Project Manager- Customer Engagement/Escalation Engineer

Infosys is seeking a D365 Customer Engagement/Escalation Engineer. This position will interface with key stakeholders and apply technical proficiency across different stages of the Software Development Life Cycle including Requirements Elicitation, Application Architecture definition and Design; play an important role in creating the high level design artifacts; deliver high quality code deliverables for a module, lead validation for all types of testing and support activities related to implementation, transition and warranty. This is an opportunity to be part of a learning culture, where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued.

Required Qualifications :

Candidate must be located within commuting distance of Calgary, Alberta or be willing to relocate to the area. This position may require travel.

Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.

At least 7 years of Information Technology experience.

Candidates authorized to work for any employer in Canada without employer based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role at this time.

Preferred Qualification :

3-4 years of Technical Escalation Support experience (in a Tier 2/3 environment) including experience in a customer-facing or customer technical support role

Customer Engagement experience with Dynamics 365 or a competitive cloud product

D365CE architecture including deployment processes and telemetry

SQL development knowledge with deep query and schema knowledge

Deep D365CE SDK knowledge (writing and troubleshooting)

Demonstrated Azure stack technology (IaaS, Microservice Apps, SQL Azure)

Familiarity with development: tools, language, process, methods, troubleshooting

Memory dump tooling and analysis

Development/Coding

Experience with Visual Studio development languages, PowerShell, CLI, git

Service engineering and/or DevOps experience at internet scale involving user data and/or software development for an enterprise level product

Network troubleshooting and tool usage (Fiddler, Wireshark, Netmon, etc.)

Leadership - handle technically challenging and politically hot customer situations

Excellent spoken and written English communication skills

Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions

Ability to work collaboratively with the Engineering teams to drive architectural changes throughout the environments to improve stability of each environment

Outstanding partnering capabilities

Ability to drive product/service improvements in core technical focus area

Logical and Critical thinking, and demonstrated success in dealing with ambiguity and problem definition under continual deadline constraints

Passion for technology and customer support

Ability to partner within virtual teams towards executing on multiple technical initiatives simultaneously