Senior Azure Government Support Lead - CTJ

Last updated 4 hours ago
Location:Redmond, Washington
Job Type:Full Time

Azure is the fastest-growing business in Microsoft’s history and is the foundation of Microsoft’s Cloud Services. Continuing this success, Azure has expanded into the U.S. Government space with its mission-critical cloud, delivering breakthrough innovation and security to those customers and their partners. With world-class security, protection, and compliance, agencies can accelerate cloud adoption with confidence, in a consistent hybrid environment designed for flexibility and scale. The Government is eager to realize the benefits of the cloud, adopting a Cloud First policy for new investments. Microsoft is committed to supporting these initiatives and is uniquely positioned to offer hyper scale cloud capabilities to U.S. Government agencies for all its cloud computing needs.

The Azure Customer Experience (CXP) ACE Team delivers high quality, proactive and personalized care to our community of managed enterprise customers running their mission critical workloads on the Azure Cloud. CXP’s Azure Government Support program takes a customer-centric approach to drive towards delivering high quality customer care – 24x7. As the Senior Azure Government Support Lead in Redmond you will build and lead a net-new team of cleared Azure Cloud Engineers (ACE) to assist Azure Government customers with their unique support needs across the breadth and depth of the Azure technology stack.

Your team will manage all technical support cases and escalations and build a seamless customer support experience across highly secure sovereign cloud environments. By combining business acumen with strong technical skills and knowledge of cloud platforms, you will develop your team members into highly skilled experts who deeply understand government customers’ using Azure and can effectively address complex problem resolution across a wide variety of support topics. You will build relationships with account teams, service teams and engineering teams across Azure to address customer’s pain-points to make your team the trusted source of customer feedback.

Responsibilities

Responsibilities:

  • Attract, build, lead and mentor a diverse, customer-obsessed, and high-performing team of U.S. Government cleared individuals from ground zero with capabilities needed to achieve current and future business objectives.
  • Represent the CXP Azure Government Support team in meetings with Microsoft colleagues and customer representatives for all things customer and CXP Support-related
  • Partner with internal engineering stakeholders to deliver parity of customer experience across all support platforms for all fabrics
  • Perform trend analysis, aggregate customer insights to provide a 360 view in measuring customer success; ability to up-level KPIs for executive reporting while also being able to provide detailed assessments
  • Drive customer success outcomes - influence customer lifetime value through customer satisfaction and overall customer experience
  • 10-25% travel to Reston, VA

Qualifications

Qualifications:

  • Strong track record of driving large strategic and complex projects across diverse stakeholders with executive visibility and many critical dependencies
  • Demonstrated success in strong leadership, team building and people management skills
  • Exceptional business judgement leveraging strong strategic thinking complemented with a bias for action and execution/operational excellence
  • Excellent analytical problem-solving skills and ability to synthesize data from multiple sources to drive data-driven decisions
  • Prior experience managing government customer support operations running on large scale cloud platforms (i.e. Azure, AWS)
  • Prior experience in US Department of Defense, US Intelligence Community, Federal Civilian/Homeland Security, and/or State & Local Government
  • Outstanding communication and leadership skills are a must to drive projects and build executive buy-in and support for key projects
  • Be well versed in industry trends including competitive and market dynamics, product and technology trends.
  • Immense intellectual curiosity, and a high threshold to work within highly complex and ambiguous situations
  • Experience in cloud platforms is required
  • BS in Engineering or equivalent experience
  • Applicant must be a current US citizen

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.
  • Candidates must have an active US Government TS/SCI clearance and be willing to upgrade to TS/SCI (with polygraph), or have an active TS/SCI (with polygraph). This role will require candidates to maintain the TS/SCI (with polygraph) clearance.

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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

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

#AZCXP #AZCXPACE #AZCXPGOV

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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

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