Senior Azure Cloud Engineering Lead Microsoft
Redmond, WA

Job Description

Would you like to join one of the fastest-growing teams within Microsoft Azure Engineering? Are you customer-obsessed, constantly looking for ways to improve customer experience? Are you passionate about cloud computing and love the challenge of solving complex technical problems? Are you interested in a start-up environment, building and leading a new team from scratch?

Come join us and surround yourself with people who are passionate about cloud computing, believe that extraordinary support is critical to customer success, and are fundamentally changing how we deliver support to our Azure customers transforming them into being Azure fans.

We are Azure Cloud Engineering (ACE) - a global Azure Engineering team, part of Azure Customer Experience Team (Azure CXP) that is customer-obsessed, support engaged, and with an engineering mindset. We are looking for a customer-obsessed, Senior Azure Cloud Engineering Lead for our Online Support ACE team in Redmond, WA.

This role requires strong operational, strategic and people leadership, with deep technical skills in cloud technologies to manage a team of engineers responsible for providing world class support. You will partner with engineering teams within Azure to deliver solutions and new capabilities, leading a team of highly skilled engineers delivering support.

This role requires strong business and people leadership coupled with deep technical background to manage a team of highly skilled Azure Cloud Engineers responsible for providing world class support to our Azure Gov customers. We are looking for:

* 8+ years of experience delivering solutions and support to enterprise customers.
* 3+ years of experience building, managing and leading highly technical, customer-facing team in a fast-paced environment.

Preferred 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
* Strong passion and 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.

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 #AZCXPACE #AZCXPOS

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.

* Lead a Customer Obsessed Support Delivery Team:
* 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 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.
* Have a start-up mindset to experiment new ideas and continuously evolve the ACE role to increase business impacts. Create clarity and generate energy while leading team 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:
* 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.
* 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, customer-obsessed, and high-performing team from ground zero in Atlanta - GA. 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.
* 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.
* Mentor, Coach and Enable team members in different career stages to accomplish their career goals and business objectives.