Microsoft Support Engineering Manager 

Malaysia, Selangor, Sepang 

64058737

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