant post in LinkedIn, blogs, company websites which draws the attention of the clients
• Maintain knowledge of all product and service offerings of the company
• Arrange meetings for senior management with prospective clients
• Bidding through portals like Upwork, Freelancer, PPH, etc.
• Participate in the client calls with Solution team during client’s time zone
• Creating sales collateral, proposals and marketing material
• Ability to understand IT technologies, requirement gathering & interacting with IT development team for the execution

Responsibilities

• Plan, develop and implement large-scale projects from conception to completion.
• Interface with clients and gather business requirements and objectives.
• Translate clients’ business requirements and objectives into technical applications and solutions.
• Understand and evaluate complex data models.
• Design, develop and implement new integration.
• Execute system development and maintenance activities.
• Develop solutions to improvise performance and scalability of systems.
• Mentor junior and mid-level engineers.

Minimum Requirements

• 3-5 years of relevant experience, working in Java related technologies.
• A Good Engineering or Masters degree from a reputed university
• Should have strong technical skills with a good grasp of OO concepts and design patterns

• Good knowledge of SQL database ( MySQL, Oracle, etc )
• Good understanding of frameworks like Spring, Hibernate, etc.
• Good understanding of spring boot and microservices.
• Exposure to AWS services - S3, SQS, Lambda, DynamoDB, API Gateway, etc.

Good to have

• Knowledge of No-SQL DBs like mongo, dynamoDB, etc.
• Knowledge of message brokers/queuing services like SQL, rabbitMQ, Kafka, etc.

We are looking for an ideal candidate who will lead our marketing activities. The mission of an Assistant SEO (Search Engine Optimization) Manager is to maximize the volume of inbound organic traffic from search engines to our business websites. This will be accomplished through a combination of on-page and off-page techniques, including link-building, social media strategy, viral marketing, metadata sculpting, site speed optimization, content strategy, information architecture, and more.

As Assistant Manager, you are responsible to lead the marketing team and suggest them the best marketing techniques for social media and other digital media campaigns. You should grab the attention of customers and market the products and services.

If you have the ability to utilize the organizational resources optimally for the business promotion activities, we would like to meet you.

Roles and Responsibilities:

• Reviewing and analyzing websites for areas that can be improved and optimized
• Preparing detailed strategy reports and Marketing Plans
• Identifying powerful keywords to drive the most valuable traffic
• Writing powerful calls to action to convert visitors
• Filling websites and other content with effective keywords
• Developing link-building strategies;
• Ensure that the website, promotional material, and marketing campaign strategy are updated regularly.
• Analyzing keywords and SEO techniques used by competitors
• Keeping updated on both white hat and black hat SEO strategies to avoid staying within search engine guidelines
• Build and execute social media strategy through competitive research, platform determination, benchmarking, and messaging and audience identification
• Develop, implement and manage the marketing strategy
• Designing and measuring the success of every marketing campaign.
• Stay up to date with the latest marketing practices and technologies.
• Collaborate with the Marketing, Sales and Product Development team Communicate with industry professionals and influencers via social media to create a strong network.
• Create content marketing campaigns to drive leads and subscribers Use SEO best practices to generate traffic to our site
• Keyword research for the Addition of service based webpages on the website
• Ensure uploading of webpages on the Website through the SEO team.
• Perform Lead analysis daily to closely work for the end user needs from the website and to create campaigns accordingly.
• Experience in Email Marketing tools like Mailchimp
• Ability to plan Email calendars and schedule emails as per the plan.
• Guide the designing and content team for Email design and content along with other design and content-based changes needed on the website.
• Manage the ORM of the brand and work on creating a positive image of the Brand online along with mitigating the negative reviews.
• Closely coordinate with cross-functional teams to keep the website updated.

Job requirements and qualifications:

• Demonstrated SEO experience of at least 8-10 years.
• Strategic Understanding of Social Media and its usage in Marketing
• Experience with Google's Keyword Tool
• The ability to work with back-end SEO elements such as .htaccess, robots.txt, metadata, site speed optimization, and related skills
• Proven success in link-building and viral strategies
• The ability to deploy an effective local and long-tail search strategy
• Experience in building inbound organic search traffic and improving SERPs
• Expertise in Google Analytics, Google Search Console, SEMRush, Ahref’s
• Ability to make SEO proposals
• Ability to perform SEO Audit

Desired Candidate Profile