We are seeking an experienced Cluster Lead and L3 Support Specialist (m/f/d) for Microsoft Power Platform applications. In this role, you will provide functional and technical leadership to a team and serve as the single point of contact (SPOC) between the client, L1.5 support teams, and Center of Excellence (CoE) teams. You will be responsible for incident and escalation management, drive the continuous optimization of operational processes, and ensure technical excellence in the Power Platform environment.
Responsibilities:
- Subject Matter Expertise and Cluster Management
- Team Leadership: Providing subject matter and technical guidance to internal and external team members within your area of expertise.
- Process Optimization: Defining and refining Standard Operating Procedures (SOPs) in close coordination with the customer to enhance operational stability.
- Liaison Role: Acting as the single point of contact (SPOC) for the client, L1.5 support units, and CoE teams.
- Escalation Management: First level of escalation for operational issues and participation in on-call support (rotation basis).
- L3 Support and Technical Support
- Advanced Support: Handling complex technical issues (L3) related to the Microsoft Power Platform (Power Automate, user and environment management, administration, monitoring).
- Error and Trend Analysis: Conducting in-depth analyses of recurring issues, system errors, and performance bottlenecks to identify root causes (Root Cause Analysis).
- Environments and CI/CD: Setting up and managing Power Platform environments, as well as deploying and maintaining CI/CD pipelines via Azure DevOps, while adhering to complex security requirements.
- Change and Compliance Management: Ensuring compliance with all established change management processes and governance policies.
- Knowledge Transfer: Creating and updating technical documentation, troubleshooting guides, and knowledge base articles, as well as facilitating knowledge transfer within the team.
Required Skills:
- Professional Experience: At least 8–10 years of in-depth experience in developing and supporting solutions based on the Microsoft Power Platform and Dynamics 365.
- Language Skills: German: Very good proficiency (at least B2, preferably C1); English: Very good proficiency (at least B2, preferably C1)
- Certifications (Microsoft):
MB-200: Microsoft Power Platform / Dynamics 365 Core
MB-400: Microsoft Power Apps / Dynamics 365 Developer
PL-600 / MB-600: Microsoft Power Platform / Dynamics 365 Solution Architect
Power Automate, Power Apps, Platform Administration, and User Management
Azure DevOps (CI/CD pipelines for Power Platform)
Implementation of security and governance requirements
Soft Skills and Work Style:
- Strong customer focus (customer-first approach) and excellent communication skills.
- Strong analytical thinking skills and a passion for troubleshooting and problem reconstruction.
- Experience managing support queues and prioritizing critical incidents.
- Willingness to participate in an on-call rotation.
