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.

We are looking for a highly motivated and passionate Cloud Solution Architect (CSA) focusing on ABS Modern work to join the Customer Success Team. As part of this role. you will be responsible for technical Customer engagements, working with the most challenging and exciting projects within Microsoft Cloud & on prem customer base part of ABS SA. This customer-facing position is a hands-on technical role spanning across design, build, and operations with a focus on issue. The role requires coaching team members to focus on customer experience through efficient delivery, driving adherence to Microsoft standards and recommended practices, and providing a holistic perspective of customer challenges and competitor architectures. The role is within the CSA Global Delivery team. It is a centralized group consisting of both full-time employees (FTEs) and Vendor CSAs dedicated to enhancing the customer's experience with Microsoft as they transition to hybrid/public cloud solutions.

Microsoft Endpoint CSA (Intune CSA) will be responsible for managing and maintaining various Microsoft Intune environment and play a vital role in ensuring effective deployment, configuration, migration and ongoing management of Microsoft Intune for devices to maintain its security and compliance which includes -

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.

Customer Centricity

· Gathers customer/partner insights (e.g., feedback around technical preferences, environments, business needs, competitive landscape), and maps architecture and digital transformation solutions to customer/partner business outcomes. Acts as the voice of the customer (VOC)/partner by driving new feedback, insights, and resources across internal teams to add and prioritize. Represents the customer/partner to internal teams (e.g., Engineering) to shape products and services by providing insights across the territory. Advocates for the customer/partner at all opportunities and shares customer success stories with the wider internal team.

· Guides other team members to focus on customer/partner experience through efficient delivery and ensuring a seamless and connected customer experience. Supports definition of customer/partner conditions of success. Anticipates customer/partner dissatisfaction and unmet needs and executes strategies to improve experience, value realization, and acceleration of customer transformation.

· Actively listens and respectfully challenges customers/partners when going in the wrong direction, presents insights and alternatives, and takes action appropriately.



Business Impact

· 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.


Technical Leadership

· Demonstrate the capability to act as CSA Pod Lead with ability to drive planning and delivery of Pod team by engaging CSAM and ATU, manage customer relationship by conducting monthly engagement reviews and assuring quality and be accountable for capacity planning, hiring, skilling and utilization of Pod members.

· Proactively develops technical and professional learning and development plan in alignment with and support from their manager. Role models effective technical readiness. Acts as a mentor and role model to less experienced colleagues to educate them on technical and non-technical concepts. Participates in development opportunities (e.g., Ready, Build, Ignite).

· Shares ideas, insights, and strategic technical input with technical teams, internal communities across the field, and the larger virtual team across Microsoft using a thorough knowledge of specific Microsoft products and their context in the competitive landscape. Participates in external technical community events (e.g., conferences, seminars, technical meetups, Webcasts, blogs, hackathons) and shares learnings with the internal team.

· Generates new ideas for changes and improvements to existing intellectual property (IP), technologies, and processes for designated customers/partners. Drives opportunities for IP reuse, best practice sharing, and consumption acceleration. Proactively identifies gaps through delivery and communicating those gaps to others (e.g., Leadership, managed intellectual property [MIP], Design, and Governance). Applies subject matter expertise to develop new IP that fills identified gaps

Important key criteria:

• Should have potential to scale as CSA Pod Lead with ability to lead planning and delivery of vendor Pod team by engaging account team

• Manage customer relationship by conducting monthly engagement reviews and assuring quality and be accountable for capacity planning, hiring, skilling and utilization of Pod members.

Overall activities/responsibilities with Client (not limited to only below):
• 100% Technical Leadership quality and handling escalations.
• Conversing with stakeholders/business/application owners.
• Driving troubleshooting and providing clear action plans, follow up to closure.
• Collaborating & Partnering with team members internally & externally.

Required Qualifications:

Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 4+ years 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.

Breadth of technical experience and knowledge, with depth / Subject Matter Expertise in Windows & Cloud Endpoints like AVD\W365\Microsoft Intune\ConfigMgr, Azure Active Directory, and other cloud-based and AI services and platforms.
The role requires in-depth knowledge in several of the following technology areas:

 Ability to Configure, implement and troubleshooting skills around Intune Enrolment, Policy\Profile deployment, Application Management, Device compliance, Device Configuration, Endpoint Security Profiles\Polices and Intune reporting to ensure compliance with organizational standards and security requirements.
 Deep knowledge of solution architecture, design, implementation, and/or support of Cloud /collaboration/unified environments.
 Experience with Windows 10\11, iOS, Android, and MacOS devices, as well as their configuration and management options in both Intune service & client\Device perspective.
 Awareness on Linux onboarding to Intune
 Good knowledge in Windows 365 Cloud PCs, AVD
 Awareness on Copilot and Copilot in Intune.
 Experience with Mobile Device Management and Mobile Application Management in Intune. Fair understanding of third-party solutions (Airwatch, Mobile Iron, Munki tool etc)
 Experience with Migrations to Intune example: - Migrating JAMF to Intune to manage MAC devices, MAC app migration to Intune.
 Proficient in Skills related to Intune like – Conditional Access, Scripts & remediations, Group Policy Analytics, Proactive remediation, Autopilot, Log analytics workspace, Autopatch, Windows Update for Business Reports, Co-management Workloads.
 Excellent in Intune Suite - Advanced Analytics, Remote Help, Endpoint Privilege Management, Microsoft Tunnel for Mobile App Management, Advanced App Management, Specialty device management, Awareness on Intune Cloud PKI.
 Stay up to date with Microsoft Intune updates, new features, and industry trends to provide recommendations for improvements and enhancements.
 Good knowledge around Azure Identity and Access management - Azure Entra ID
 Microsoft Graph API skills & ready to customize solutions around Intune Management & reporting along with PowerBI\dashboard Integration and experience in KQL queries for Log Analytics ex: WufB reports.
 Experience in System Center Configuration manager features and capabilities including OSD.
 Level 300-400 Troubleshooting skills in SCCM.
 SCCM & Intune – Co-management & Migration Skills.
 Familiarity with networking concepts and protocols, such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
 Understanding of HTTP/HTTPS, including the ability to capture and interpret Fiddler traces.
 Experience in leading the planning, design, presentation\training delivery, and implementation of solutions to meet customer, business, and technical objective.
 Excels in out-of-the-box thinking, possesses a strong eagerness to learn, and demonstrates exceptional problem-solving skills
 Understanding of cloud endpoints, principles of Zero Trust, Windows Hello for Business, Windows 10\11, Windows 365, AVD, 3rd Party Integration with Intune, automating with Intune leveraging - Azure Logic Apps, Powershell, GraphAPI, Power Automate.

Non-Technical/Soft Skills:
• Experience speaking to Business decision makers about Microsoft Intune capabilities and cloud Endpoints Management Architecture.
• Presentation Skills.
• Ability to handle tough situations/spots.
• Commitment/ownership/accountability.
• Confident/Authoritative in handling customers/clients.
• Ability to propose delivery roadmap based on opportunities.
• Thrive to learn constantly.

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.