Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.




With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.




Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Responsibilities

Are you passionate about impacting customer perceptions of Microsoft?s Products? Do you want to drive massive improvements into products and cloud services on behalf of our customers, partners and the field?


The Worldwide Data & AI Supportability Org is a diverse team of passionate people, across geographies with varying technical and managerial experiences. The Data and AI portfolio includes Data, Analytics, and BI tools that empower our customers and partners to realize greater business value & ROI. The wide range of Products/Services include: All Azure Data Products, Power BI, SQL Server, Cognitive, AI & IoT services.


Supportability Program Managers in the Data and Artificial Intelligence Team are responsible for gathering information from a variety of feedback channels, aggregating and prioritizing that feedback for the purposes of issue identification and then driving appropriate Product enhancements and driving appropriate actions to mitigate the identified issues.




PRIMARY RESPONSIBILITIES

- Partner with product teams and the support delivery teams to drive Supportability efforts like- Incident deflection or reduction efforts, efficiency gains by improving documentation, and implementing solutions for reducing time to resolution.

• Distill and prioritize feedback and impact data from broad variety of listening channels including Commercial Technical Support, Communities and Forums, Social Media, MVPs, MCS, GetHelp, PFE, MS Field, Microsoft Partners, etc. to identify the top problem areas, issues, and risks for a product, cloud service or group of products and services.


• Communicate top problem areas, issues and risks to the involved product and business groups, stakeholders and partners.


• Partner with product teams and provide customer feedback and impact data to influence key business decisions that benefit customers while balancing the critical needs of the Microsoft business.

An ideal candidate would have prior experience with enterprise server environments and cloud services.

• Deep dive analysis of technology areas


• Staff SPM for spikes or new releases

- Open sources technologies- not in-depth; DB knowledge; Basic programming.

o Linux Background, Big Data technology, Open Sources Database background.

- BI and Analytics skills- Excel Pivots, Power BI, etc.

• Communication and Presentation

Qualifications

KNOWLEDGE, SKILL AND EXPERIENCE REQUIREMENTS

• Passion for technology and improving overall product quality.


• Strong customer focus, excellent communication skills, and the ability to work in a fast-paced team environment.


• Self-motivated and independent thinker that routinely translates circumstances and understanding into actions that move the business forward in a measurable manner.


• Excellent analytical, problem resolution and decision-making skills


• Disciplined program management and cross-group skills, including the ability to get what you need from others while working around their own legitimate priorities.


• An understanding of Microsoft Product Groups and the product development life cycle.


• Courage and conviction to drive decisions and defend positions as appropriate.

An ideal candidate would also possess the following skills:

• A strong understanding of the Microsoft support delivery business and demonstrated ability to effectively collaborate with key partner & CSS business owners.


• Experience and confidence in working with senior leaders to achieve common goals.

Required Qualifications:

• Strong experience in a project management of leading and delivering results, product support, developer support, IT DevOps, IT Admin/support, Systems Development, or Consulting or IT/Network Operations.


• Demonstrated experience in one or more of the following:

o Microsoft Azure Platform:

o Cloud Computing

o Microsoft Azure architecture and its components (Fabric, Compute, Storage, RDOS, Management

Portal)

o Azure Open Source Databases (Azure Database for MySQL, Azure Database for Maria DB, Azure

Database for PostgreSQL) and Microsoft SQL Cloud (Azure SQL DB)

• Analytical skills

Preferred Qualifications:

• BS in computer science or engineering or equivalent industry experience is preferred.

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.




Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.




Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.