Cloud Solution Architect - Modern Work

Do you have an interest in Microsoft Modern Work Solution and using best-in-class tools created by Microsoft? Are you looking for a role where you can interact directly with large enterprise customers with complex needs and objectives? Do you want to join one of Microsoft's fastest growing businesses? If so, we are looking for you!

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.

We are seeking a Cloud Solution Architect - Modern Work, to join our team.

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.

• Build long-term Trusted Relationships with customer Decision Makers, including their Chief Technology and Information Officers, and decision makers within the customer’s business units.
• Proven leadership and executive presence in person. Manage customer communication throughout critical incidents handling, especially toward C-level executives.
• Broad knowledge of the Microsoft Modern Work Solution specifically Exchange Online, Endpoint Manager or Teams
• Demonstrate prior technical leadership to drive delivery teams to attend to customer expectations about providing workaround and help customers solve their technical issues as quickly as possible.
• Effectively orchestrate and bridge the delivery through cross-functional teams, providing operational guidance to the delivery teams.
• Lead an executive committee meeting with customer stakeholders to monitor delivery progress and customer support experience, promoting a proactive agenda.
• Provide detailed reviews of service disruptions, metrics, and risk management.
• Ensure Key workload environments remain operationally healthy.
• Remove blockers through delivery chain such as engagement on the onboarding assessments to build the know-ME factor, proactive services, adoption of recommended practices and so on.
• Drive change management to the customer´s team move from reactive to proactive approach.
• Ensure Root Cause Analysis findings and remediation plans are integrated into Proactive Support Delivery Projects.
• Lead discussions with the customer operational teams to follow up progress of reactive incidents and proactive activities.
• Assist and help the customer with addressing any technical delivery concerns/questions related to Microsoft technologies and act as a customer single point of contact for any critical issue/escalation.
• Support the Customer Success Account Management team joining monthly service review meetings with the customer when necessary to provide progress update of technical ongoing activities.
• Lead Monthly steering committee meeting with the account team to monitor support experience and follow up the delivery progress, existing blockers, required actions and support needed.
• Escalation and tracking of support cases.
• Alignment with Customer Success Account Managers to define proactive activities agenda.
• Attend and participate in the environment’s scheduled changes when required by customers.
• Contribute to on-call rotations to ensure a high quality of service for critical incidents created by Support for Mission Critical customers.

Other

• Embody our culture and values