Leads a global D365 CE/FNO technical support function, managing 10+ support engineers across rotational shifts. Owns SLA performance, escalations, production outages, root-cause analysis, support metrics, runbooks, and knowledge management. Oversees short-term bug-fix and enhancement initiatives, runs Scrum ceremonies, and supports team development. Requires strong D365 sales, O2C/P2P, SQL, troubleshooting, monitoring, and ITSM expertise, along with extensive IT and people-management experience.