Director of Support Engineering Manager
Microsoft
Hyderabad, Telangana, India
3d ago

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.

In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience.

This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth.

The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

We are looking for an intellectually curious, customer-obsessed Director of Support Engineering Manager, who has a demonstrated track record in building teams through effective and strong leadership and has empowered people to help customers succeed.

As a Director of Support Engineering Manager, you will focus on building and leading a high performing team of engineers.

You will be responsible for ensuring our teams provide a positive support experience, which includes being responsive to our customers and effectively partnering with stakeholders on the most critical problems for Microsoft customers.

You will represent Microsoft to our customers and will work directly with our most relevant internal groups to drive change that enhances the customer experience.

You will act as the voice of the customer to internal audiences such as the Microsoft Engineering Group, leveraging the culture of customer obsession at Microsoft to empower every person and every organization on the planet to achieve more.

Responsibilities

We are looking for an experienced leader to join the Modern Work M365 Support to serve as a manager of managers. In this role, you will manage large organization.

Your team will consist of people managers and their individual teams of support engineers, escalation engineers & technical advisors.

Your organization will be supporting our largest customers who are leveraging the M365 suite of products to run their businesses.

To be successful in this role, you will need to be truly customer obsessed, have strong operational focus and a deep understanding of technical support.

You will need to demonstrate the ability to partner with account and sales teams, engineering groups and other internal Microsoft organizations at the senior leadership level.

You will need strong people management skills and the ability to lead teams through change. We are looking for a candidate who will bring thought leadership, confidence and a willingness to take risks.

If you like working with great people in a fast-paced and challenging environment where you can shape the future of support, this role is for you!

Responsibilities :

  • Lead a large team of technical support engineers, escalation engineers, technical advisors. and their managers to meet and exceed customer experience targets while ever evolving the business
  • Attract and retain top technical talent while building diverse teams and creating and an inclusive culture within your organization
  • Assist with customer and field escalations, ensuring we get the right resources engaged quickly; often requiring your engagement on account team and customer calls and direct work with engineering teams
  • Partner with peers globally to achieve the goals of the broader Modern Workplace organization
  • Innovate, take risks and always challenge the status quo
  • Bring the voice of your team and customers to the Modern Workplace leadership team as well as our key stakeholders
  • Accountabilities :

  • Customer and Partner Experience (CPE) as measured through incident surveys and customer sentiment
  • Organization Health as measured through MS Poll, MS Pulse and other adhoc feedback mechanisms (roundtables, skip level meetings, peer feedback, etc)
  • Feedback from the field and key stakeholders on effectiveness and quality of engagement
  • Performance and stability of key operational metrics such as initial response
  • Qualifications

    Language Qualification

    English Language : fluent in reading, writing and speaking.

    Qualifications Required :

  • 4 years minimum experience as a Manager of Managers or equivalent
  • Minimum of 3 years managing technical support teams
  • Minimum of 5 years of experience in product support, technical support, IT Admin support, consulting, systems development, product development or customer support
  • Qualifications Preferred :

  • Familiarity with M365 cloud services
  • Strong customer service, communication and interpersonal skills
  • Flexibility and ability to adapt to ambiguous and changing situations
  • Ability to manage high pressure situations
  • Fluency in English (written and oral) is mandatory
  • 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.

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