Microsoft Dynamics 365 and Microsoft Power Platform are at the heart of our customers digital transformation journey. Our products meet today’s challenges by bringing customers and business together with the next generation of CRM and ERP applications. Recognised as a platform leader across Sales, Marketing, Service, Finance, Operations, Commerce, HR and Automation, an increasing number of enterprises rely on Microsoft Dynamics 365 to operate their businesses.
In the Business Applications Group (BAG) ACE Team, we are hiring a Team Manager who will continue to build our ACE engineering team in APAC and who will also engage directly with assigned customers. We are seeking applicants with experience of managing teams across geographies and who also have a specialisation in the implementation and support of Dynamics 365 solutions through Microsoft’s customers and partners. A demonstrated ability of solving complex problems and working with customers to improve the Microsoft Dynamics 365 and Microsoft Power Platform experience is required.
As a manager of the Advanced Cloud Engineering team, you will lead, mentor & grow a team of talented cloud engineers. You will be a driver of customer satisfaction with our products and services. You will provide thought leadership and direction across the global team, building a culture of fast issue resolution and excellent customer service. You will have the experience to manage highly escalated customer scenarios and resolve issues to the mutual satisfaction of the customer and Microsoft
You will build and directly manage the long-term relationship with designated Dynamics 365 customers. Resolve critical and complex technical issues in a 24x7x365 global support delivery team. Be prepared to own difficult but crucial conversations during incident escalations
You will take your deep technical Dynamics 365 and Power Platform expertise and combine it with your understanding of the customer’s functional needs to solve their complex business challenges
You will work directly with internal engineering teams to not only reactively support customer issues but deliver solutions and new capabilities for our customers most mission critical deployments. Relentlessly champion and advocate for our customers in representing their issues to engineering teams and be a change agent to develop innovative ways to resolve their issues
You will apply an engineering mindset to eliminate top issues impacting customer experience across large and strategic sets of customers. As a member of the product engineering team, you will use your engineering skills to improve our products and services, based on customer feedback and insights gained while supporting them
You will work on critical, highly complex customer scenarios that span across multiple services
You will contribute to forums and develop self-help documentation and quick ”How To” videos
You will develop and present training. Help establish a real-time readiness model for the team by constantly updating training & readiness content as the cloud technology evolves
You will work with leadership on process improvement and strategic initiatives
Specialisation in implementing D365 Commerce solutions, Supply chain solutions or Customer Service solutions is desirable
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
Deep understanding and demonstrated hands-on experience of implementation, troubleshooting, and supporting one or more of the Microsoft Dynamics 365 products is a must have. (Sales, Marketing, Service, Finance, Operation, Commerce, HR, Power Platform). https://dynamics.microsoft.com/
5+ years of people management experience including managing remotely located employees
Understanding of cloud computing technologies is highly desired Azure, CDS, SQL, Application development experience, Power Platform
Ability to learn new technology in a fast-paced environment
Desired B.S./B.A. Degree in Computer Science, Engineering or Equivalent Experience
5+ years in a Technical position with exposure to customer side troubleshooting
Passion for customers and focus on delivering the right customer support experience
Demonstrable experience in Project Leadership and rollout
Strong communication skills are essential