Overview
The Infrastructure Cloud Solution Architect CSA serves as a trusted technical advisor for Microsoft's most strategic and mission-critical customers. This role helps customers improve the reliability, resilience, security, performance, and operational excellence of their Azure environments through proactive assessments, technical guidance, incident leadership, and cross-functional collaboration. Working within a global follow-the-sun operating model, the CSA collaborates closely with customers, Microsoft Engineering, Support, and Customer Success teams across multiple regions and time zones to drive rapid incident resolution, operational improvements, and long-term business outcomes. Success requires deep technical expertise, strong customer advocacy, and the ability to navigate complex operational challenges while influencing stakeholders across diverse organizations and cultures.
Responsibilities
Trusted Advisor & Customer Advocacy
- Act as a trusted technical advisor, helping customers improve the reliability, resiliency, security, performance, and operational maturity of mission-critical workloads running on Azure.
- Advise customers and stakeholders on architecture, operations, and best practices aligned with the Azure Well-Architected Framework.
- Actively listen to and understand customer priorities, advocate on their behalf within Microsoft, and drive outcomes measured through customer satisfaction, operational excellence, and business impact.
- Build strong technical relationships with customers and Microsoft stakeholders, establishing credibility through deep technical expertise and trusted guidance.
- Communicate complex technical concepts and recommendations in clear, actionable terms to both technical and executive audiences.
Incident Leadership & Operational Excellence
- Lead complex troubleshooting efforts across infrastructure, platform, and application layers, including critical and high-severity incidents.
- Operate effectively in high-stakes, customer-impacting incidents, combining platform expertise and customer business context to accelerate mitigation, recovery, and restoration of service.
- Facilitate Root Cause Analysis RCA activities for critical incidents, helping customers identify corrective and preventative actions that reduce future risk.
- Analyze support cases, operational telemetry, incident trends, and platform events to identify recurring risks and recommend proactive remediation measures.
- Drive reduction of reactive operational demand through reliability-focused recommendations, operational maturity improvements, resiliency best practices, and service optimization initiatives.
- Promote operational excellence across reliability, availability, security, performance, recoverability, and capacity management.
Proactive Risk Management & Continuous Improvement
- Perform proactive health assessments, risk reviews, and operational analysis to iden
