Job DescriptionOnline Service & Support (OSS) is part of the Customer Service and Support (CSS) organization within Microsoft Service that focuses on providing post-sales technical support for Microsoft online services “Cloud” (BPOS, Office 365, Live@Edu etc.) across the Asia Pacific and Greater China Region, where Office 365 is one of the fastest growing service offering of Microsoft. As of September 1st , there are 11 countries with Office 365 rolled out in the market (with more to come). As a Frontline Cloud Tech Lead, you’re right within a fast-paced work environment with a first-hand view on how cloud services are evolving... Job DescriptionOnline Service & Support (OSS) is part of the Customer Service and Support (CSS) organization within Microsoft Service that focuses on providing post-sales technical support for Microsoft online services “Cloud” (BPOS, Office 365, Live@Edu etc.) across the Asia Pacific and Greater China Region, where Office 365 is one of the fastest growing service offering of Microsoft. As of September 1st , there are 11 countries with Office 365 rolled out in the market (with more to come). As a Frontline Cloud Tech Lead, you’re right within a fast-paced work environment with a first-hand view on how cloud services are evolving in the high growth Asia market. You’ll work with the Could escalation team, the Frontline support teams in other regions, the backend hosting team, the product group, Tool and Process managers and CPE lead to support customers as a union.Hence, if you think you are someone with a proven track record of leadership in high stress situations and dynamic environment, high energy, versatile and have a keen sense of curiosity in knowing what’s next and is looking for your big career challenge at Microsoft, this could be the right role for you - where you can stretch your capability and make significant business impact through driving positive customer experience, while engaging with cutting edge technology & services.Key Responsibilities Vendor Management• Work with the Corp team to conduct headcount forecasting.• Work with vendor partners to hire qualified vendor staffs and manage their performanceOperation excellence Drive the O365 PFA team to meet or exceed business scorecard targets. Manage business communication with various stakeholders to improve cloud experience for various customers, such as personal users, small-business users, medium-business users and large enterprise users. Own various initiates to show your business insight potential. Value-add to the Business Group Understands the overall Microsoft product vision and aligns trending and analysis priorities for feature areas to it. Distill and prioritize feedback and impact data from broad variety of listening channels including Technical Support, Communities and Forums, Social Media, MVPs, MCS, GetHelp, PFE, MS Field, Microsoft Partners, etc. to identify the top problem areas, issues, and risks for a product, cloud service or group of products and services in APGC region. Communicate top problem areas, issues and risks to the involved product and business groups, stakeholders and partners. Partner with global supportability teams and other teams in Microsoft Services to drive, track, and deliver product improvement and/or effective mitigations (content/solution assets and guidance, diagnostics, etc.) to address these problem areas, issues or risks.Core Qualifications: • 5-year experience in Information technology and 2- year in service.• Candidates must have a customer service attitude, ability to pull together teams of diverse individuals, ability to successfully influence others, strong time management skills, and be a results driven self-starter• Excellent oral and written communication skills in English including the ability to formulate issues and recommendations clearly and communicate them plainly and directly with stakeholders at all levels; • High proficiency levels in the following competencies: o Troubleshootingo Analytical problem solving o Building customer/partner relationshipso Cross-boundary collaboration especially in virtual team and global environmentso Customer advocacyo Project managemento Technology expertise• Ability to work effectively under a deadline and in a multiple demand environment required.• Technical Expertise on Microsoft Platform Server products/Exchange Server products/SharePoint Server products• Technical expertise in email flow and email clients, such as outlook• 3 year of technical support experience and troubleshooting acumen on Microsoft Platform Server products/Exchange Server products/SharePoint Server products.• 1 year of people management experience• 1 year of vendor management experience• Bachelor’s degree or above requiredPreferred Qualifications:• Technical support background and specific Premier & Professional experiencing strongly preferred.• Specific knowledge of BPOS-S and Office 365 operational experience preferred and Services-wide awareness is a bonus. • Previous partner/vendor service delivery experience• MCSE or equivalent is a plus• Additional network certifications (e.g. MCSA, CCNP, CCNA, A )Microsoft is an equal opportunity employer and supports workforce diversity.