Cloud Solution Architect - Epic on Azure

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

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.
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 Cloud Solution Architect - Epic on Azure, 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.

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.

Customer Centricity

Plan and deliver proactive and reactive support including onsite presence as needed.

Work within a larger virtual account team to strengthen customer relationships and work on mobile-first, cloud-first strategies for immediate and long-term service delivery plans.

Identify and manage goals and opportunities across Azure to improve customer solution health, performance, and availability.

Drive and participate in proactive delivery management, spot performance issues, analyze problems, and provide solutions to meet customer needs.

Work with support teams, account teams, product engineering teams and other stakeholders to ensure a streamlined customer experience.

Apply lessons learned for continuous process and delivery improvement for the customer.

Engage in meetings with customers and account teams to articulate service offerings.

Share and gain knowledge through communities.

Contribute to on-call rotations to ensure a high quality of service for the critical incidents created by Support for Mission Critical customers.

Required/minimum qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 4+ years 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.

• • Storage
  • Networking
  • Compute
  • HDR (High availability and disaster recovery) features for IaaS components.
  • Experience with Azure PaaS, AVD, Identity, or Azure Security offerings is a plus.
• Demonstrate ability to develop strategic ongoing customer relationships to gain the trust and respect of customers.
• Proficient customer service skills, interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive account management, proven ability to handle difficult and sensitive situations involving the most critical and politically charged customer situations, lead projects and motivate others.
• Experience in systems management, network operations, software support, IT consulting, or related roles.
• Understanding of client/server, networking, and Internet technologies fundamentals.
• Ability to take on internal initiatives to create services opportunities, and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities, and maintaining focus.

Cloud Solution Architecture IC4 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $137,600 - $222,600 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.