Support Mission Critical (SfMC) is a team delivering dedicated support to Microsoft’s top tier customers using Microsoft technology to build true Mission Critical applications to run their business. These Mission Critical customers are technically savvy and have good expertise in Microsoft technologies they use. The kinds of customers we deal with are companies building the banking backbones, stock exchanges and large government entities. Within the SfMC team, we support multiple technologies and multiple products being used by our customers via a single team. We are building a dedicated team with diversified skill set so we can deliver an excelled support experience to our customers, all under one roof. CSA’s on our team usually come with a depth of experience in one or two technologies. Within SMC, you will have that opportunity to expand your skill set, learn new technologies and grow your leadership in the technology you excel at, all without being isolated into a particular feature of a particular product. You will deal with high profile customers directly under the radar of executive management and may occasionally get an email or two from them directly!
Responsibilities
- Provide architectural reviews and technical guidance to Support for Mission Critical (SfMC) customers, focusing on the reliability, security, and performance.
- Take end-to-end ownership and accountability of technical deliverables, ensuring alignment with customer business outcomes and Microsoft’s best practices.
- Identify architectural risks, design gaps, and operational inefficiencies across services.
- Engage with SfMC stakeholders to drive architectural validation, incident prevention, and workload health improvements through proactive engagements and deep technical assessments.
- Collaborate closely with Microsoft engineering and support teams to address escalations, share feedback, and align solutions with platform evolution.
- Drive creation and reusability of IP including scripts, tools, and technical documentation to support scalable SfMC engagements.
- Act as a trusted advisor to customer architects and engineers, influencing long-term technical strategy for stability, resilience, and innovation.
Business Impact
- Identifies and anticipates issues and advises customers/partners to operate and optimize performance in accordance with Microsoft best practices. Adapts methodology and applies governance to identify, communicate, and minimize business and technical risks. Adheres to quality assurance standards and calculates risks while ensuring excellence in the design and/or delivery of solutions. Leverages standard tools to ensure accurate engagement hygiene.
- Drives customer/partner relationships to anticipate, identify, escalate, and work to resolve technical blockers to accelerate consumption and solution implementations (e.g., by application of technical capabilities). Routes non-technical issues for removal by the appropriate party. Applies broad business and technical knowledge across various architecture or other Microsoft solutions to meet business and information technology (IT) requirements and resolve identified technical constraints. Shapes and enhances customers' requirements.
- Proactively uses knowledge of the products, services, and value propositions of Microsoft and its competitors in customer/partner conversations to identify growth opportunities based on knowledge of customer/partner needs. Contributes to increase in consumption and aligns with Customer Success Account Management or other Account Team members on customer/partner priorities to drive growth in consumption via cost optimization, operational excellence performance efficiency, and security. Drives architecture design, resiliency reviews, and technical optimization that result in production deployment application and increase customer/partner usage and consumption. Ensures that the customer/partner's application has as few points of failure as possible. Consults and provides thought leadership for technical solution design, development, and deployment and supports the customer/partner throughout implementation to achieve value outcomes and Microsoft's Customer Promise.
- Understands industry trends and the competitor's architecture solutions and identifies Microsoft's strengths over competitive solutions to drive conversations with customers/partners and convince them of solution.
Qualifications
- 9+ years of industry experience assessing complex, business critical Dynamics CRM - Dynamics 365 Apps and/or D365 Customer Engagement on-premise environments against Microsoft good practices & supporting customers as they go-live and operate their solution
- Dynamics 365 Finance & Operations, Project management, Power Platform experience is a plus.
- Knowledge with tools commonly used to manage complex D365 Apps (Online)/D365 Customer Engagement (CE) implementations,
- Deep understanding of related Microsoft technologies, including SQL, SSRS, SSIS, SharePoint, Visual Studio and .NET
- Knowledge and experience in reviewing Microsoft D365 Apps/Customer Engagement performance, supportability, infrastructure design and customizations Strong problem-solving and technical leadership skills
- Solid understanding of client/server, networking, and Internet technologies fundamentals
- Understanding of n-tier solutions
- Strong problem-solving and technical leadership skills
- Works well in a global team environment
- Adaptability is necessary skills – should be ready to ramp up on newer technologies/product based on customer or business need.
- Excellent Communication Skills - presentation and written English. Communication skills that allow you to take lead and control the communication with customers, internal Microsoft stake holders and third-party vendors.
- Must have the ability to take on internal initiatives to create services opportunities, and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities, and maintaining focus
Additional Qualifications:
- Configure Azure Monitor, Log Analytics Workspaces, and Diagnostic Settings for telemetry ingestion.
- Create and manage alert rules and action groups for proactive anomaly detection.
- Query inventory and metadata using Azure Resource Graph.
- Automate reporting and telemetry integration via Microsoft Graph APIs.
- Integrate monitoring outputs with Logic Apps, Power Automate, or ServiceNow for automated workflows.
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.
