Lead Support Engineer – D365 Finance & Operations

• *Description**

Company Overview

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end\-to\-end service offerings, there’s really only one: Zones – First Choice for IT.TM

Zones is a Global Solution Provider of end\-to\-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud \& Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.

Position Overview

The Lead Support Engineer – D365 Finance \& Operations (D365FO) is responsible for end\-to\-end production support, stability, and continuous improvement of D365FO with a strong focus on Advanced Warehouse Management (WMS).

This role provides technical leadership for L3/L4 support, owns complex incident resolution, drives root cause analysis (RCA), supports controlled X\+\+ customizations, and ensures system reliability across Finance, Inventory, and Warehouse operations.

The role works closely with business users, functional consultants, developers, DevOps, and vendors to ensure high availability, performance, and operational excellence of the D365FO platform.

What you’ll do as the Lead Support Engineer – D365 Finance \& Operations:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

1\. Production Support \& Incident Management (Primary Focus)

• Act as L3/L4 escalation point for complex D365FO production issues across:

+ Finance (GL, AP, AR, Cash \& Bank)

+ Inventory Management

+ Advanced Warehouse Management (WMS \& Mobile)

* Lead troubleshooting of

+ Warehouse execution issues (picking, packing, wave processing, mobile device flows)

+ Batch job failures

+ Integration failures

+ Performance and data consistency issues

• Own incident resolution, service restoration, and business communication.
• Perform Root Cause Analysis (RCA) and drive preventive actions to eliminate recurring issues.

2\. Advanced WMS Support \& Ownership

* Provide deep technical and process\-level support for

+ WMS configuration impacts

+ Work templates, location directives, wave processing

+ Warehouse mobile device framework

• Support warehouse\-centric integrations (RF, external WMS, 3PL interfaces).
• Partner with business and functional teams during peak operations and warehouse\-critical incidents.

3\. X\+\+ Development \& Minor Enhancements

• Investigate and troubleshoot to support X\+\+ customizations primarily for:

+ Bug fixes

+ Production hotfixes

• Follow extension\-based development and Microsoft best practices.
• Perform impact analysis, code reviews, and regression validation before release.
• Ensure code quality, performance optimization, and secure coding standards.

4\. Integrations \& Data Interfaces Support

* Support and troubleshoot integrations using

+ OData

+ REST APIs

+ WCF / AIF

+ Data Entities

• Monitor integration failures, error handling, retries, and logging.
• Use tools such as Postman and SoapUI for validation and debugging.
• Support near real\-time and batch\-based integration scenarios.

5\. System Administration \& Operational Readiness

* Monitor and support

+ Batch job execution

+ System health across environments

+ Deployment validation post\-releases

* Coordinate with DevOps for

+ Build \& deployment failures

+ Hotfix deployments

+ Release readiness and rollback planning

• Maintain operational SOPs, runbooks, and knowledge base articles.

6\. Data, Reporting \& SQL Support

* Support

+ SSRS reports (failure analysis, performance tuning)

+ Data Entities used for reporting, integrations, and data extracts

* Perform controlled SQL analysis for

+ Production issue investigation

+ Data validation (non\-production fixes only, following governance)

• Support BYOD / ADLS scenarios for downstream reporting.

7\. Security, Compliance \& Governance

* Support D365FO security

+ Roles, Duties, Privileges

+ Segregation of Duties (SoD)

• Participate in audits, access reviews, and compliance checks.
• Ensure support activities comply with organizational change control and governance standards.

8\. Leadership \& Ownership Expectations

• Provide technical leadership to junior support engineers.
• Drive support process maturity:

+ RCA discipline

+ Reduction of recurring incidents

+ Proactive monitoring improvements

• Act as a trusted point of contact for business stakeholders during critical incidents.
• Contribute to platform stability, cost optimization, and operational excellence initiatives.

What you will bring to the team

• 7–10 years overall ERP experience
• 5\+ years hands\-on support experience in D365 Finance \& Operations
• Strong experience in D365 Finance \& Operations support (L3/L4\)
• Hands\-on Advanced Warehouse Management (WMS) support experience
• Working knowledge of X\+\+ development for fixes and enhancements
• Experience with integrations (OData, REST, WCF/AIF)
• Solid understanding of batch processing, performance tuning, and SQL
• Experience working with Azure DevOps (incident tracking, deployments, pipelines)

Zones offers a comprehensive Benefits package.

While we’re committed to providing top\-tier solutions, we’re just as committed to supporting our own teams. We offer a competitive compensation package where our team members are rewarded based on their performance and recognized for the value, they bring into our business. Our team members enjoy a variety of comprehensive benefits, including Medical Insurance Coverage, Group Term Life and Personal Accident Cover to handle the uncertainties of life, flexible leave policy to balance their work life.

At Zones, work is more than a job – it's an exciting careers immersed in an inventive, collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.

\#LI\-SK1