As part of this transformation, we are building a global L1/L2/L3 support capability to ensure platform stability, performance, and adoption across markets. This role will lead L2/L3 support for the CRM and PMA ecosystem, operating within a live, business-critical production environment. Responsibilities Lead enhancement, development and day-to-day L2/L3 support operations across CRM, Panel Member App and integrations in a live production environment Drive incident triage, prioritisation and resolution across a high-volume, reactive operational landscape (e.g. call centre and field operations) Diagnose and resolve complex issues across distributed systems (CRM, mobile, APIs, backend and data layers), using logs, monitoring tools and telemetry, and perform root cause analysis across application, integration, data, infrastructure or security domains Act as the primary technical interface with the systems integrator (Vendor Team), diagnosing issues and coordinating timely, high-quality fixes across platforms Engage with operational teams, Product Owners and regional stakeholders to prioritise issues and communicate clear root causes, business impact and resolution actions Support release cycles and environment stability across Dev, QA, UAT and Production, identifying and resolving issues arising from deployments Ensure platform stability, performance and consistency during global rollout and post-deployment stabilisation. Shape and enforce development standards, code quality patterns, documentation practices, and the responsible use of AI-assisted tooling. Lead and mentor a Senior Developer (1 FTE) and an external support team (~6 FTE), building strong capability in diagnostics, troubleshooting and cross-system analysis Drive continuous improvement in support processes, tooling and operational performance, including effective use of monitoring and observability tools Requirements Experience & Leadership 7+ years’ experience in software engineering or production support, including experience leading L2/L3 support teams Proven experience operating in live, business-critical production environments Strong experience in L2/L3 support within complex, distributed systems Exceptional diagnostic and troubleshooting capability across multi-system environments Experience operating in reactive, high-volume operational environments (e.g. customer-facing platforms, call centre or field operations) Strong experience troubleshooting Microsoft Dynamics 365 and Power Platform environments Experience working with integration architectures (REST APIs, GraphQL, event-driven systems) Exposure to mobile applications (iOS/Android) and operational platforms such as telephony or field service systems Experience using monitoring, logging or observability tools in production environments Technical Breadth Broad understanding of applications, data, infrastructure and security domains in enterprise systems Experience working in complex environments combining modern and legacy technologies Working Model Experience working with third-party systems integrators in delivery and support models Ability to operate effectively across distributed, cross-functional global teams Communication & Capability Strong communication skills, with the ability to clearly explain technical issues to both technical and non-technical stakeholders Strong analytical and problem-solving skills Nice to Have Experience supporting Dynamics 365 at scale in multi-market environments Experience in MS Azure DevOps Experience with observability and monitoring frameworks Experience in large-scale transformation or platform rollout programmes #J-18808-Ljbffr