CRM Monitoring Engineer

Position Details:

Role: CRM Monitoring Engineer

Location: Hyderabad

Experience: 4+ years

Company: Safran

Work Mode: Hybrid

SYNTHESIS OF THE POSITION / SERVICE CONTENT

The CRM Monitoring Engineer is responsible for proactive monitoring, maintenance, administration, and operational support of Microsoft Dynamics 365 CRM applications and related environments. The role ensures system availability, performance, security, and incident resolution while collaborating with global support teams and business stakeholders.

RESPONSIBILITIES:

• Perform proactive monitoring and administration of Microsoft Dynamics 365 CRM environments.
• Monitor application health, integrations, scheduled jobs, workflows, and interfaces.
• Handle incidents, service requests, troubleshooting, and root cause analysis.
• Coordinate with support and infrastructure teams for issue resolution and service continuity.
• Monitor server/application alerts and perform corrective actions when required.
• Manage user accounts, permissions, and access requests following security standards.
• Ensure backup monitoring, log analysis, housekeeping, and maintenance activities are completed.
• Create and maintain monitoring scripts, dashboards, and alert mechanisms.
• Prepare operational documents, SOPs, knowledge base articles, and monitoring reports.
• Support deployment activities, patch validations, and maintenance windows.
• Work with IT referents and business teams to ensure CRM service reliability and performance.
• Ensure compliance with ITIL processes, SLA targets, and security policies.

Availability management:

Automatically trigger the incident management process with tooling.

Monitor the status of an Application object for unexpected events, such as process failure or errors.

Provide restart of the Service.

Housekeeping:

Archive log files

Clean up log files

Develop log cleanup and archiving procedures.

Maintain Application users

Remotely start, shut down, and re-start (scheduled and non-scheduled) servers or services/tasks and related applications routinely, after an operating system failure and for maintenance.

Monitoring:

Monitor scheduled jobs, tasks and scripts.

Monitor on resource shortages using standard monitoring blueprints.

Create monitoring scripts

Define specific triggers in case of events with special actions.

Establish and maintain the alerting mechanism and monitoring systems.

Implement maintenance windows

Monitor backup job execution

Monitor the Application processes and services.

Security Management:

Check security settings

Deny access to Third Parties where the Supplier believes there is a possible risk to the Security or integrity of the Customers (or other Customers) environment.

In the case of any deviation of Security settings, notify the Customer and Supplier Security officers and take appropriate actions.

Monitor Security settings.

Provide temporary remote access for Customer Problem resolution and patching.

User management:

Maintain technical user credentials (service accounts).

Maintain application user credentials

Knowledge

Minimum 4-5 years of experience in monitoring and support.

Knowledge of Dynamics 365 administration and security concepts.

Experience in monitoring CRM applications, workflows, integrations, and services.

Hands-on experience with ticketing tools such as ServiceNow.

Understanding monitoring tools, logs, backups, and housekeeping activities.

Basic scripting knowledge in PowerShell, JavaScript, .NET, or SQL is an advantage.

Know-how

"Optimizes application development, maintenance and performance by employing design patterns and by reusing proved

solutions."

Accounts for own and others actions in the integration process.

"Complies with appropriate standards and change control procedures to maintain integrity of the overall system functionality

and reliability."

Systematically analyses performance data and communicates findings to senior experts.

Escalates potential service level failures and security risks, recommends actions to improve service reliability. Tracks reliability data against SLA.

Behaviours

Easy adaptation to a different environment

Good relationship and ability to work with international remote team

Strength to propose improvements and persuasion

Skills to work with internal teams across different cultures

SPECIFIC REMARKS

CRM applications are based on Microsoft Dynamics 365 platform aligned with the Core Model architecture. Monitoring activities may require coordination with global teams and participation in on-call or critical support activities.Tools: Power Platform Admin Center, Azure Entra, Power BI, DCP, Exchange Admin Center, Admin Portal, Microsoft Defender, Dynatrace, Diagnostics Tool, XRM Toolbox.