Trusted Advisor & Customer Advocacy

• Act as a trusted technical advisor, helping customers improve the reliability, resiliency, security, performance, and operational maturity of mission-critical workloads running on Azure.

• Advise customers and stakeholders on architecture, operations, and best practices aligned with the Azure Well-Architected Framework.

• Actively listen to and understand customer priorities, advocate on their behalf within Microsoft, and drive outcomes measured through customer satisfaction, operational excellence, and business impact.

• Build strong technical relationships with customers and Microsoft stakeholders, establishing credibility through deep technical expertise and trusted guidance.

• Communicate complex technical concepts and recommendations in clear, actionable terms to both technical and executive audiences.

Incident Leadership & Operational Excellence

• Lead complex troubleshooting efforts across infrastructure, platform, and application layers, including critical and high-severity incidents.

• Operate effectively in high-stakes, customer-impacting incidents, combining platform expertise and customer business context to accelerate mitigation, recovery, and restoration of service.

• Facilitate Root Cause Analysis (RCA) activities for critical incidents, helping customers identify corrective and preventative actions that reduce future risk.

• Analyze support cases, operational telemetry, incident trends, and platform events to identify recurring risks and recommend proactive remediation measures.

• Drive reduction of reactive operational demand through reliability-focused recommendations, operational maturity improvements, resiliency best practices, and service optimization initiatives.

• Promote operational excellence across reliability, availability, security, performance, recoverability, and capacity management.

Proactive Risk Management & Continuous Improvement

• Perform proactive health assessments, risk reviews, and operational analysis to identify opportunities for improvement and escalation prevention.

• Maintain a culture of curiosity by looking beyond immediate symptoms and root causes to understand systemic factors, historical decisions, and operational patterns that drive long-term improvements.

• Correlate customer requirements, operational events, and platform signals into actionable recommendations with clear accountability and ownership.

• Drive operational maturity through recommendations for observability, monitoring, automation, governance, reliability engineering practices, disaster recovery preparedness, and service management processes.

• Utilize telemetry, monitoring platforms, observability tools, and query languages to investigate issues, identify trends, and develop actionable insights.

Customer Engagement & Service Delivery

• Develop and maintain deep technical understanding of assigned customer environments, architectures, dependencies, and mission-critical workloads.

• Create and maintain customer knowledge documentation, operational records (KnowMe), and workload profiles.

• Deliver onboarding assessments and help define service delivery and improvement plans aligned with customer objectives.

• Scope technical engagements, facilitate discussions on workstreams, prioritize recommendations, and align stakeholders on action plans and expected outcomes.

• Track remediation progress and drive alignment across customers and Microsoft stakeholders.

Global Collaboration & Stakeholder Management

• Operate effectively within a global follow-the-sun support model, collaborating with teams across multiple regions and time zones to ensure continuity of service for mission-critical workloads.

• Maintain awareness of ongoing customer engagements, incidents, escalations, and engineering activities occurring outside local business hours, incorporating relevant developments into ongoing service delivery.

• Drive effective cross-time-zone coordination through structured handoffs, action tracking, stakeholder alignment, and knowledge sharing.

• Build strong partnerships across Microsoft Engineering, Support, Customer Success, Product Groups, and other stakeholders to accelerate issue resolution and drive customer outcomes.

• Communicate complex technical and operational topics clearly across diverse technical, business, and cultural audiences.

• Establish trusted technical relationships with both customers and Microsoft stakeholders, enabling effective collaboration during critical incidents, proactive engagements, and strategic initiatives.

• Build and strengthen partnerships across Microsoft teams, including Engineering, Azure Engineering Direct (AED), Azure Rapid Response (ARR), Customer Success Account Managers (CSAMs), Support, and other stakeholders.

• Collaborate effectively across teams, cultures, and organizational boundaries to drive customer success and operational improvements.

Success Measures

Success in this role is measured through:

• Improvements in workload reliability, resiliency, security, and operational maturity.

• Adoption of recommended architecture, operational practices, and remediation plans.

• Reduction in customer-impacting incidents, repeat escalations, and operational risk.

• Faster mitigation and recovery of critical incidents.

• Effective coordination across global teams, ensuring seamless customer support and operational continuity across regions and time zones.

• Increased customer satisfaction and trusted advisor influence.

• Positive business outcomes through improvements in reliability, security, performance, capacity management, and service resilience.