Own the Microsoft cloud support program across Support, Engineering, Sales, and Go-to-Market
Lead the strategic partnership with Microsoft, including escalations, roadmap alignment, ticketing integration, audits, and accreditations
Act as a senior technical escalation point for complex Azure and Modern Workplace issues
Guide engineers through advanced troubleshooting across Azure, M365, Entra ID, automation, and APIs
Build, mentor, and develop a high-performing, globally distributed support engineering team
Drive operational excellence across KPIs including MTTR, CSAT, backlog health, escalations, and SLO/SLA performance
Implement automation-first and “operations as code” practices in partnership with SRE
Collaborate cross-functionally to influence CSP offerings, support tiers, and product roadmaps

7–10+ years of experience in cloud engineering, Azure/M365 support, or platform operations
3–5+ years leading technical teams in complex, fast-paced environments
Deep expertise in Azure (Compute, Networking, Identity, Storage), M365 (Exchange, Teams, Intune, SharePoint), and Entra ID
Strong experience with diagnostics and observability tools (Azure Monitor, Log Analytics, KQL), PowerShell, and automation
Proven ability to lead cross-functional programs and manage strategic vendor relationships
Executive-level communication skills with the ability to influence without authority
A hands-on, customer-first mindset with comfort navigating ambiguity and building structure
Azure certifications preferred (AZ‑104, AZ‑305, AZ‑500).

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Technical Support Manager – Microsoft Cloud Program

Key skills