With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.Do you have a passion for Azure IaaS, on-premises 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 and Windows infrastructure in on-premises? 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
Responsible for delivering Support Mission Critical Service offerings, collaborating with CSU (including CSAs, CSAMs), CSS, CxP, Engineering, and other teams as needed. This role ensures a cohesive, cross-delivery organizational experience for customers on their critical workloads, while showcasing progress, evolution, and improvements as outcomes. Direct accountability to lead the Proactive Resiliency Efforts, coordinate with other teams on the Accelerated Incident Resolution, and Monitoring & Observability features of an offering.Proactive Resiliency: Lead technical engagement with specific workloads that prioritizes Reliability, Security, Supportability, Manageability, and Monitoring and Observability.Coordinating the onboarding phase which includes the Consolidated Assessment Week Delivery.Remediate proactive recommendations for the specified workloads identifiedPlan and implement both a Workload-Specific Service Improvement Plan and a Customer Success PlanAccelerated Incident Resolution: Awareness and visibility into critical incidents to ensure RCAs and recommendations are captured and linked to Proactive Resiliency efforts.Monitoring & Observability: Collaborate with CxP resources when engaged to help onboard the customer efficiently and effectively, prioritizing customer experience and effort, as well as drive customer-owned monitoring to enable and improve customer’s observability capabilities.Cross-Team Leadership: Build partnership with CSAM to ensure roles are clearly understood and responsibilities are established, maintaining partnership throughout contract and relying on CSAM for account escalation. Coordinate with the leads of the Accelerated Incident Resolution work stream and, when required, the Proactive Monitoring work stream with our CxP partners.Qualifications
Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.Broad knowledge of on-premises Microsoft products with deep understanding of Azure HCI /Hyper-V. Other technologies touched are Azure IAAS/Entra ID/Azure arc/Azure monitor /Azure update manager / Windows Server and Networking.Working experience with developing, debugging, performance tuning and supporting any of the following:Dev Ops and knowledge of Azure Web Apps/App Services, Web Application FirewallAzure PaaS, Service Fabric, Azure App ServicesAKS, Key Vault, Managed Service Identity, Azure AD App Authentication/OAuthKubernetes Services/ContainersAPI Management, API ConnectionsLogic Apps/Function AppsNotification HubsC#, .NET Framework/.NET Core, Java, Python or relatedExperience with troubleshooting, configuring and supporting Network and Hybrid scenariosUse trace analysis, debug skills, source code, and other proprietary tools, to analyze problems and develop solutions to meet customer needs; this may involve writing codeSolid understanding of client/server, networking, and Internet technologies fundamentals.Understanding of n-tier solutionsExperience in systems management, network operations, software support, IT consulting, or related roles.Solid understanding of client/server, networking, and Internet technologies fundamentals.The ability to handle customer critical issues and work in difficult situations.Demonstrate a strong ability to develop strategic ongoing customer relationships to gain the trust.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.
