Microsoft is looking to solve the problem of delivering world-class support to its top Azure customers by building a new global support and operations team, with a focus on customer obsession and technical expertise.
Requirements
- Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field
- 1+ year(s) of customer facing experience
- 5+ years of experience delivering solutions and support to enterprise customers
- 3+ years of experience managing and leading technical teams in a fast-paced environment
- Knowledge of modern engineering practices such as Agile, Lean, etc.
- 1+ years experience with cloud computing technologies; Azure Cloud preferred
- Passion and focus on delivering the right customer experience
Responsibilities
- Hire, on-board, develop, coach, mentor and evaluate Azure Customer Engineers
- Coach and enable your team to deliver world class support with an engineering mindset to strategic S500 customers
- Drive operational excellence, including ACE direct case ownership, improved Time to Mitigate (TTM) and ACE Problem Resolution Owner function
- Up level ACE role to focus on customer success and business impact
- Lead a team that will directly support our top Azure customers and resolve critical and complex technical issues in a 24x7x365 environment
- Build a framework where the team not only works closely with Azure engineering teams to support customers with their complex issues but invests in engineering practices such as daily scrum and triage meetings
- Create standards and best practices that simplify and optimize support capabilities, and drive adoption across multiple service teams across Azure
Other
- Ability to meet Microsoft, customer and/or government security screening requirements
- 1+ year(s) of customer facing experience
- 5+ years of experience delivering solutions and support to enterprise customers
- 3+ years of experience managing and leading teams in a fast-paced environment
- Effective communication skills with executive presence, including the ability to hold CxO and BDM level discussions
