With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

The Global Customer Success (GCS) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.

Do you have a passion for Azure IaaS and using best-in-class tools created by Microsoft? Are you looking for a role where you can interact directly with large enterprise customers to improve the stability and performance of the solutions they are deploying in Azure? Do you want to join one of Microsoft's fastest growing businesses? If so, we are looking for you!

Support for Mission Critical is a team within Microsoft that provides solution-specific expertise designed to drive peak health and optimum performance of a customer’s most important solutions. As a key technical resource for the customer, you will be primarily focused on delivering proactive services such as education workshops, delivering assessments, and providing tailored guidance. Troubleshooting skills are essential as this role will include working with Microsoft Support to expedite incident resolution.

This role is flexible in that you can work up to 50% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

Your responsibilities for this role include advising stakeholders and translating business requirements into designs for Azure solutions that align with the Azure Well-Architected Framework. In this role, you implement solutions on Azure by partnering with various other job roles, including:

• Developers

• Administrators

• Security engineers

• Data engineers

You will:

• Create and Update deep technical understanding and documentation of the customer’s technology and solution (KnowMe) and Workload record(s) for their assigned solutions.

• Deliver Onboarding Assessments and define and drive Delivery Plan

• Regular internal touchpoints with Team Manager, CSAM (Customer Success Account Manager), Mission Critical CSAs and connected teams like Azure Engineering Direct (AED), Azure Rapid Response (ARR) & others to ensure alignments

• Ensure successful delivery of remediation activities

• Identify trends, analyze and coordinate delivery opportunities

• Provide case trend analysis and recommend remediation activities during regular customer reviews

• Function as a Trusted Advisor

• Be part of 24/7 on-call team rotation

• Scoping of engagements, discussing workstreams and assigning actions and agreeing ETAs.

• Provide RCA in coordination with AED (Azure Engineering Direct) for critical incidents (Sev A/0)

• Provide advisory support with deep technical focused analysis and KnowMe.

• Responsibility for driving towards a stable and robust solution and minimiz reactive demand and time to recovery.

• Deliver relevant/accredited proactive services

• You will share and gain knowledge through technical communities.

Qualifications

3+ years of Azure IaaS related experience is required. Breadth of technical experience and knowledge, with depth / Subject Matter Expertise in one or more of the following Azure IaaS areas is expected:

Azure IaaS

Storage

Networking

Compute

High availability and disaster recovery features for IaaS components.

Experience with Azure PaaS, WVD, Identity, or Azure Security offerings is a plus.

Other Qualifications

Experience in systems management, network operations, software support, IT consulting, or related roles.

Solid understanding of client/server, networking, and Internet technologies fundamentals.

Must have outstanding customer service skills with excellent oral and written communication skills as well as experience providing training to peers or customers.

Must demonstrate strong interpersonal and leadership skills while working with diverse audiences including highly technical IT professionals, engineers, developers, and architects as well as executives and management professionals in both customer and Microsoft teams.

Must have experience leading and driving projects as well as motivating others.

Must be self-motivated, resourceful and able to handle multiple responsibilities as a Microsoft Cloud Solution Architect and Support for Mission Critical professional

Need to demonstrate the ability to develop strong strategic customer relationships that gain the trust and respect of customers.

Need the ability to handle critical technical issues and work in difficult support situations.

Need a proven ability to handle difficult or sensitive situations with exasperated customers.

Certification in Microsoft and other Cloud Technologies.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .