Vallaham
Website:
vallaham.com
Job details:
DDdrdScope of Services – CRM Application Support
The scope of work would be enhancing the user experience for all the CRM User, and this would require the team to work on user feedback and user enhancement requirements.
1. Microsoft Dynamics D365
- Handling issues / Tickets from the users on D365
- Enhancement Request/CR
- Handling issues and monitoring Power BI reports
- Handling USD issues
- Creating tickets and coordinating with MS support for product issues
- Sample data migration for UAT testing
- Data Quality Analysis (Quarterly report generation)
- Maintenance of Scheduled Jobs
- POCs for new features & surveys management
- CRM Performance optimization
2. Azure Portal
- Enhancements and handling issues related to web jobs
- API and Logic apps management
- SQL DB management
- Handling app Service
- Resource consumption report validation
- Co-ordinating with MS support product issues
3. Sitefinity
- Chat
- CRM portal connector Licensing /re-synchronization
- Handling issues related to Sitefinity portal
- Enhancements/CRs
- Sitefinity Admin configurations
- Co-ordinating with Sitefinity and Portal connector support for product issues
- Sitefinity database management
4. IVR & Chat
- Handling IVR issues related to CRM
- Enhancements/CRs related to CRM
- Coordinating with Live-assist support team for product issues
5. Change Requests
- CRS will be handled by the resources during their availability
- Delivery timeline Of the CRS will be communicated based on their availability
- Any CRs that are urgent or that have an expectation to be completed before the delivery timeline quoted by the resources, will warrant an external change management process including additional resources, bearing extra cost.
6. Hours of operation:
- Operational Hours for Application management: 0800 — 2000 Australia Time Zone (Monday through Friday)
- Weekend Operational hours: Only on Critical / Business Down situations
- For any extended support beyond the aforesaid working hours, additional charge will apply
7. Resource Engagement
- 2 resources will be engaged to provide coverage during the aforesaid operational hours
- They will be utilized to, without extending, 360 hours in a month.
- Resources will be substituted in case of long leave (more than 7 business days)
- Alternate resources will not be provisioned for any other leave with duration less than the period mentioned above.
- In case any resource resigns from vendor , back-up resource shall be provided by vendor without any additional cost to the Client except as specified hereunder, alternat resources will not be provisioned for any other leave with duration less than the period mentioned above
- Critical / Business-down situations will be handled by the available resources by extending their coverage during leave
- Resource management / governance
Click on Apply to know more.