VetJobs - The Leading Military Job Board

Every minute of every day, customers stake their entire business and reputation on the Microsoft Cloud. The Azure Customer Experience (CXP) team believes that when we meet our high standards for quality and reliability, our customers win. If we falter, our customers fail their end-customers. Our vision is to turn Microsoft Cloud customers into fans.

We are customer obsessed problem-solvers. We orchestrate deep engagements in areas like incident management, support and enablement. We analyze and amplify those customer voices, both within our own team, and across the Cloud + AI team, bringing the customer connection to the Quality vision for Azure. We innovate ways to scale what we learn across our customer base. Diversity and inclusion are central to who we are, how we work, and what we enable our customers to achieve. We know that empowering our customers starts with empowering our team to show up authentically, work in ways that are best for them, and achieve their career goals.

We are currently looking for a Technical Program Manager to join the Azure Customer Experience (CXP) group in our Customer Reliability Engineering (CRE) team in Dublin. We are searching for a customer-focused person who is passionate about improving the experience of customers and driving improvements across the Azure platform.

This role will have accountability for delivering a consistent reliability-focused customer experience, while applying best-in-class program management practices to orchestrating complex workflows across the team and ensuring consistent and high-quality improvements to the Azure platform. In addition, this role forms part of an on-call rotation which is focused on managing the customer experience during an outage.

The successful candidate will be able to demonstrate technical breadth while managing complex programs and workstreams. They will work directly with Customers, Customer Support, Livesite Teams, and Engineering to drive outcomes on behalf of our customers - if it matters to our customers, it matters to us.

To be successful in this role, you must have a great track record of customer empathy, a systematic and structured approach to work, an innate aptitude for agile troubleshooting, an appreciation for customer communications, and be familiar with cloud computing environments.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

• Collaborate with Service Engineers and Product PMs to ensure the availability and performance of services

• Participate in on call coverage rotation (approx. 10% of time)

• Provide leadership to all customer-facing teams during incidents

• Own and improve the end-to-end incident lifecycle for customers

• Capture feedback from deep customer engagements to drive improvements in the Azure platform

• Identify and drive implementation of customer centric mitigation methodologies

• Bring strong Program Management rigour to help drive and enhance the programs that help us keep ahead of customer needs and platform changes as we rapidly evolve

Personal Qualities:

• Enthusiastic, self-motivated, and a supportive teammate.

• Excellent collaboration, organizational, time management skills

• Data driven with a focus on business results for projects undertaken

• Demonstrated ability to develop key partnerships

• Proven communicator in a technical environment

Qualifications

Required Qualifications:

• Must have Program Management or Product Management experience in an enterprise environment

• Familiarity with Azure services and capabilities and/or cloud platforms

• Communication skills that allow you to take lead and control the communication with customers, internal Microsoft stakeholders and third-party vendors

• Strategic thinking, quantitative and analytical skills, team leadership, and collaboration

• Excellent problem resolution, judgment, negotiating and decision-making skills

• Effectively manage and prioritize multiple tasks

• Ability to communicate to a variety of audiences; including high-profile customers, executive management, and engineering teams.

Preferred Qualifications:

• BS/BA in Computer Science, Engineering, Math or equivalent experience

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .