We are looking for passionate candidates with experience deploying cloud services for large organizations to help lead a team of Advanced Cloud Engineers (ACE) aligned to customers APAC region. This role is ideal for someone who is passionate about deploying or supporting cloud services with knowledge of usage patterns for these services.

Responsibilities

The purpose of this role  

ACEs for online support are connected to large customers to closely monitor and respond to customer questions, representing Microsoft and M365 Engineering in these interactions. They will also be the voice of the customer and have a strong connection into M365 service teams, to identify recurring issues and feature requests to drive product improvements. As the team manager, you will provide hands-on leadership, prioritize support activities, and monitor data to ensure customer satisfaction. You will also lead customer onboarding conversations and handle escalations that come up.

• Manage team of Advanced Cloud Engineers to support M365 customers in close conjunction with engineering. Team members will be across several countries in APAC.
• Lead responsibility for designated customers’ experience with Microsoft Support.
• Ability to go technically deep across M365 services (at least level 200-300), and actively seek solutions to customer needs and communicate trends to leadership.
• Improve internal efficiency and customer happiness by finding opportunities to optimize existing processes and tools.
• Build a close working relationship with the internal teams related to assigned service areas (ie, Messaging, Collaboration, Device Management, Admin), to leverage in case of escalations, as well as to drive product improvements.

Qualifications

What skills do you need to have?  

There will be many opportunities for you to learn and grow into this role and Microsoft. However, to be able to best deliver on the purpose of this role, these are the core skills and experiences you should have on day one: 

• Experience working with Cloud-specific solutions, application development and deployment
• Proven experience of working with customers on Cloud specific solutions, application development and deployment; a minimum of 2 years’ experience in lead or management role
• Bachelor's degree in Information Science, Information Technology, Computer Science Engineering or Mathematics or equivalent work experience
• Experience analyzing, troubleshooting, and providing solutions for technical issues
• Proven track record of building high performing and diverse technical teams
• Certification in Microsoft and/or competing Cloud Technologies strongly preferred. Can include MSCE in Cloud Platform and Infrastructure, Core Infrastructure, Mobility or Productivity