Microsoft Dynamics 365 IT Support Lead for Retail & e‑commerce

About the role

Lead and manage IT support operations across retail stores, warehouses and corporate offices, ensuring high availability of Microsoft Dynamics 365 ERP and related retail systems. The role drives operational excellence, oversees support teams and vendors, and minimizes business disruption.

Key responsibilities

• Own incident, problem, change and service request management, meeting SLA and user satisfaction targets.
• Develop and maintain disaster recovery and business continuity plans for critical applications.
• Manage support for Microsoft Dynamics 365 ERP, retail planning, POS, warehouse and e‑commerce technology.
• Lead major incident resolution, root‑cause analysis and continuous‑improvement initiatives.
• Oversee network, infrastructure and connectivity for stores and warehouses, including wireless coverage.
• Lead the Wowmart support team (EUC, L1, L2) and manage vendor performance, contracts and audits.

Required profile

• 15+ years of IT support and operations experience, with 5+ years in a leadership role in retail or multi‑site environments.
• Strong stakeholder, vendor and people management skills.
• Proven ability to drive change, continuous improvement and cross‑functional collaboration.

Required skills

• Microsoft Dynamics 365 (Finance, Supply Chain, Retail/Commerce)
• Microsoft 365 and Azure
• ITSM / ITIL practices
• Retail POS, Retail Planning, Warehouse and payment systems
• Windows networking and endpoint management
• Cybersecurity platforms, endpoint protection, vulnerability management, DLP, SOC monitoring, access management
• Service‑monitoring, reporting, ticketing and operational‑dashboard tools
• Backup, disaster recovery, business continuity and technology lifecycle management