Application Support Specialist - Dynamics 365 CRM

Valleysoft is an IT services provider delivering enterprise technology solutions, application development, process improvement, and IT support services for clients around the world. Working across complex business environments, the company helps clients keep critical systems stable, effective, and aligned with operational needs. This role supports that mission by helping maintain the reliability of enterprise applications that are central to day-to-day business operations.

As an Application Support Specialist focused on Dynamics 365 CRM, you will play a key role in supporting business-critical banking applications and helping ensure a consistent, dependable experience for internal and customer-facing processes. You will work across integrated systems and partner with technical and business stakeholders to investigate issues, drive resolution, and strengthen production support outcomes in a highly controlled environment.

• Provide Level 2/3 application support for Microsoft Dynamics 365 CRM and other critical banking applications.
• Troubleshoot and resolve production issues affecting customer onboarding, servicing, and complaints.
• Monitor application health and investigate application and server issues to maintain stability.
• Perform application and server log analysis to identify root causes and resolution paths.
• Trace issues across end-to-end application and integration flows.
• Handle incidents, problems, and service requests in accordance with ITIL processes.
• Participate in production releases, hotfixes, and post-deployment validation.
• Conduct root-cause analysis and implement permanent corrective actions.
• Coordinate with development, infrastructure, database, and middleware teams to resolve complex issues.
• Coordinate with InfoSec, Risk, Compliance, and Audit teams for critical changes and incidents.
• Maintain operational documentation, support procedures, runbooks, and audit evidence.
• Ensure incidents and service requests are resolved within agreed SLAs and KPIs.
• Support change-management activities and production deployments.
• Participate in on-call or shift-based support when required.
• Contribute to continuous improvement of application stability and support processes.

• Hands-on experience in application support, including providing Level 2 or Level 3 production support.
• Strong production support experience with Microsoft Dynamics 365 CRM.
• Experience supporting customer onboarding and customer servicing applications within banking or financial services environments.
• Strong SQL Server querying skills for troubleshooting application transactions and data issues.
• Good understanding of Windows Server application hosting environments, with practical experience troubleshooting web application and server issues in IIS.
• Ability to analyze application and server logs for troubleshooting and root-cause investigation.
• Experience troubleshooting end-to-end integrations between Dynamics 365 CRM and other enterprise or banking systems, including a basic understanding of REST and SOAP APIs.
• Experience working in production environments with strict SLA and KPI requirements.
• Experience operating in audit, compliance, risk, and security-controlled environments.
• Familiarity with ITIL-based incident, problem, and change management processes.
• Experience coordinating incident and change resolution with business users and cross-functional teams, including infrastructure, database, middleware, InfoSec, risk, compliance, audit, and application development teams.
• Eligibility to work in Egypt.
• Availability for on-call or shift-based support when required.
• Direct experience with external vendors and third-party application providers is a plus.