• Provide day-to-day operational support for Microsoft D365 Finance & Operations, including provisioning and termination of system access and roles. • Respond to and resolve production incidents (performance, access, data accuracy, and system issues) using a structured, methodical troubleshooting approach. • Ensure incident, request, and defect tickets are managed and resolved within defined SLA targets, maintaining high standards of quality and customer satisfaction. • Actively manage and report on the operational backlog, providing key performance indicators aligned to service level commitments. • Conduct root cause analysis for major and critical incidents, implementing resolutions, workarounds, and preventative improvements to reduce recurrence. • Lead continuous improvement initiatives by developing and enhancing operational processes, procedures, and documentation, collaborating with cross-functional teams for alignment. • Develop and maintain strong, credible relationships with key IT and business stakeholders, as well as third-party vendors and strategic suppliers. • Write and maintain custom programs and scripts, and configure ERP applications to support business requirements. • Analyze existing infrastructure and lead or contribute to system enhancements and optimizations. • Lead the integration and release of new applications and updates into the existing environment, ensuring service acceptance criteria and operational deliverables are met prior to handover. • Maintain a comprehensive and up-to-date knowledge base covering application architecture, common issues, support procedures, and FAQs. • Proactively monitor applications and environments (alerts, performance, system health) to identify and address potential issues before they impact users. • Support configuration and customization of Production and Sandbox D365 environments using tools such as Lifecycle Services (LCS), Power Platform, and Azure. • Ensure data quality, integrity, and consistency across enterprise systems by adhering to approved workflows and procedures. • Understand and comply with Sarbanes-Oxley (SOX) control requirements, supporting audit preparation and remediation activities as required. • Ensure compliance with company standards, security policies, and operational procedures to safeguard application integrity. • Stay current on D365 features, updates, and best practices, as well as organizational standards, through participation in change governance forums (e.g., CAB, VMOB).