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Are you a customer-obsessed, AI-curious problem-solver who thrives in an inclusive, collaborative global team? The Azure CXP team’s mission is to transform Microsoft Cloud customers into fans. Through our deep engineering engagements with customers and teams across Microsoft, we analyze and amplify customer needs and drive the vision to improve Cloud quality, security, and reliability. Our culture of growth mindset and empowerment are central to who we are and how we work. Every day, our customers stake their business and reputation on our cloud. You can help #AzCXP provide our customers with the world-class cloud services they need to succeed

Responsibilities

Lead a high-performing team that will directly support our Azure customers online to resolve critical and complex technical issues in a 24x7x365 environment. Strong operational rigor to deliver outstanding customer support resulting in exceptional customer satisfaction (CSAT).

• 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.

• start-up mindset to experiment with new ideas and continuously evolve the MSX role to increase business impacts. Create clarity and generate energy while leading teams through any changes.

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

• Ability to go technically deep across Azure services and actively seek solutions to customer needs. Communicate trends and key customer insights to leadership.

• Improving internal efficiency and customer happiness by finding opportunities to optimize existing processes and tools.

• Continual Engineering Improvement:

o 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 prioritized list of product improvement opportunities to eliminate top issues impacting customer experience.

o 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.

o 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:

o 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.

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

• People Management:

o Attract and build a diverse, customer-obsessed, and high-performing team from ground zero in Hyderabad- India. Balance the development of existing employees while bringing in new external and internal talent, and onboarding them seamlessly. Identify and develop technical and soft skills needed to deliver outstanding support and solutions to our customers.

o 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.

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

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

o Mentor, Coach and Enable team members in different career stages to accomplish their career goals and business objectives.

Qualifications

Bachelor’s degree in Computer Science or equivalent practical experience is highly desired. MBA optional.

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

Focus on delivering the right customer experience

Experience analyzing, troubleshooting, and providing solutions for technical issues

Demonstrated ability to recruit and develop global and diverse teams

Ability to innovate and drive change with a growth mindset

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

Deep understanding of cloud computing technologies on IaaS or PaaS is preferred.

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .