Overview
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.
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. Maximize the reliability, resiliency and security of the customer’s mission critical workload via programmatic full care support, to enable customer goals. Through a designated team of technical experts, deep insights and advanced service capabilities, we achieve incident SfMC Mission & Priorities prevention and expedited time to mitigation.
As a Cloud Solution Architect Azure Infra in the Mission Critical Support Area, you will work in a strong team which enables enterprise customers to achieve their outcomes, based on their investments in Microsoft technology. Leveraging your leading technical team’s expertise, you will drive the team to ensure customers get value from their MS investments. Microsoft aspires to help our customers architect and deploy first class cloud infrastructure solutions in Azure to be AI Ready by applying scalable best practices in the cloud with Cloud Adoption Framework (CAF) and Well-Architected Framework (WAF). Azure is the most comprehensive, innovative, and flexible cloud platform today and Microsoft is hiring professionals that will drive customer cloud adoption for AI Innovation within the most important companies in the market.
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 the Customer Success Organisation "CSU" (including CSAs, Customer Success Account Managers, Account Executives...), Customer Service and Support, Customer Experience Team, 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, Security and Cost Efficiency 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.
- Accelerated 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.
- Collaborate with support and stakeholders to ensure there is a comprehensive, up-to-date KnowMe available across CxP and CSS. Work with CxP to request, augment with KnowMe, and share RCAs to customer.
Qualifications
Required Qualifications:
- Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or related field and significant 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.
- 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
- Compute
- High availability and disaster recovery features for IaaS components.
- 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 Firewall , Azure PaaS, Service Fabric, Azure App Services, AKS, Key Vault, Managed Service Identity, Azure AD App Authentication/OAuth Kubernetes Services/Containers , API Management, API Connections , Logic Apps/Function Apps , Notification Hubs , C#, .NET Framework/.NET Core, Java, Python or related
- Demonstrate a strong ability to develop strategic ongoing customer relationships to gain the trust and respect of customers.
Preferred Qualifications:
- Certification in Microsoft and other Cloud Technologies.
Cloud Solution Architecture IC4 - The typical base pay range for this role across Germany is € 81,500.00 - € 122,300.00 per year. Certain roles may be eligible for benefits and other compensation.
Find additional benefits and pay information here: https://careers.microsoft.com/v2/global/en/corporate-pay/germany-corporate-pay.html
Cloud Solution Architecture IC4 - The typical base pay range for this role across Germany is € 81,500.00 - € 122,300.00 per year. Certain roles may be eligible for benefits and other compensation.
Find additional benefits and pay information here: https://careers.microsoft.com/v2/global/en/corporate-pay/germany-corporate-pay.html
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about **requesting accommodations.**