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Azure Cloud Solutions Architect

3 months ago

Toronto, Ontario, Canada Microsoft Full time

With a global workforce exceeding 18,000, the Microsoft Customer Experience & Success (CE&S) division is pivotal in shaping the strategy, design, and execution of Microsoft's comprehensive customer journey. We are committed to crafting a future where clients choose us not only for our industry-leading offerings but also for a unique and cohesive customer experience.

The Global Customer Success (GCS) team spearheads initiatives to enhance customer satisfaction through the development of support offerings, driving digital transformation across our platforms, and ensuring operational excellence within CE&S.

We are seeking a Cloud Solution Architect (specializing in Azure PaaS and AKS) to contribute to our mission.

Are you passionate about Security and Networking and eager to utilize top-tier tools developed by Microsoft? This role provides an opportunity to engage directly with major enterprise clients to enhance and secure their cloud applications. If you aspire to be part of one of Microsoft's rapidly expanding sectors, we want to hear from you.

The Support for Mission Critical team within Microsoft delivers solution-specific expertise aimed at ensuring optimal health and performance of our clients' most critical solutions. As a vital technical resource, your primary focus will be on delivering proactive services, including educational workshops, assessments, and tailored guidance. Strong troubleshooting skills are essential, as this position will involve collaboration with Microsoft Support to facilitate swift incident resolution.

This role offers flexibility, allowing for up to 100% remote work.

Microsoft's mission is to empower every individual and organization on the planet to achieve more. Our employees embody a growth mindset, innovate to empower others, and collaborate to achieve shared objectives. We uphold our values of respect, integrity, and accountability to foster an inclusive culture where everyone can thrive.

Key Responsibilities
  • Establish and nurture long-term trusted relationships with senior customer decision-makers, including Chief Technology and Information Officers, as well as stakeholders across various business units.
  • Exhibit proven leadership and executive presence in direct interactions.
  • Oversee customer communications during critical incident management, particularly with C-level executives.
  • Possess extensive knowledge of Microsoft Azure Technologies (Azure PaaS/AI, Azure Kubernetes Service).
  • Demonstrate prior technical leadership to guide delivery teams in meeting customer expectations for prompt solutions to technical challenges.
  • Effectively coordinate and connect delivery through cross-functional teams, providing operational direction to the delivery teams.
  • Lead executive committee meetings with customer stakeholders to track delivery progress and enhance customer support experiences, promoting a proactive agenda.
  • Provide comprehensive reviews of service disruptions, metrics, and risk management strategies.
  • Ensure that key workload environments maintain operational health.
  • Eliminate obstacles throughout the delivery chain, including engagement in onboarding assessments to enhance familiarity, proactive services, and adoption of best practices.
  • Drive change management initiatives to transition the customer’s team from a reactive to a proactive operational approach.
  • Integrate Root Cause Analysis findings and remediation plans into Proactive Support Delivery Projects.
  • Facilitate discussions with customer operational teams to monitor the progress of reactive incidents and proactive initiatives.
  • Assist customers in addressing any technical delivery concerns related to Microsoft technologies, serving as the primary contact for critical issues or escalations.
  • Support the Customer Success Account Management team by participating in monthly service review meetings with customers as needed to provide updates on ongoing technical activities.
  • Lead monthly steering committee meetings with the account team to assess support experiences and follow up on delivery progress, existing challenges, required actions, and necessary support.
  • Manage escalation and tracking of support cases.
  • Collaborate with Customer Success Account Managers to define proactive activity agendas.
  • Participate in scheduled changes to environments as required by customers.
  • Contribute to on-call rotations to ensure high-quality service for critical incidents involving Support for Mission Critical customers.
Qualifications

Required/Minimum Qualifications

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

Additional or Preferred Qualifications

  • Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or a related field AND 8+ years of experience in cloud/infrastructure technologies, IT consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting
    • OR Master's Degree in Computer Science, Information Technology, Engineering, Business, or a related field AND 6+ years of experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting
    • OR equivalent experience.
  • 4+ years of experience in a customer-facing role (internal and/or external).
  • 4+ years of experience in technical project management.
  • Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications).
  • Experience in systems management, network operations, software support, IT consulting, or related roles.
  • Solid understanding of client/server, networking, and Internet technologies fundamentals.
  • Ability to manage critical customer issues and navigate challenging situations.
  • Proven ability to cultivate strategic, ongoing customer relationships to earn trust and respect.
  • Certification in Microsoft and other Cloud Technologies.
  • Capacity to undertake internal initiatives to create service opportunities, and work effectively in a fast-paced environment while managing multiple demands, addressing shifting priorities, and maintaining focus.

Cloud Solution Architecture IC4 - 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. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.


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