Program Manager II - Hyderabad / Secunderabad @ Microsoft

This role will offer you a unique opportunity to work across CXP Engineering, Support, and Azure Service teams, and to upgrade the way we support our customers and have Azure-wide impact.

• Lead Live-Site Operations for Azure Chat Support detect platform issues impacting the business and drive resolutions by collaborating with partner teams.
• Drive high rate of customer connections with engineers on Chat support monitor and reduce instance of failures.
• Define, implement, and continually improve tools, processes, KPIs, and automation for monitoring Live-Site and customer support engineer connections.
• Build, operationalize, manage, and continually improve processes and tools for managing outages 24x7.
• Provide operational support for chat expansion to new lines of business.
• Build and execute operational reporting and communications.
• Lead / participate in pilots on support innovation and improvements.

Basic Qualifications (must have)

• 4+ years of related experience leading technical, cross-functional, and cross-organizational programs from ideation to execution.
• Excellent verbal and written communication skills with experience in creating executive presentations, technical specs, and white-papers.
• Strong analytical capabilities with proficiency in Excel to analyze large datasets.
• Empathy for Customers and for engineers in the Support community
• Demonstrated operational excellence mindset
• Active networking and relationship management skills
• Working knowledge of Power BI, SQL Queries, Kusto and Azure DevOps
• Core PM Skills:
  • Excellent project/program management skills.
  • Ability to deal with ambiguity, prioritizing across multiple partners and projects.
  • Ability to multi-task and yet deliver results consistently.

Preferred Qualifications (nice to have)

• Experience with delivering customer support.
• Knowledge of Cloud Computing and Azure (or a competitor)
• Bachelors degree in Computer Science/Engineering or equivalent work experience
• Desired, but not required:
  • PMP, ITIL, Scrum
  • Certification in Microsoft Azure and/or competing Cloud Technologies (desired, but not required)