Cloud Solution Architect - Azure-Infra

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With over 18,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

In the Customer Success team, we are looking for people with a passion for delivering customer success. As a Cloud Solution Architect Azure Infra, you will run a team who enable 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.

Support for Mission Critical (SfMC) 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.

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.

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

  • Networking

  • 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:

• Must have outstanding customer service skills with excellent oral and written communication skills as well as experience providing training to peers or customers.Flexibility in being able to drive a conversation with all tiers from the customer's IT organization and shift from technical mindset to business and strategy mindset.

• 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.

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

• Certification in Microsoft and other Cloud Technologies.

• Responsible for delivering Support Mission Critical Service offerings, collaborating with CSU (including Cloud Solution Architects, Customer Success Account Managers), Customer Service and Support (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.
• 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