25 Oct
Microsoft
Greater Toronto Area
Do you have an interest in Microsoft Modern Work Solution and using best-in-class tools created by Microsoft? Are you looking for a role where you can interact directly with large enterprise customers with complex needs and objectives? Do you want to join one of Microsoft's fastest growing businesses? If so, we are looking for you!
Support for Mission Critical is a team within Microsoft that provides solution-specific expertise designed to drive peak health and optimum performance of a customer's most important solutions.
As a key technical resource for the customer, you will be primarily focused on delivering proactive services such as education workshops, delivering assessments, and providing tailored guidance.
Troubleshooting skills are essential as this role will include working with Microsoft Support to expedite incident resolution.
We are seeking a Cloud Solution Architect - Modern Work, to join our team.
Microsoft's mission is to empower every person and every organization on the planet to achieve more.
As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals.
Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities
Build long-term Trusted Relationships with customer Decision Makers, including their Chief Technology and Information Officers, and decision makers within the customer's business units.
Proven leadership and executive presence in person.
Manage customer communication throughout critical incidents handling, especially toward C-level executives.
Broad knowledge of the Microsoft Teams
Demonstrate prior technical leadership to drive delivery teams to attend to customer expectations about providing workaround and help customers solve their technical issues as quickly as possible.
Effectively orchestrate and bridge the delivery through cross-functional teams, providing operational guidance to the delivery teams.
Lead an executive committee meeting with customer stakeholders to monitor delivery progress and customer support experience, promoting a proactive agenda.
Provide detailed reviews of service disruptions, metrics, and risk management.
Ensure Key workload environments remain operationally healthy.
Remove blockers through delivery chain such as engagement on the onboarding assessments to build the know-ME factor,
proactive services, adoption of recommended practices and so on.
Drive change management to the customer´s team move from reactive to proactive approach.
Ensure Root Cause Analysis findings and remediation plans are integrated into Proactive Support Delivery Projects.
Lead discussions with the customer operational teams to follow up progress of reactive incidents and proactive activities.
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.
Support the Customer Success Account Management team joining monthly service review meetings with the customer when necessary to provide progress update of technical ongoing activities.
Lead Monthly steering committee meeting with the account team to monitor support experience and follow up the delivery progress, existing blockers, required actions and support needed.
Escalation and tracking of support cases.
Alignment with Customer Success Account Managers to define proactive activities agenda.
Attend and participate in the environment's scheduled changes when required by customers.
Contribute to on-call rotations to ensure a high quality of service for critical incidents created by Support for Mission Critical customers.
Other
Embody our
culture
and
values
Qualifications
Required/Minimum Qualifications
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.
Other Qualifications
Microsoft Certification in two or more of the following technologies preferred: Microsoft Cybersecurity Architect Expert, M365 Administrator Expert, Microsoft 365 Certified
Breadth of technical experience and knowledge, with depth / SME in two or more of the following M365 solutions: Share
Point Online & Teams, M365 Copilot / Microsoft Security Copilot, Information Protection & Compliance,
Governance & Risk Management Domain experience Microsoft 365 and understanding of how Microsoft Security, compliance, and identity solutions that can span across these solution areas to provide a holistic and end-to-end.
Additional or Preferred Qualifications
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 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.
4+ years experience working in a customer-facing role (e.g., internal and/or external).
4+ years experience working on technical projects.
Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications).
Cloud Solution Architecture IC4 - The typical base pay range for this role across Canada is CAD $91,000 - CAD $168,400 per year.
Find additional pay information here: Canada pay information | Microsoft Careers (https://careers.microsoft.com/v2/global/en/canada-pay-information.html)
Microsoft will accept applications and processes offers for these roles on an ongoing basis.
Microsoft is an equal opportunity employer.
Consistent with applicable law, 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 (https://careers.microsoft.com/v2/global/en/accessibility.html) .