Overview
Responsible for delivering Support Mission Critical Service offerings, collaborating with CSU (including CSAs, CSAMs), CSS, Engineering, and other teams as needed. This role ensures a cohesive, cross-delivery organizational experience for customers on their critical workloads, while showcasing progress, evolution, and improvements as outcomes. Direct accountability to lead the Proactive Resiliency Efforts, coordinate with other teams on the Accelerated Incident Resolution, and Monitoring & Observability features of an offering. Coordinate with the leads of the Accelerated Incident Resolution work stream and, when required, the Proactive Monitoring work stream with our internal partners. Collaborate with support and stakeholders to ensure there is a comprehensive, up-to-date KnowMe available across various teams including CSS. Work with internal teams to request, augment with KnowMe, and
Full job description
Full Job Description
Responsible for delivering Support Mission Critical Service offerings, collaborating with CSU (including CSAs, CSAMs), CSS, Engineering, and other teams as needed. This role ensures a cohesive, cross-delivery organizational experience for customers on their critical workloads, while showcasing progress, evolution, and improvements as outcomes. Direct accountability to lead the Proactive Resiliency Efforts, coordinate with other teams on the Accelerated Incident Resolution, and Monitoring & Observability features of an offering. Coordinate with the leads of the Accelerated Incident Resolution work stream and, when required, the Proactive Monitoring work stream with our internal partners. Collaborate with support and stakeholders to ensure there is a comprehensive, up-to-date KnowMe available across various teams including CSS. Work with internal teams to request, augment with KnowMe, and share RCAs to customer Bachelor's degree in Computer Science, Engineering, or related technical field OR equivalent professional experience. Proven experience in Cloud Solutions Architecture or Mission Critical Support for enterprise customers. Deep knowledge of Azure infrastructure services (Compute, Storage, Networking), Container services (such as Azure Kubernetes Service) and Platform-as-a-Service (PaaS) offerings. Strong troubleshooting skills across distributed systems and mission-critical workloads. Familiarity with performance optimization, high availability, and disaster recovery strategies. Experience working with financial services customers or other highly regulated industries. Ability to collaborate across engineering, product groups, and global support teams. Expertise in virtualization, VM performance tuning, and cache optimization. Knowledge of observability tools, telemetry, and proactive monitoring solutions. Site reliability / operational troubleshooting experience for large infrastructure as a service or infrastructure environments. Prior experience supporting large-scale financial platforms (e.g., trading systems, risk management platforms). Familiarity with regulatory compliance and data security standards in financial services. Ability to lead operational reviews, drive post-incident analysis, and influence engineering roadmaps. Experience in stakeholder management across global time zones. ITIL or similar certification for service management.
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