Cloud Solution Architect - Azure | Support for Mission Critical
Microsoft
Cloud Solution Architect - Azure | Support for Mission Critical
Tokyo, Tokyo-to, Japan
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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.
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.
Job Purpose: Support for Mission-Critical Operations
This role is designed to provide specialized technical support for high-impact customer environments where system reliability and performance are essential. The successful candidate will join a dedicated team focused on ensuring operational continuity and delivering tailored solutions that meet the unique needs of mission-critical workloads.
Key responsibilities include:
Enhancing system stability and uptime through proactive monitoring and issue resolution.
Collaborating with cross-functional teams to design and implement support strategies aligned with customer goals.
Driving continuous improvement by identifying risks, proposing mitigation plans, and contributing to service optimization.
Supporting onboarding and transition efforts for new customers or systems requiring elevated support.
Engaging in strategic planning and feedback loops to evolve support offerings and improve customer outcomes.
This position is ideal for professionals who thrive in fast-paced, high-responsibility environments and are committed to delivering exceptional service and technical excellence.
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.
Qualifications
Required Qualifications
- Bachelor’s degree in Computer Science, Information Technology, Engineering, Business, or a related field, along with substantial experience in cloud/infrastructure technologies, IT consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting. Equivalent experience may also be considered.
- Proven experience with Azure IaaS/PaaS is required. A broad technical background is expected, with deep subject matter expertise in one or more of the following Azure areas:
- Azure IaaS
- Azure PaaS: Application Services (e.g., App Service, AKS, Logic Apps)
- Azure Data Services: Relational Databases, Azure Synapse Analytics, etc.
- Programming experience in C#, .NET Framework/.NET Core, Java, Python, or related technologies
- Demonstrated ability to build strategic, long-term customer relationships and earn trust and respect through consistent engagement.
Preferred Qualifications
- Exceptional customer service skills, with strong oral and written communication abilities. Experience in delivering training to peers or customers is a plus.
- Ability to engage effectively across all levels of a customer’s IT organization, shifting seamlessly between technical discussions and business/strategic conversations.
- Strong interpersonal and leadership skills, with the ability to work with diverse audiences including technical professionals, engineers, developers, architects, executives, and management teams—both within customer organizations and Microsoft.
- Proven capability to manage critical technical issues and navigate challenging support scenarios.
- Certifications in Microsoft and other cloud technologies are highly desirable.
Responsibilities
- Responsible for delivering mission-critical support offerings, collaborating across solution architecture, customer success, support, engineering, and other relevant teams. This role ensures a cohesive, cross-functional experience for customers managing critical workloads, while demonstrating progress, evolution, and improvements as measurable outcomes.
- Direct accountability includes leading proactive resiliency efforts, coordinating accelerated incident resolution, and enhancing monitoring and observability capabilities.
- Proactive Resiliency: Lead technical engagement for prioritized workloads, focusing on reliability, security, supportability, manageability, and observability.
- Accelerated Incident Resolution: Maintain awareness and visibility into critical incidents, ensuring root cause analyses and recommendations are captured and aligned with resiliency efforts.
- Monitoring & Observability: Support onboarding and enablement of customer-owned monitoring solutions to improve observability and customer experience.
Cross-Team Leadership: Foster partnerships to clarify roles and responsibilities across account management and escalation paths. Coordinate with leads of incident resolution and proactive monitoring workstreams to ensure alignment and continuity.
Collaborate with support and stakeholders to maintain comprehensive, up-to-date knowledge resources. Facilitate the sharing of incident analyses and recommendations to customers through structured documentation.