Microsoft Director Supportability Data & Analytics 

United States, Washington 

367414823

Required Qualifications

• 12+ years related work experience (e.g., reliability, supportability, serviceability, technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)
  • OR Bachelor's Degree in Computer Science, Information Technology, Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 10+ years related work experience (e.g., reliability, supportability, serviceability, technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)
  • OR Master's Degree in Computer Science, Information Technology (IT), Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 8+ years related work experience (e.g., reliability, supportability, serviceability, technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)
• 3+ years of people management experience

Other Requirements

• 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.

Preferred Qualifications

• 3+ years of experience driving Engineer Readiness, Product Quality and Supportability investments across Cloud & On-prem services
• 3+ years technical consulting, data analysis
• 3+ years experience in program management or technical program management
• 7+ years experience in data analysis and visualization (e.g., Power BI)
• 3+ years experience in training content development and/or training delivery
• Extensive experience with cross-group collaboration, with the ability to build trust and influence with internal and external stakeholders
• Experience leading both direct and virtual teams with a broad array of skills to ensure best-in-class customer outcomes
• Create clarity for teams, translating complex ideas and issues into clear and consumable strategy for technical products

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:Microsoft will accept applications for the role until June 27, 2024.

• Proactively lead support experience improvement with relevant engineering leadership stakeholders, including influencing product improvements on the basis of customer feedback gathered from support channels.
• Lead your team to provide feedback based on case analysis to the engineering product team that feeds into reactive (e.g. bug fixes) as well as proactive/predictive (e.g. auto-healing) product development work to achieve reduction in support volumes
• Utilize AI capabilities for creating automation and streamline manual activities to seek better efficiency.
• Construct an evidence-based business case for significant engineering changes required.
• Direct proactive and predictive measures (auto-healing, deflection, self-service automation), as well as reactive measures (bug fixes)

Beta/Release and Readiness

• Engage early in the Software Development Lifecycle (SDLC) for new products, new feature releases and build knowledge for delivery on upcoming releases. Contribute valuable experience and IP to new service owners on how to design for supportability from day one.

• Use your experience to manage a team of highly skilled escalation engineers who are embedded with the product engineering teams. These are the key technical resources for the product, often possessing a more thorough end-to-end view of the product than the engineering team. Create good processes and touchpoints to make sure the insights from these key resources are positioned with the product improvements for maximum effectiveness.
• Manage escalation engineers and coach them through leadership skills and the opportunities to exert their best-in-class technical skills and experiences to direct the long-term trajectory of the product itself and the service delivery teams who support it.

Other

• Embody our and