Project Manager - Calgary, Canada - Avance Consulting

Avance Consulting Calgary, Canada

1 month ago

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Full time

Description

Required Qualifications :

Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
At least 7 years of Information Technology experience.

Preferred Qualification :

7 years of Technical Escalation Support experience (in a Tier 2/3 environment) including experience in a customer-facing or customer technical support role.
Augment Supportability PM & Beta Engineer capacity across product area PODs not currently covered and/or assist with existing SPMs and provide assistance as needed.
Have demonstrated ability (implementation, technical troubleshooting and/or development) within the assigned POD Product area
Dynamics 365 CE Platform
Gather support data and identify trends from that data related to future deflection (self-help, product improvements) and/or support readiness.
Share data-driven trend analysis and deflection/readiness opportunities with Support team and Engineering stakeholders.
Engage Support team Delivery and/or Engineering stakeholders to identify and document development action plans and govern those plans to completion.
Author, publish and maintain content that aligns with self-help and support readiness needs per above action plans.
Customer Engagement experience with Dynamics 365 or a competitive cloud product
D365CE architecture including deployment processes and telemetry.
SQL development knowledge with deep query and schema knowledge
Deep D365 CE SDK knowledge (writing and troubleshooting)
Demonstrated Azure stack technology (IaaS, Microservice Apps, SQL Azure)
Familiarity with development: tools, language, process, methods, troubleshooting
Memory dump tooling and analysis.
Development/Coding.
Experience with Visual Studio development languages, PowerShell, CLI, git.
Service engineering and/or DevOps experience at internet scale involving user data and/or software development for an enterprise level product.
Network troubleshooting and tool usage (Fiddler, Wireshark, Netmon, etc.)
Leadership qualities like handling technically challenging and politically hot customer situations.
Excellent spoken and written English communication skills.
Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions.
Ability to work collaboratively with the Engineering teams to drive architectural changes throughout the environments to improve stability of each environment.
Outstanding partnering capabilities
Ability to drive product/service improvements in core technical focus area.
Logical and Critical thinking and demonstrated success in dealing with ambiguity and problem definition under continual deadline constraints.
Passion for technology and customer support
Ability to partner within virtual teams towards executing on multiple technical initiatives simultaneously.
Work directly with our Dynamics Product Group to provide world-class engineering support at a product component level.
Perform complex product debugging and remediation when needed; working alongside the development teams to drive Support incident resolution for configuration, code, or other service deficiencies impacting customers.
Supportability PM are not expected to write product code; however, should be able to apply their code skills and understanding towards efficiently resolving Support issues as appropriate.
The position is primarily "behind the scenes" providing engineering support to the Support teams on Support incidents that require Product Group engagement. At the same time, individuals should be capable and prepared to periodically engage directly with customers to help facilitate incident resolution as appropriate.

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