Azure ProDirect PDM

Location

Hyderabad | India

Job description

Hi,

We are recruiting for the following requirement.

Skill: Azure ProDirect PDM

Exp: 8-10yrs

Location:Bangalore/Hyderabad

Job Description:

Roles and Responsibilities:
 Serve as the primary contact for Professional Direct for Azure customers with proactive
reactive support escalations, providing local business hours’ escalation assistance,
advocacy and support (Worldwide).
 As a global team, the role might need to work in flexible hours and would require the
individual to work in customer time zones.
 Conduct an initial customer onboarding session to clarify how to get the most out of
their Professional Direct services purchase.
 Quickly develop client relationships and trust and ensure client/partner expectations are
being set and met.
 Work in collaboration with multiple Microsoft teams including Azure Support, Depth
Queues, Operations, Engineering, and Commerce/Billing to drive resolution of escalated
tickets.
 Identify incident trends (by customers) and help customers with root-cause analysis of
these trends as able based on required access to tools, reports, and teams.
 Help customers adopt the services by providing “advisory” support on migration,
architecture, development, and deployment topics by answering simple “how to”
questions and for more complex asks, pointing customers to the best self-service
resources available online and when applicable, making partner referrals via Pinpoint.
 Help drive improved support CPE for customers using Microsoft Azure
 Communicate escalation findings clearly and confidently to executive levels within the
customer and within Microsoft.
 Listen to and communicate the voice of the customers within Microsoft.
 Provide training and documentation feedback, updating role documentation as needed.
Maintain positive relationships with customers.
 Identify customer needs and oversee service delivery within the business context.
 Assess customer feedback and use your creativity to establish, improve, and refine
services.
ProDirect Delivery Manager Requirements:
 Strong customer service, project management, and quality control skills.
 Excellent leadership and customer service skills.
 Strong teamwork skills and attention to detail.
Soft Skills:

 [1st] Must be able to quickly develop trust and rapport with customers (most of the time
they are of this profile: Enterprise Architects, CxO&, Development & Test Management,
IT Directors)
 [2nd] Passion for customer advocacy in technology domain.
 Strong communications skills in spoken and written English
 Effective, polished interaction with customer, Microsoft Services, Support
and Azure development teams at the appropriate technical depth
 Ability to work independently.
Technical Skills (Preferred):
 [3rd] Understanding of cloud vs. on premise computing. Solid understanding of
fundamentals of cloud computing.
 Technical understanding of the Azure Platform and architecture
Good to have knowledge on one of the following areas:
o Compute (Virtual Machines, Cloud Services, Batch, RemoteApp, Service Fabric)
o Data & Storage (SQL Database, DocumentDB, Redis Cache, Storage: Blobs,
Tables, Queues, Files and Disks)
o Networking (Virtual Network, ExpressRoute, Traffic Manager, Load Balancer,
Azure DNS, VPN Gateway, Application Gateway)
o Media & CDN (Media Services, Encoding, Azure Media Player, Azure Media
Indexer, Content Protection, Live and On-Demand Streaming, CDN)
o Identity & Access Management (Azure Active Directory, Azure Active Directory
B2B, Azure Active Directory Domain Services, Multi-Factor Authentication)
o Management & Security (Microsoft Azure Portal, Scheduler, Automation,
Operational Insights, Key Vault, Security Center)

Education & Certifications:
 Graduate bachelor’s degree (B.SC, BE, B. Tech in CS or IT)
 Preferred Exam AZ-104: Microsoft Azure Administrator - Certifications
Job Details:
 Account Management – 30%
 Maintains regular, engagement related communications with decision makers across the
customer’s organization.
 Monitors stakeholder expectations, including conflicting expectations, and proactively
monitors the effectiveness of the engagement activities of stakeholders.
 Deliver Escalation Management to help resolve critical issues more quickly and minimize
the impact on customers’ business.
 Act as a point of contact and trusted advisor for their ProDirect customers.
 Delivers impact to make customers successful with deployments and increase their
consumption
 Ensure high retention rate and high CPE to demonstrate real value
 Adhere to all account management hygiene in appropriate tools.

 Growing customers Technical Capabilities & Capacity – 30%
 Meets or exceeds relevant value realization by mapping customer business goals to
Microsoft services (advisory, webinars etc.) and deliverables.
 Evangelize high usage of customer offerings to reach the Customers business and
readiness goals through Monthly reviews and Lite advisory services.

 Implements clear strategies and communication plans in order to manage expectations
and Conditions of Satisfaction (COS) for key stakeholders.
 Provide Voice of Customer (VOP) feedback to appropriate offerings/readiness teams
 Provide proactive guidance to customers during important project deployments by
general deployment best practices to avoid support incidents and escalations.
 Establishes and maintains customer-centric relationships at the executive level, and
uses their network to develop new ones

 Usage and Retention Services – 30%
 Cloud Optimization Analysis
 Provides Customers with best practices and industry proven methods to reduce churn,
cut costs and increase services consumption.
 Ongoing focus on optimization and efficiency practices to help Customers reduce costs,
build efficiencies, and increase customer satisfaction.
 Proactive Communications about Outages, Releases, and Programs
 Provides Customer communications of planned and unplanned service impacting events
 Ensures Customers are educated on and effectively using available notification systems
to identify and respond to Service impacting events.
 Reviews and validates Customers response and processes to manage Service
interruptions
 Ensures Customers understand pending Service changes and will be taking the
appropriate steps to prepare customers and their support teams
 Provides detail and clarity around program changes impacting the Customer’s Cloud
Services business and customer experience.
 Self-Development/ helping others succeed/ leveraging others work – 10%
 Mentorship to other PDMs. Share good experience and knowledge that is relevant to
others
 Perform on the job learning and strategic directions discussions with customers
 Follow industry development and trends in your areas of expertise and become
established as a thought leader among peers.
 Hold regular 1:1 meeting to improve performance and development plans

Job tags

Salary