Cloud Solution Architect - Teams

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

The Global Customer Success (GCS) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.

Do you have a passion for Security & Identity and using best-in-class tools created by Microsoft? Are you looking for a role where you can interact directly with large enterprise customers in implementing Microsoft''s security and identity solution spanning on-premises and cloud-based capabilities, creating a single user identity for authentication and authorization to all resources, regardless of location? Do you want to join one of Microsoft''s fastest growing businesses? If so, we are looking for you!

We are seeking a Cloud Solution Architect - Teams, to join our team!

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.

This role is flexible in that you can work up to 100% 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.

• Build long-term Trusted Relationships with senior customer Decision Makers, including their Chief Technology and Information Officers, and decision makers within the customer's business units.
• Manage customer communication throughout critical incidents handling, especially toward C-level executives.
• Broad knowledge of the Microsoft Modern Work Solution (primarily Teams).
• Demonstrate prior technical leadership to drive delivery teams for attending customer expectation about providing workaround and help customers solve their technical issues as quick as possible.
• Effectively orchestrate and bridge the delivery through cross-functional teams, providing operational guidance to the delivery teams.
• Lead 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 as well.
• Assist and help the customer on addressing any technical delivery concerns/questions related to Microsoft technologies and acts as customer single point of contact for any critical issue/escalation.
• Support Customer Success Account Management team joining monthly service review meeting 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 on environment's scheduled changes when required by customer.
• Contribute to on-call rotations to ensure a high quality of service for critical incidents created by Support for Mission Critical customers.
• Embody our culture and values