Job Description

Own BAU support and ensure the reliability of DKSH Power Platform, A.I and cloud solutions, provide L1-L3 support, and deliver enhancements using knowledge of Microsoft low-code tools, A.I, .NET framework, API, database and Azure cloud technologies.

Key Responsibilities

1. Operations & Support (L1)

• Triage and resolve incidents across Power Apps, Power Automate, custom connectors, A.I, SharePoint and Azure integration, and Dataverse-backed solutions.
• Perform root-cause analysis and implement permanent fixes; reduce repeat incidents via preventive measures.
• Manage release of fixes via solution packaging and controlled deployments aligned with internal workflow practices.

2. Enhancements (L2 and L3)

• Deliver enhancements within capped capacity and agreed guardrails (e.g., benefits/adoption rationale).
• Escalate larger enhancements into formal project / CR governance with separate funding and approvals.

3. Platform & Governance Alignment

• Ensure solutions comply with Power Platform governance expectations and environment usage rules.
• Support environment administration activities (access, solution promotion, operational controls) in collaboration with platform owners.

4. Documentation & Knowledge

• Maintain runbooks, SOPs, support playbooks, and handover materials.
• Contribute to standardization across the portfolio (common patterns, reusable components).

5. Stakeholder Management

• Communicate clearly with business users on incident status, workarounds, resolution, and deployment schedules.
• Coordinate with related technical teams (e.g., API/SAP integration teams) when issues span multiple systems.

Required Skills / Must-have Experience

• Expert in Power Platform development, particularly model-driven apps, custom API connectors, SharePoint, Dataverse, A.I builders and Azure services.
• Must have Azure or relevant cloud service knowledge (Azure Blob Storage, Function App / Logic Apps / Document Intelligence).
• Must have OCR (Document Intelligence, A.I Builder, or relevant OCR models), and Gen-A.I, or Copilot Studio or A.I Studio knowledge, or relevant A.I workflows development.
• Experience with Power Platform solution packaging and structured deployments (ALM discipline).
• Familiar with application full-stack development (Highly preferrable).
• Proven track record in troubleshooting production issues and managing fixes end-to-end.
• Strong analytical, prompt thinking and problem-solving skills; able to run RCA and propose preventive controls.
• Strong communication skills for business and technical stakeholders.