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Microsoft Customer Experience Program Manager II 
India, Telangana, Hyderabad 
317418366

13.08.2024

Required Qualifications:

  • Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 2+ years experience in engineering, product/technical program management, data analysis, or product development
    • OR equivalent experience.
  • 2+ years of experiences in managing customer and partner communications.

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:

  • Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business,
    • OR related field AND 5+ years experience in engineering, product/technical program management, data analysis,
    • OR product development
    • OR equivalent experience.
  • Understanding of Cloud Infrastructure, cloud services, usage scenarios and implementations.
  • Proven success working in a complex environment and across a diverse set of business, engineering, and operational stakeholders.
  • Demonstrated ability to engage with customers and partners to understand their business needs and priorities.
Responsibilities
  • Service/Feature Advocacy and Enablement:
    • Own critical and complex capacity management function for designated regions in Azure Compute
    • Proactively identify and analyze risks to the capacity health for Compute, trigger mitigation strategies and actions.
    • Identify opportunities for capacity optimization and efficiency improvements within Azure Compute infrastructure.
    • Navigate complex, strategic, high-profile customer event requirements and needs.
    • Partner with infrastructure, planning, and forecasting teams to drive capacity enablement across Azure data centers worldwide.
    • Partner with Capacity Support, Capacity Operations teams to review and address quota/capacity escalations for customers.
    • Explore existing processes and solutions within the org, company and establish partnerships to leverage those solutions to add value to Cloud customers.
    • Contribute to strategic initiatives to improvise the processes and tools to provide the best capacity customer experience.
  • Blocker Resolution:
    • Resolve day-to-day issues within scope before escalation to other teams.
    • Enables support teams with necessary resources and guidelines to address customer issues.
  • Ecosystem Enablement:
    • Contribute to overall better efficiencies within our process/procedures through initiatives, automation, and other digital self-help tools to improve customer experience.
    • Work with Field leadership, Engineering Groups, and other partner teams in establishing strategic growth initiatives.
    • Establish, monitor, and report out against customer metrics and KPIs for the resources you manage.
    • Coordinates cross-functional teams of architects, engineers, and support to relay customer goals and may evaluate suggested actionable solutions.
    • Utilize analytics to gain insights into customer behavior and needs, driving improvements in customer experience.