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Microsoft Senior Technical Program Management 
India, Telangana, Hyderabad 
332443086

13.08.2024

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The ideal candidate for this role should have 7+ years of experience driving operational excellence for a service-based product. You have excellent project management skills yet can think big, and be hands on to lead end to end process execution. You will cultivate collaborative relationships with our support delivery managers and other stakeholders to meet shared goals. You are comfortable in the details and will roll up your sleeves to help make our ACEs successful in providing world class support to Azure’s largest customers experience at a cloud provider is a plus.

Qualifications

Required/Minimum Qualifications
• Bachelor’s Degree and 7+ years experience in product/service/project/program management or software development
o OR equivalent experience.
• Background in driving operational excellence for a service
• Have strong data and analytical skills set
• Excellent communication, presentation, and project management skills with the with the ability to articulate progress, status to leadership and as well as across the org diverse stakeholders
• Proven combination of demonstrated business acumen, deep technical knowledge, and excellent communication and storytelling skills that have allowed you to solve difficult problems and drive clarity for stakeholders in ambiguous settings.
• Proven experience working with senior leadership and providing updates on customer

Additional or Preferred Qualifications
• Bachelor's Degree AND 10+ years experience in product/service/project/program management or software development
o OR equivalent experience
• Proficient in using Agile tools and methodologies and solid product management mindset and 3+ years experience working with Azure or other cloud platforms and services.
• Track record of establishing goals and exceeding them, including taking responsibility and holding others accountable for actions, decisions, and goals.
• Passion and experience in solving complex and ambiguous problems.
• Familiarity in the Technical Support industry and Technical Support-related KPIs.

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.

Responsibilities
In this role, you will own and drive the success of a cohort of AED customers in partnership with ACE delivery managers to enable their ACEs to provide world class support for these customers. Key responsibilities include:
•Drive successful adoption of the AED end to end customer experience, overseeing pre-sales and onboarding of our customers onto our AED support offer. Ensure ACE compliance to standardized processes and tools to drive high quality ACE engagements with their AED customers.
•Proactively collaborate with ACE delivery leadership to create and manage KPIs for your cohort of AED customers to track and analyze their experience. Design and maintain reports to identify areas for improvement.
•Create documentation such as policies, procedures, workflows and user guides
•Enable ACE success by
-Driving strategic reviews, targeted 1:1 support and incentives.
-Bring visibility to how ACEs deliver support, manage change and communications
o Developing + maintain training materials for your cohort of ACEs
•Build and maintain relationships with stakeholders, including engineering, cross org leaders across support delivery organizations, field organizations, and more.
•Leading special projects aimed at improving operational efficiency as well as driving improvements to Azure services as well as AED capabilities
You are a great fit if you:
• Lead with a strong internal and external customer focus.
• Thrive on managing multiple priorities simultaneously, have a bias for action
• Are able to interface at all levels of the organization.
• Have experience driving operational excellence for a service based product that has undergone rapid growth, and has evolving customer needs,
• Consistently striving to learn new skills and technologies in a fast-paced environment and can adapt quickly and willingness to fail fast and iterate.
• Self-starter with the aptitude to learn & walk in the shoes of our customers.
• Self-motivated, confident working at a senior level.
• Effective communication skills with the ability to build partnerships
• Lead with diplomacy.
• Great at storytelling through data and reports
• Embody our culture and values

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