Cloud Solution Architecture Ic5

3 weeks ago

Riyadh, Saudi Arabia Microsoft Full time

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

We are looking for a Cloud Solution Architect - Data & AI to join our team

Do you have a passion for AI and using best-in-class tools created by Microsoft? Are you looking for a role where you can interact directly with large enterprise customers to improve their AI related technologies? 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.

This role is flexible in that you can work up to 40% from home.

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 senior 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 **Azure Data & AI (Azure AI, OpenAI, LLM, Azure Data Services)**:

- Demonstrate prior technical leadership to drive delivery teams for attending customer expectation about providing workaround and help customers solve their technical issues as quick as possible.
- Effectively orchestrate and bridge the delivery through cross-functional teams, providing operational guidance to the delivery teams.
- Lead 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 as well.
- Assist and help the customer on addressing any technical delivery concerns/questions related to Microsoft technologies and acts as customer single point of contact for any critical issue/escalation.
- Support Customer Success Account Management team joining monthly service review meeting 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 on environment’s scheduled changes when required by customer.
- Contribute to on-call rotations to ensure a high quality of service for critical incidents created by Support for Mission Critical customers.

**Qualifications**:

- Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or related field
- 12+ 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
- 6+ years experience working in a customer-facing role (e.g., internal and/or external).
- 6+ years experience leading technical project

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