D365 Production Support Lead

About Illumina Technology Solutions, LLC

At Illumina Technology Solutions, we are experiencing rapid growth across the U.S.A., Canada, India, and Pakistan and are proud to be a Microsoft Gold Partner. We are committed to providing technology solutions that help organizations thrive in a fast-changing digital landscape. Our vision is to become a leader in digital transformation for our clients, leveraging the power of the Microsoft digital ecosystem to drive innovation and growth. Visit us at www.illuminatechnology.com

About the role

We are seeking a highly skilled and experienced Production Support Lead with expertise in the retail domain. The ideal candidate will have a strong background in supporting enterprise-level retail systems, with proficiency in any ERP platform and a focus on delivering exceptional service in a production support environment. This role requires excellent leadership, technical expertise, and the ability to manage cross-functional teams. If you have a passion for solving complex challenges and driving operational excellence, we want to hear from you

Essential Functions

• Lead and manage D365 production support services, ensuring seamless operations and prompt issue resolution
• Provide technical and functional support for retail-specific ERP implementations and operations
• Collaborate with stakeholders to define support strategies, troubleshoot issues, and enhance system performance
• Develop and maintain detailed documentation of processes, procedures, and best practices for retail operations
• Ensure timely and accurate communication with clients, prioritizing customer satisfaction
• Coordinate with cross-functional teams to address and resolve incidents and implement enhancements
• Monitor system performance, identify potential risks, and recommend optimization strategies
• Stay updated on the latest retail trends, ERP updates, and industry best practices to ensure continuous improvement

Required Qualifications

• Minimum of 8 years of experience in production support roles within the retail domain
• Strong understanding of retail business processes and workflows
• Proven ability to troubleshoot and resolve complex technical and functional issues
• Experience with any ERP platform in retail operations
• Excellent communication and stakeholder management skills
• Experience with ITIL processes and incident management tools

Preferred Qualifications

• Experience with integrations between ERP systems and third-party retail solutions
• Strong experience in production support
• Familiarity with cloud services such as Azure or Power Platform
• Experience leading global support teams across multiple time zones
• Relevant certifications in ERP systems or related technologies

We are an equal opportunity employer committed to diversity and inclusion All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.