Technical Support Manager - Microsoft Cloud Program
Core
Own and evolve the global Microsoft Cloud Support Program, acting as a senior technical escalation point and building a high-performing support engineering team.
Role type
Senior IC technical manager (cloud support)
Builds
Global cloud support capabilities for Azure and Modern Workplace solutions
Domain
IT services, Cloud Infrastructure, Microsoft Ecosystem
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Azure architecture, M365 administration, Entra ID management, PowerShell scripting, automation, operational metrics analysis, strategic vendor partnership, team leadership, cross-functional program management
Preferred skills
Azure certifications (AZ-104, AZ-305, AZ-500)
Technologies
Azure, M365, Entra ID, Azure Monitor, Log Analytics, KQL, PowerShell
Responsibilities
Own the Microsoft cloud support program across Support, Engineering, Sales, and Go-to-Market; Lead strategic partnership with Microsoft including escalations and roadmap alignment; Act as a senior technical escalation point for complex Azure and Modern Workplace issues; Guide engineers through advanced troubleshooting; Build and mentor a globally distributed support engineering team; Drive operational excellence across KPIs including MTTR, CSAT, and SLO/SLA performance; Implement automation-first and operations as code practices; Collaborate cross-functionally to influence CSP offerings and product roadmaps
Seniority
Senior, hands-on IC with leadership responsibilities