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Microsoft Support Engineering Manager 
Malaysia, Selangor, Sepang 
64058737

11.06.2024


Qualifications

Requirements
5+ years operational excellence, delivery management, account management, sales, or vendor management experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years operational excellence, delivery management, account management, sales, or vendor management experience.

  • 1+ year(s) experience of managing people.

You are expected to be accountable for some of Microsoft’s cloud services/products as listed below. However, your area of accountability may change depending on your specialty, background, or experience.

  • Microsoft Fabric
  • Azure Power BI
  • Azure Data Factory
  • Azure HDInsight
  • Azure Databricks
  • Azure Synapse
  • SQL Server

Desirable Experience

  • Strong customer service, communication, and interpersonal skills
  • Ability to set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve those goals.
  • Flexibility and ability to adapt to ambiguous and changing situations
  • Ability to manage high pressure situations

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.

People Management

  • You lead a team of product experts that solve complex customer technical issues by practicing leadership principles, driving accountability and attracting/ retaining great people.

Response and Resolution

  • You manage the customer relationship with regards to Technical Support and acting as an escalation point for Support Engineers to remove roadblocks.

Readiness

  • You ensure your team has the technical skills required to provide a great customer experience

Product/Process Improvement

  • You ensure your team understands the product feedback cycle and participte in case triage meetings. You identify the right resources to implement automization or tools.

Business Integration

  • You establish engagement strategy to promote effective collaboration across other teams and organizations to enable a great customer experience