System Analyst

Role: MPOS and Microsoft D365 L2/L3 Support
Location: Bengaluru, Pune

JOB PURPOSE

This position is to provide L2/L3 support for MPOS and Microsoft D365 ensuring application stability, rapid incident resolution, and seamless retail operations across stores and backend systems.

Below are key role and responsibilities for this position:

Roles and Responsibilities:

• Provide L2 production support for Microsoft D365 Retail applications, including Store Commerce / MPOS, POS, and related retail services.
• Implement key rollouts of D365 CRM SaaS applications (Sales, Customer Service, Marketing and Customer Voice modules) partnering with the Business Analysts, Project Managers and Deployment Coordinators.
• Act as a functional SME for retail business processes such as sales, returns, exchanges, inventory lookup, promotions, pricing, and end-of-day activities.
• Analyze, troubleshoot, and resolve incidents, service requests, and defects within defined SLAs.
• Perform root cause analysis (RCA) and provide detailed corrective and preventive action plans.
• Support integration touchpoints between D365 Retail, SCM, payment gateways, inventory systems, and downstream/upstream applications.
• Execute and validate data fixes, configuration changes, and scripts as part of support activities.
• Collaborate with L3/Development teams for complex issues, enhancements, and deployment support.
• Monitor application health, logs, and alerts; proactively identify potential risks and system issues.
• Participate in release deployments, patching, regression testing, and post-deployment validation.
• Create and maintain support documentation, KB articles, SOPs, and operational runbooks.
• Coordinate with business users, store operations, and external vendors during incident triage and resolution.
• Provide support during peak retail periods and on-call rotations as required.

What is needed:

• Strong understanding of Retail business processes and store operations.
• Proven L2 support experience in a high-availability retail environment.
• Ability to work in production support, incident management, and problem management models.
• Experience handling critical business-impacting incidents and working under pressure.
• Good communication skills to interact with business stakeholders, vendors, and technical teams.
• Willingness to support shift-based or extended hours, including on-call weekends during peak periods.

Personal experience and Tech skills:

• 58+ years of IT experience, with hands-on experience in Microsoft Dynamics 365 Retail.
• Working knowledge of scripting (SQL, PowerShell, or equivalent) for data analysis and fixes.
• Experience with Azure services, Application Insights, or monitoring tools is a plus.
• Familiarity with payment processing, taxation, promotions, and inventory synchronization.
• Understanding of integration patterns and middleware used in retail ecosystems.
• Experience in ITSM tools such as ServiceNow, JIRA, or equivalent.