Director- Support Engineering Management

Job Description

• Lead the ASIM India region to deliver world-class support with a customer obsessed team of deeply technical and highly motivated support engineers
• Effectively partner across our global organization to achieve company priorities and delight customers who need support across the entire range of Azure cloud and hybrid services
• Develop and maintain strong relationships with key technical and business leaders within the engineering groups to accelerate customer issue resolution and represent the voice of our most strategic customers

Description of Role/Responsibility:

• Provide global leadership and coordination in customer feedback, hiring, readiness, and collaboration with Azure Engineering
• Ensure an effective workflow and feedback loop exists with your global peers to drive performance including closure on common process breakdowns as seen worldwide.
• Assist with global escalation of issues connecting with customers as needed to show Microsoft commitment.
• Develop, execute, and sustain mechanisms to drive positive customer service engagement and experiences.
• Accountable for operational and business review scorecards and reporting to drive performance.
• Drive stakeholder engagement with Azure Engineering
• Identify both internal and customer facing tooling and documentation gaps
• Manage a team of 100+ technical support engineers and their managers globally

Accountabilities:

• Customer and Partner Experience (CPE) for Support Incident and Critical Situation (CritSit) cases
• Employee Satisfaction, Professional and Technical Readiness and Performance
• Feedback from Field and Key Stakeholders on effectiveness and quality of Engagement
• Performance and stability of key operational metrics such as NSAT and Initial Response

, Language QualificationEnglish Language: fluent in reading, writing and speaking.Required Qualifications:

• At least 8 years of related experience in a Global Technical Support Center or customer service industry, product support, technical support, IT Admin support, consulting, systems, or product development.
• At least 4 years experience as a Manager of Managers or equivalent.

Preferred Qualifications:

• Knowledge managing in a Cloud/Services environment
• Proven communication skills at the executive level internally and externally
• Proven track record in the management of global service delivery operations
• Strong technical background in Enterprise technologies and cloud services
• Bachelors degree in engineering, management, business, or related field or 4 years work experience

Other skills and Competencies:

• Communication: Represent Microsoft and communicate with corporate and internal customers via telephone, email, or other electronic means, regarding technically complex issues with Microsoft software products. Be able to logically and accurate communicate to various levels (Engineers to Business Owner and Executive). Lead and recovery situations with customers.
• Customer focus: Ability to put customer first, lead and prioritize work to deliver great customer experiences. Maintains focus on the customer experience when balancing short- and long-term decisions.
• Collaboration: Communicates with individuals from other teams or organizations and listens carefully to how they perceive mutual issues or opportunities
• Influence for impact: Listens for the priorities and concerns of others and acknowledges differing perspectives.
• Adaptability: Actively seeks information and tests assumptions; shifts his or her approach in response to the demands of a changing situation.
• Judgment: Scopes problems by identifying key issues, inputs, stakeholders, and outcomes.
• Creative Problem Solving: Solves abstract problems by considering the environment and applying original thought.
• Drive for results: Sets clear and challenging goals for a portfolio of work and pursues them with enthusiasm and passion.

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.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.

Keyskills :
troubleshootingoperating systemsnetworkinglanmanager of managersservice industryservice deliveryproduct supportissue resolutioncustomer serviceswitchessupport center