Lead Engineer

Job description:

Responsibilities: \\r\\n \\r\\n-Ability to thrive in a strong team environment focused on providing a consistently high level of customer service in a challenging environment. \\r\\n-Resolve customer issues including complex scenarios integrating several cloud capabilities (Windows Azure, SQL Azure, AppFabric, etc.) and scenarios supporting a service such as service availability, quality, outage management, subscription management, correlation of usage and charges, and cost-efficient solution architecture. \\r\\n-Provide critical product feedback to operations, Drive collaboration & engagement outside of ASMS (Product Engineering teams/Services/Support/Regions). \\r\\n-Own, troubleshoot and solve customer issues, using collaboration, troubleshooting best practices and transparency within and across teams. \\r\\n- Identify cases that require escalation (either technically or strategically) \\r\\n- Create and maintain incident management requests to product group/engineering group. \\r\\n- Write high quality case notes so we can support customers as a team, and customers do not need to repeat themselves. Ensure your colleagues can fully understand case progression without needing to ask the customer to repeat. \\r\\n- Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer/ engineer experience. \\r\\n- Provide ramp activities, knowledge sharing, coaching, and mentoring. \\r\\n- Lead or participate in building communities with peer delivery roles; may be workload or specialty specific. \\r\\n- The opportunity to be part of the evolution of Microsoft Azure and cloud support services, to be constantly challenged as the platform expands to provide broader capabilities to customers, support customers using a service rather than on-premises Microsoft products, and to work in collaboration with multiple Microsoft teams (operations, business groups, product groups, and engineering.)

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases