Cloud Solutions Expert

7 days ago

Old Toronto, Ontario, Canada Microsoft Full time

Job Summary

We are seeking a highly skilled Cloud Solution Architect - Modern Work to join our team at Microsoft. As a key technical resource for our customers, you will be responsible for delivering proactive services, including education workshops, assessments, and tailored guidance. You will work closely with Microsoft Support to expedite incident resolution and provide exceptional customer support.

Key Responsibilities

  • Build Long-Term Relationships: Establish and maintain strong relationships with customer decision-makers, including Chief Technology and Information Officers, and decision-makers within the customer's business units.
  • Leadership and Executive Presence: Demonstrate proven leadership and executive presence in person, managing customer communication throughout critical incidents, especially towards C-level executives.
  • Technical Expertise: Possess broad knowledge of the Microsoft Modern Work Solution, specifically Exchange Online, Endpoint Manager, or Teams.
  • Technical Leadership: Demonstrate prior technical leadership to drive delivery teams to attend to customer expectations about providing workarounds and helping customers solve technical issues as quickly as possible.
  • Operational Guidance: Effectively orchestrate and bridge the delivery through cross-functional teams, providing operational guidance to the delivery teams.
  • Executive Committee Meetings: Lead executive committee meetings with customer stakeholders to monitor delivery progress and customer support experience, promoting a proactive agenda.
  • Service Disruptions: Provide detailed reviews of service disruptions, metrics, and risk management.
  • Workload Environments: Ensure key workload environments remain operationally healthy.
  • Blockers Removal: Remove blockers through the delivery chain, such as engagement on onboarding assessments to build the know-ME factor, proactive services, adoption of recommended practices, and so on.
  • Change Management: Drive change management to the customer's team to move from a reactive to a proactive approach.
  • Root Cause Analysis: Ensure Root Cause Analysis findings and remediation plans are integrated into Proactive Support Delivery Projects.
  • Customer Support: Lead discussions with the customer operational teams to follow up on progress of reactive incidents and proactive activities.
  • Technical Delivery: Assist and help the customer with addressing any technical delivery concerns/questions related to Microsoft technologies and act as a customer single point of contact for any critical issue/escalation.
  • Customer Success: Support the Customer Success Account Management team joining monthly service review meetings with the customer when necessary to provide progress updates of technical ongoing activities.
  • Steering Committee Meetings: Lead monthly steering committee meetings with the account team to monitor support experience and follow up on delivery progress, existing blockers, required actions, and support needed.
  • Escalation and Tracking: Escalate and track support cases.
  • Alignment with Customer Success: Align with Customer Success Account Managers to define proactive activities agenda.
  • On-Call Rotations: Attend and participate in the environment's scheduled changes when required by customers.
  • Contribution to On-Call Rotations: Contribute to on-call rotations to ensure a high quality of service for critical incidents created by Support for Mission Critical customers.

Qualifications

  • Education and Experience: Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 4+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting.
  • OR Equivalent Experience: OR equivalent experience.

Additional Qualifications

  • Microsoft Certification: Microsoft Certification in two or more of the following technologies preferred:
  • Microsoft Cybersecurity Architect Expert, M365 Administrator Expert, Microsoft 365 Certified: Endpoint Administrator Associate, Information Protection and Compliance Administrator.
  • Breadth of Technical Experience: Breadth of technical experience and knowledge, with depth/SME in two or more of the following M365 solutions: Microsoft Intune/Endpoint Manager, Exchange Online, SharePoint Online & Teams, M365 Copilot/Microsoft Security Copilot, Information Protection & Compliance, Governance & Risk Management.

Preferred Qualifications

  • Education and Experience: Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 8+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting.
  • OR Master's Degree: OR Master's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 6+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting.
  • OR Equivalent Experience: OR equivalent experience.
  • Customer-Facing Experience: 4+ years experience working in a customer-facing role (e.g., internal and/or external).
  • Technical Projects: 4+ years experience working on technical projects.
  • Technical Certification: Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications).

Compensation

The typical base pay range for this role across Canada is CAD $91,000 - CAD $168,400 per year.

Microsoft is an Equal Opportunity Employer

Microsoft will accept applications and processes offers for these roles on an ongoing basis.

Microsoft is an equal opportunity employer. All qualified Applicants will receive consideration for employment without regard to age, ancestry, colour, 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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