Technical Support Manager Microsoft Cloud Program

Technical Manager, Microsoft Cloud Support - a builder-leader position overseeing the global Microsoft Cloud Support Program., * Own the Microsoft Cloud support program across Support, Engineering, Sales, and Go-to-Market.

• Lead the strategic partnership with Microsoft, including escalations, roadmap alignment, ticketing integration, audits, and accreditations.
• Act as a senior technical escalation point for complex Azure and Modern Workplace issues.
• Guide engineers through advanced troubleshooting across Azure, M365, Entra ID, automation, and APIs.
• Build, mentor, and develop a high-performing, globally distributed support engineering team.
• Drive operational excellence across KPIs such as MTTR, CSAT, backlog health, escalations, and SLO/SLA performance.
• Implement automation-first and “operations as code” practices in partnership with SRE.
• Collaborate cross-functionally to influence CSP offerings, support tiers, and product roadmaps.

• 7-10+ years of experience in cloud engineering, Azure/M365 support, or platform operations.
• 3-5+ years leading technical teams in complex, fast-paced environments.
• Deep expertise in Azure (Compute, Networking, Identity, Storage), M365 (Exchange, Teams, Intune, SharePoint), and Entra ID.
• Strong experience with diagnostics and observability tools (Azure Monitor, Log Analytics, KQL), PowerShell, and automation.
• Proven ability to lead cross-functional programs and manage strategic vendor relationships.
• Executive-level communication skills with the ability to influence without authority.
• A hands-on, customer-first mindset with comfort navigating ambiguity and building structure.
• Azure certifications preferred (AZ-104, AZ-305, AZ-500).

Ingram Micro offers a platform for long-term growth, diversity and inclusion, global career pathways, and opportunities to develop talent and shape the future of cloud support.