Support Engineering Manager

Bangalore, KA, India

Job’s Purpose:

We are looking for an experienced leader for the regional India business for Azure PaaS and Identity, that delivers technical support to our largest and most strategic Azure customers. The role will be the India regional Lead for the Azure PaaS and Identity business. To be successful, this role you will be truly customer obsessed, have strong operational focus and deep technical skills as well as the ability to partner with field support and sales teams, engineering groups, and other internal Microsoft organizations at the senior leadership level. You will attract and retain top technical talent and ensure that they are always ready to engage with our top customers on their most critical and complex solutions. This position has regional responsibilities and will reside in Bangalore, India.

 

 

Primary Job Functions:

  • Lead the regional Azure PaaS and Identity business to deliver world-class support with a customer obsessed team of deeply technical and highly motivated support engineers
  • Effectively partner across our global organization to achieve company priorities and delight customers who need support across the entire range of Azure services
  • Develop and maintain strong relationships with key technical and business leaders within the Azure Engineering Group to accelerate customer issue resolution and represent the voice of our most strategic customers

 

 

Responsibilities

Description of Role/Responsibility:

  • Provide global leadership and coordination in Customer Feedback, Hiring, Readiness, and collaboration with Azure Engineering
  • Ensure an effective workflow and feedback loop exists with your global peers to drive performance including closure on common process breakdowns as seen worldwide.
  • Assist with global escalation of issues connecting with customers as needed to show Microsoft commitment.
  • Develop, execute, and sustain mechanisms to drive positive customer service engagement and experiences.
  • Accountable for operational and business review scorecards and reporting to drive performance.
  • Drive stakeholder engagement with Azure Engineering
  • Identify both internal and customer facing tooling and documentation gaps
  • Directly manage a team of 200+ technical support engineers and their managers in India

Accountabilities:

  • Customer and Partner Experience (CPE) for Support Incident and Critical Situation (CritSit) cases
  • Employee Satisfaction, Professional and Technical Readiness and Performance
  • Feedback from Field and Key Stakeholders on effectiveness and quality of Engagement
  • Performance and stability of key operational metrics such as NSAT and Initial Response

Qualifications

Qualifications:

  • 8 years of related experience in a Microsoft Global Technical Support Center, Microsoft Services or customer service industry.
  • 4 years minimum experience as a Manager of Managers or equivalent
  • Knowledge managing in a Cloud/Services environment
  • Proven communication skills at the executive level internally and externally
  • Proven track record in the management of global service delivery operations
  • Strong technical background in Enterprise technologies and cloud services

 

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 every two years.

 

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

 

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. 

 

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