PRINCIPAL SERVICE ENG MGR

Location: Sydney
Job Type: Full time
Salary:
Reference: 478072

Are you interested in working for one of the most exciting teams in Microsoft, relentlessly focused on customer needs and advancing Microsoft's cloud first strategy? Interested in a start-up environment, passionate about cloud computing technology and driving growth in one of Microsoft's core businesses? Then the Azure Customer Experience (CXP) Team is for you!

We are fundamentally changing how we deliver world-class support to our top Azure customers, and building a new global support and operations team to do it. We are looking for a customer-obsessed Support Lead to help us launch and grow a new team focused on delivering an extraordinary experience reinventing customer support. This is a unique role in the Azure CXP team following the 'Player-Coach' leadership principal with 50% customer engagement, handling hands-on complex support issues, and 50% managing and coaching a team of Azure Cloud Engineers in supporting our top Azure customers. This role requires strong operational, leadership, and technical skills to manage a team of engineers responsible for providing world class support to our customers. You will work with industry leading companies and directly partner with engineering teams within Azure to deliver solutions and new capabilities, leading a team of highly skilled engineers delivering support for our customers’ most mission critical Azure deployments.

Responsibilities

  • Hands-on Support:

  • Directly support our top Azure customers and resolve critical and complex technical issues in a 24x7x365 global support delivery team. Take your deep technical and product expertise and combine it with your understanding of our customer’s needs to solve their complex business challenges.

  • Ability to quickly identify customer issues to specific Azure Services or Azure Platform; and being able to conduct in-depth diagnostics on Azure platform and services.

  • Work with Azure engineering teams to not only support but deliver solutions and new capabilities for our customers most mission critical Azure deployments. Relentlessly champion and advocate for our customers in representing their issues to engineering teams and be a change agent to develop innovative ways to resolve their issues. Being encourage by the team around you to go above and beyond to delight the customer.

  • Apply an engineering mindset to eliminate top issues impacting customer experience across large and strategic sets of customers. As a member of the product engineering team you will use your engineering skills to improve Azure, based on customer feedback and insights gained while supporting them.

  • Build new tools and automation to solve customer problems. You will also develop tools and scripts to automate troubleshooting and diagnostics activities.

  • Contribute in forums and develop self-help documentation and quick "How To" videos

  • Participate in recruiting and ramping up a global support team for our top customers

  • Coach/mentor new hires.

  • Work on critical, highly complex customer scenarios that span across multiple Azure services

  • Develop and present training. Help establish a real-time readiness model for the team by constantly updating training & readiness content as the cloud technology evolves.

  • Act as a technical escalation point within the team

  • Work with leadership on process improvement and strategic initiatives.

  • Lead a Customer Obsessed Support Delivery Team:

  • Lead a high-performing team that will directly support our top Azure customer and resolve critical and complex technical issues in a 24x7x365 environment. Align team efforts to deliver world-class support to meet our customer's requirements.

  • Enable a customer obsessed environment where team members can relentlessly champion and advocate for our customers in representing their issues to engineering teams and be a change agent to develop innovative ways to resolve their issues.

  • Build a team culture that thrives on customer obsession, where team members go above and beyond their immediate issue at hand to delight the customer and can predict and resolve the next issue before the customer reports it.

  • Continual Engineering Improvement:

  • Build a framework where the team not only works closely with Azure engineering teams to support customers with their complex issues but invests in engineering practices such as daily scrum and triage meetings to deeply understand platform gaps based on feedback from customers, and insights gained while supporting them. And then collaborate with engineering teams across Azure based on a prioritize list of product improvement opportunities to eliminate top issues impacting customer experience.

  • Create standards and best practices that simplify and optimize support capabilities, and drive adoption across multiple service teams across Azure, as well as to our broader Azure support delivery teams.

  • Create an environment that fosters innovative approaches to automating customer solutions. Establish tight integration with Cloud Engineering System to continually improve the Azure support tooling and diagnostics capabilities.

  • Support Readiness:

  • Foster an environment where support engineers are onboarded with the right balance of technical depth and breadth, so they can support a broad range of complex scenarios.

  • Establish a readiness framework where support engineers are abreast of latest technologies in a constantly changing environment.

  • People Management:

  • Attract and build a diverse, high-performing team with capabilities needed to achieve current and future business objectives. Balance the development of existing employees while bringing in new external and internal talent. Identify and develop technical and soft skills needed to deliver outstanding support and solutions to our customers.

  • Create an inclusive work environment where every employee can effectively engage and wants to be part of the team. Provide ongoing feedback that helps direct reports improve their performance. Promote a positive environment across the organization by modeling behavior that promotes good morale.

  • Leverage resources to help employees develop skills and support their career interests.

  • Remove barriers to agility to enable the team to shift priorities quickly without losing productivity.

Qualifications

  • 5+ years of experience delivering solutions and support to enterprise customers

  • 2+ years of experience managing and leading highly technical teams in a fast-paced environment.

  • Technical BS degree, Computer Science or Math background highly desired. MBA optional

  • Knowledge of modern engineering practices such as Agile, Lean etc.

  • Strong passion and focus on delivering the right customer experience

  • Demonstrated ability to recruit and develop global teams

  • Ability to innovate and drive change

  • Ability to build a deep technical relationship with internal teams and customers

  • Deep understanding of cloud computing technologies across Windows and Linux, with demonstrated hands-on experience on one or more of the following domains:

  • Azure Core Platform: Compute, Storage, Networking

  • Data Platform: SQL, Azure DB

  • Application development & debugging experience: C/C++/C#, Python, Node.JS, etc.

  • Azure Application Development or support experiences with Azure PaaS services (Redis Cache, Service Bus, Event Hub, Cloud Service, IoT suite, Mobile Apps, etc.)

  • Website troubleshooting & coding experience: IIS, Azure Web Apps, PHP, Apache, Tomcat, WordPress, etc.

  • Bigdata: HDInsight/Hadoop, Machine Learning, Azure Stream Analytics

  • Identity and Authentication: SSO/Federation, AD/Azure AD etc.

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:

  • Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

#AZCXP

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.