Senior Customer Experience Engineering Manager
 Microsoft | |
 United States, Texas, Irving | |
| 7000 State Highway 161 (Show on map) | |
 Nov 28, 2024 | |
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OverviewAt Microsoft, every minute counts when it comes to the success of our customers who trust Microsoft Cloud to power their businesses and build their reputations. The Azure Customer Experience (CXP) team plays a pivotal role in maintaining and enhancing that trust by ensuring high standards of quality and reliability across Azure. Our vision is simple: turn our Microsoft Cloud customers into loyal advocates by transforming their experience with a customer-first approach.We are passionate, customer-obsessed problem-solvers, building deeper engagements in critical areas such as incident management, customer enablement, and support. By amplifying the customer's voice across Cloud + AI, we ensure Azure's quality vision stays deeply connected to real-world needs. Our team is also committed to scaling these insights to elevate experiences across Microsoft's entire customer base. Diversity and inclusion are central to our mission, and we believe in empowering our team to bring their authentic selves to work, grow, and ultimately help our customers succeed.Are you passionate about cloud computing and enhancing customer experiences? Are you eager to lead a team in delivering proactive, automated, and data-driven observability and Service Level Objectives (SLO) solutions to top Azure customers? Join our dynamic, fast-growing Azure Engineering team as a Senior Customer Engineering Manager, where you will drive transformative impact in the reliability, availability, and performance of critical customer applications hosted on Azure. This role is flexible in that you can work up to 100% from home.Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
ResponsibilitiesPeople LeadershipDeliver success through empowering, holding accountable, and inspiring your team by modeling, coaching, and caring:Model: Exemplify our culture, uphold Microsoft's values, and live our leadership principles.Coach: Define clear team objectives, foster collaboration across teams, and support continuous learning and adaptation.Care: Attract and retain exceptional talent, understand each team member's unique strengths and aspirations, and invest in their professional growth.Set a clear team vision and priorities to enable customer success, while creating alignment with broader organizational goals.Foster a culture of inclusivity where everyone feels empowered and valued, encouraging full engagement and team cohesion.Continuously develop your team to build and operate scalable, resilient, and maintainable services.Drive accountability to ensure the team and stakeholders deliver on the Mission Critical promise for Azure customers.Lead organizational upskilling efforts to equip the team with the skills required to support Mission Critical customer needs effectively. Engineering LeadershipIncident ManagementLead the team's comprehensive incident management and daily operations for strategic customers, ensuring responsive, high-quality service.Define and refine incident management processes for different support offerings, aligning with stakeholders for seamless execution.Conduct post-incident reviews and root-cause analysis, leveraging insights to drive improvements and prevent recurrence.Establish and track critical metrics and KPIs for incident response, enhancing customer security posture and operational resilience.Alert QualityImprove alert quality by reducing false positives and ensuring alerts are precise, relevant, and actionable.Work with service engineering and platform teams to fine-tune alerting criteria aligned with customer-defined SLOs and SLIs, enabling rapid detection of critical incidents.Develop standards for alert evaluation to ensure consistency and effectiveness across customer engagements.AutomationDrive automation initiatives to streamline operational workflows, reduce manual effort, and accelerate incident response.Develop automated solutions for customer onboarding and monitoring setup, enabling scalable and efficient management.Identify and implement self-healing automation mechanisms to improve system reliability and reduce resolution time.Customer OnboardingOversee customer onboarding to observability solutions, ensuring seamless integration with Azure monitoring systems.Create clear onboarding procedures and documentation, simplifying customer adoption of SLOs, SLIs, and monitoring frameworks.Conduct regular onboarding reviews to capture customer feedback and optimize future onboarding experiences.SLO/SLI CollaborationCollaborate with customers to define Service Level Objectives (SLOs) and Service Level Indicators (SLIs) aligned with their business goals.Partner with platform and engineering teams to map customer-defined SLOs to platform metrics for accurate issue detection and resolution.Maintain comprehensive documentation on customer-specific SLOs, SLIs, and monitoring workflows to support consistent and transparent service delivery. | |