Support Delivery Lead

Annata operates a global support team with regional support locations in the UK, Malaysia and the US, enabling our customers and partners to be serviced 24 hours a day, 5 days a week. The global team operates as a single business unit, managed by the Head of Global Support, sharing unified processes and workloads with regional support management. The Support Delivery Lead role will work as part of the EMEA Support team, reporting to the EMEA Regional Support Manager.

As a Delivery Lead you will be involved in dealing with supporting standard Microsoft Dynamics F&O, CE and the Annata A365 solution. This will include working on support tickets for EMEA Partners and Customers that have a Service Level Agreement (SLA) with Annata for issues and bug fixes. Also assisting with requests and small changes that are aligned to the needs of our Customers and Partners as part of their continuous improvement projects.

In addition, you will be assigned to a number of customers and partners, becoming their main day-to-day contact. You will be responsible for regular update calls, monthly reporting and the delivery of continuous improvement initiatives and Microsoft / Annata service updates.

Role :

1. Management of customer issues throughout the whole support lifecycle :

• Ability to triage a support ticket
• Able to follow support processes
• Applying knowledge to be able to replicate and progress the ticket
• Effective communication to the customer and internally with colleagues
• Completing standard documentation
• Prioritization of work
• Ticket turnaround to ensure that customer SLAs are met
• Logging tickets through to 3rd parties as / when required
• Responsible for completing internal acceptance testing of fixes and solutions

2. Maintain customer and partner engagement with regular calls to discuss ticket updates and requests.

3. Manage the D365 service updates when applicable.

4. Manage customer Business as Usual (BAU) releases when applicable.

5. Customer change requests – Involved in completing functional design documentation and providing estimates to the customer for the requested work.

6. Project management for smaller projects (Under 50 days).

7. Timely and effective response to requests for advice and / or assistance.

Responsibilities :

1. Provide 3rd and 4th line functional support to partners and customers. This includes knowledge of the Standard Dynamics functionality and Annata A365 functionality, setup & configuration, feature management and troubleshooting to establish a root cause.

2. Handle partner and customer incident, request and change request tickets efficiently.

3. Clear and concise communication to the customer, regular screenshares for knowledge