Cloud Solution Architect

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With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.

Do you have a passion for Azure IaaS and using best-in-class tools created by Microsoft? Are you looking for a role where you can interact directly with large enterprise customers to improve the stability and performance of the solutions they are deploying in Azure? 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.

This role is flexible in that you can work up to 50% 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.

Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.

• Azure IaaS related experience is required. Breadth of technical experience and knowledge, with depth / Subject Matter Expertise in one or more of the following Azure IaaS areas is expected:
  • Azure IaaS
  • Storage
  • Networking
  • Compute
  • High availability and disaster recovery features for IaaS components.
• Working experience with developing, debugging, performance tuning and supporting any of the following:
  • Dev Ops and knowledge of Azure Web Apps/App Services, Web Application Firewall
  • Azure PaaS, Service Fabric, Azure App Services
  • AKS, Key Vault, Managed Service Identity, Azure AD App Authentication/OAuth
  • Kubernetes Services/Containers
• API Management, API Connections
• Logic Apps/Function Apps
• Notification Hubs
• C#, .NET Framework/.NET Core, Java, Python or related

• Experience with troubleshooting, configuring and supporting Network and Hybrid scenarios
• Use trace analysis, debug skills, source code, and other proprietary tools, to analyze problems and develop solutions to meet customer needs; this may involve writing code
• Solid understanding of client/server, networking, and Internet technologies fundamentals.
• Understanding of n-tier solutions
• Experience in systems management, network operations, software support, IT consulting, or related roles.
• Solid understanding of client/server, networking, and Internet technologies fundamentals.
• The ability to handle customer critical issues and work in difficult situations.
• Demonstrate a strong ability to develop strategic ongoing customer relationships to gain the trust and respect of customers.

• Responsible for delivering Support Mission Critical Service offerings, collaborating with CSU (including CSAs, CSAMs), CSS, CxP, Engineering, and other teams as needed. This role ensures a cohesive, cross-delivery organizational experience for customers on their critical workloads, while showcasing progress, evolution, and improvements as outcomes.
• Direct accountability to lead the Proactive Resiliency Efforts, coordinate with other teams on the Accelerated Incident Resolution, and Monitoring & Observability features of an offering.
• Proactive Resiliency: Lead technical engagement with specific workloads that prioritizes Reliability, Security, Supportability, Manageability, and Monitoring and Observability.
• Coordinating the onboarding phase which includes the Consolidated Assessment Week Delivery.
• Remediate proactive recommendations for the specified workloads identified
• Plan and implement both a Workload-Specific Service Improvement Plan and a Customer Success Plan
• Accelerated Incident Resolution: Awareness and visibility into critical incidents to ensure RCAs and recommendations are captured and linked to Proactive Resiliency efforts.
• Monitoring & Observability: Collaborate with CxP resources when engaged to help onboard the customer efficiently and effectively, prioritizing customer experience and effort, as well as drive customer-owned monitoring to enable and improve customer’s observability capabilities.
• Cross-Team Leadership: Build partnership with CSAM to ensure roles are clearly understood and responsibilities are established, maintaining partnership throughout contract and relying on CSAM for account escalation. Coordinate with the leads of the Accelerated Incident Resolution work stream and, when required, the Proactive Monitoring work stream with our CxP partners.
  • Collaborate with support and stakeholders to ensure there is a comprehensive, up-to-date KnowMe available across CxP and CSS.
  • Work with CxP to request, augment with KnowMe, and share RCAs to customer