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Microsoft Serviceability Manager United States 854065372
16.07.2024
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Required/Minimum Qualifications:
- 3+ years of experience of managing individual contributors. Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years of operational excellence, delivery management, account management, sales, or vendor management experience OR 7+ years of operational excellence, delivery management, account management, sales, or vendor 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.
Additional or Preferred Qualifications:
- Microsoft Technology Certifications
- 5+ years of managingindividual contributors.
- Ability to set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve those goals.
- Flexibility and ability to adapt to ambiguous and changing situations
Ability to manage high pressure situations
Microsoft will accept applications for the role until July 20, 2024.
People Management
- You lead a team/ group of product experts that solve complex customer technical issues by practicing leadership principles, driving accountability and attracting/ retaining good people.
Supportability
- Proactively drive 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 drive reduction in support volumes
- Utilize AI capabilities for creating automation and streamline manual activities to drive 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.
- Drive your team to deliver release roadmaps and build comprehensive views of engineering release pipeline through engagement with the engineering product team. Ensure your beta team works closely with the Deployment services, Learning and Development teams to enable New Release Support Readiness.
Embedded Escalation Engineering
- 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 stronger 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.
Success Measures:
- Using the OKR framework drive outcomes and ROI for customers, business, and stakeholders.
- our
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