Continuum

Customer Support

• Report to the Sr. Manager for the Incident Response team
• Assist with leading the incident management process to resolution
• Log and categorize recurring incidents
• Respond to internally identified and customer reported incidents
• Coordinate incident resolution rapidly and within defined service levels
• Prioritize incidents according to their urgency
• Collaborate with teams to ensure all protocols are followed
• Log all incidents and their resolution
• Propose adjustments to incident management process and support implementation of changes
• Communicate with upper management if major issues are found
• Manage root cause analysis between technical teams
• Document the impact of incidents, root causes, and corrective actions
• Provide and communicate internal incident reports to stakeholders

Salesforce Customer Service Representative – Incident Response

DevOps Engineer

• Lead CI/CD practices for Dynamics 365, Power Platform, and related Azure components, driving consistent and reliable releases.
• Manage solution builds, packaging, and deployments across Dev, Test, UAT, and Production using Azure DevOps and proven ALM methods.
• Review and validate environment configurations, layering (managed/unmanaged), patch strategies, and dependencies for D365 apps, Dataverse, plugins, and integrations.
• Ensure version consistency, connection references, environment variables, and API dependencies are aligned for each release.
• Troubleshoot complex release issues such as solution import errors, plugin exceptions, or schema conflicts, and establish long-term prevention tactics.
• Support change control by ensuring all Change Requests include accurate release notes, dependency documentation, and the required approvals aligned with governance standards.
• Use Power Platform tools (Solution Checker, Plugin Trace Logs, Dataverse telemetry, Azure Application Insights) to diagnose and resolve deployment issues.
• Champion automation by building and maintaining Azure DevOps Pipelines or GitHub Actions for exports, validation, versioning, and deployment.
• Collaborate with Dynamics developers, architects, integration teams, and functional consultants to coordinate cross-system releases involving Azure APIs, Power Automate, and Power Pages.
• Continuously improve release governance, environment management, and ALM practices to support a sustainable D365 delivery model.

Salesforce Customer Service Representative – Incident Response

Release Engineer