Support for Mission Critical (SfMC) is a team delivering dedicated support to Microsoft’s top tier customers using Microsoft technology to build true Mission Critical applications to run their business. These Mission Critical customers are technically savvy and have good expertise in Microsoft technologies they use. The kinds of customers we deal with are companies building the banking backbones, stock exchanges and large government entities.
Within the SfMC team, we support multiple technologies and multiple products being used by our customers via a single team. We are building a dedicated team with diversified skill set so we can deliver an excelled support experience to our customers, all under one roof. Engineers on our team usually come with a depth of experience in one or two technologies. Within SfMC, you will have that opportunity, to expand your skill set, learn new technologies and grow your leadership in the technology you excel at, all without being isolated into a particular feature of a particular product. You will deal with high profile customers directly under the radar of executive management and may occasionally get an email or two from them directly!
Develop an understanding of both business objectives and solution environment to build a strategy that helps Microsoft Mission Critical customers to achieve higher performance and uptime.
Guide Microsoft Mission Critical customers IT team through implementing the detailed, prescriptive plan that helps prevent issues before they occur.
Proactively identify trends and issues to reduce incidents and increase service availability of Microsoft Mission Critical solutions
Review and advice on customers projects such as deployment, migration, performance tuning, scalability, availability, disaster recovery, and upgrades
Support a wide variety of issues, including reactive and proactive on-site support services, critical situations, and other high-priority issues.
Communicate with customers (verbal or written correspondence) regarding technically complex issues about Microsoft products and manage relationships with those customers.
Logical and methodical troubleshooting and problem solving both technically and on an interpersonal level.
Communication skills that allow you to take lead and control the communication with customers, internal Microsoft stake holders and third-party vendors.
Working in a team environment to collaborate and/or lead efforts from resolving customer issues to helping define long term strategic goals.
Daily interaction with other engineers to provide technical action plans or take ownership of challenging issues. (EE, SE, Dev. etc.)
Create technical content including Knowledge Base articles, whitepapers, training documents, etc.
May act as technical focal point in cooperative relationships with other companies
Ability to handle Critical Situations in technically challenging and politically hot circumstances.
Available to work critical cases on a 24x7 basis or through an on-call model.
Available to travel to a customer’s site under short notice and work remotely.
Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.