Microsoft Senior Customer Experience Engineering Manager 

United Kingdom, England 

660497903

Drive operational excellence, including ACE direct case ownership, improved Time to Mitigate (TTM) and ACE Problem Resolution Owner function.

5+ years of experience delivering solutions and support to enterprise customers

3+ years of experience managing and leading highly technical teams in a fast-paced environment

Bachelor's degree in Computer Science, Information Technology, Engineering or related field

1+ years experience with cloud computing technologies; Azure Cloud preferred

Strong communication skills with executive presence, including the ability to hold CxO and BDM level discussions, exceptional interpersonal, verbal, written and presentation skills required

Knowledge of modern engineering practices such as Agile, Lean, etc.

Ability to innovate and drive change

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.

Lead a Customer Obsessed Support Delivery Team:

• Lead a high-performing team that will directly support our top Azure customers and resolve critical and complex technical issues in a 24x7x365 environment. Align team efforts to deliver world-class support to meet our customer's requirements.
• 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.
• Build a team culture that thrives on customer obsession, where team members go above and beyond their immediate issue at hand to delight the customer and can predict and resolve the next issue before the customer reports it.

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 prioritize 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.

• Attract and build a diverse, high-performing team with capabilities needed to achieve current and future business objectives. Balance the development of existing employees while bringing in new external and internal talent. 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.
• Drive up-leveling of team’s technical skills
• Build and develop ACE Technical Subject Matter Expertise to effectively address complex problems
• 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.