Responsibilities

• Team Readiness & Development – you will assess the technical and professional capabilities of support staff and assist in developing training plans to address identified gaps.

• Case Management (Delivery Excellence) – you will perform case reviews to ensure process compliance.

• Managing Collaborative Activities – mentor engineers on effective collaboration (cross-team and cross-technologies/lines of business) and quality case handling standards.

• Supportability Activities – you will contribute to customer self-help and volume deflection initiatives.
• Process Improvement – you analyze trends (e.g., case types, volumes) and collaborate with stakeholder teams to provide product and process improvement feedback.

 

Qualifications

Language Qualification
English Language: fluent in reading, writing and speaking.

Preferred Qualifications:
Bachelor’s degree in Computer Science, Engineering, Math, or equivalent’s experience.

Experience - Technical proficiency in and learning attitude toward Azure technologies; previous experience as a member of one of the Azure Subscription Management and Billing Area.
Proven ability to lead people to achieve success
Familiarity with Azure and/or compete cloud products
Strong customer service, communication, problem-solving and interpersonal skills
Problem-solving skills
Self-motivation and an ability to use initiative
Self-motivated and directed.
Proven ability to lead people to achieve success.
Capacity to deal with difficult customers and ability to thrive in ambiguity

This position may require you to work a rotational On-Call schedule, evenings and weekends shifts. Please note that shifts might change according to business needs.

2+ years of experience managing or mentoring individual contributors