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Company Name : Microsoft
Location : Issaquah, WA
Position : Business Program Manager- Incident Manager
Job Description : Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
This Incident Manager role will focus on Reactive Support Management for Premier and Unified Support customers as a key member of the account team. You will actively engage with customers and Microsoft Support Engineers to manage support request health while developing relationships and account-specific context. Insights derived from Reactive Support Management activities will empower this role to tailor the customer’s reactive support experience and assist with proactive risk mitigation and overall Operational Health improvement.
Responsibilities
Overview
This role is responsible for driving positive outcomes end to end within reactive support, including healthy reactive support case progression and management across both standard and critical severity cases. Resources are aligned directly to customer accounts and own all levels of escalation handling, reporting, problem management and customer communications.
This role will partner closely with Customer Success Account Managers (CSAMs) to support the development of insights that can inform solution and operational health program development
Communication & Leadership
As a key influencer and advocate for the customer, you will build strong relationships with internal and customer-facing stakeholders. In partnership with the Customer Success Account Manager (CSAM), you will be the trusted central commander within the Reactive Support Management space.
You will showcase confident leadership and communicate in a timely and professional manner while driving reactive support request health. This will include direct interactions with customers to gather the business impact of support requests, to provide status updates on case progress, and to coordinate actions to improve health in at-risk or unhealthy support requests.
In this role, there is a unique opportunity to identify and champion process, tools, and service delivery program improvements. Through your work, you will help to influence continuous improvement and a more connected customer experience.
Incident Management
Support Request Reviews – Using internal tools and analytical skills, you will identify cases that require action. You will determine the best course of action to maintain healthy support request progression and resolution through consideration of customer-specific knowledge. You will develop the ability to anticipate risk related to customer-specific workloads and solutions and take mitigation action where required.
Critical Situation Management – During business hours, this role will support the active management of select critical situation support requests
Expectation setting – You will help to mitigate relationship risk through proactive expectation setting.
Critical Thinking
Work with engineers as needed to investigate the customer issue further to understand the root cause to drive prevention
Establish a customer obsession approach that puts the customer and the customer operational health in the center
Problem Management
Support Requests Trends – Using internal tools, automation and analytical skills, you will identify and confirm the root cause of support requests and categorize them following a defined standard. These insights will help you and the account team to understand opportunities to maximize the value of the customer’s Premier or Unified Support agreement through the use of proactive services to drive Operational Health improvements. Specifically, this role will be responsible for identifying trends and partnering with Customer Success Account Managers (CSAMs) to build recommendations for customers.
Reporting and Business Intelligence – You will leverage purpose-built tooling and standard reporting to support your understanding of support request volume and trends. This information will serve to support customer conversations and various incident/problem management activities.
Knowledge, Skills and Abilities
Strong problem solving skills with the ability to influence and motivate others
Excellent written and verbal English communication skills, including ability to interface with executive stakeholders
Develops and maintains good working relationships with others. Recognizes different values and styles, and respects others’ unique characteristics or strengths.
Customer-centric and curious; consciously seeks to understand desired customer outcomes and advocates on their behalf
Action-oriented, strong understanding of and ability to articulate customer’s sense of urgency
Acts confidently in uncertain circumstances and seeks to bring develop clarity
Takes well thought-out action to achieve a specific impact
Applies sound, balanced judgement during high impact and urgent situations
Qualifications
Required/Minimum Qualifications
Bachelor’s Degree in Business, Operations, Finance or related field AND 2+ years work experience in program management, process management, process improvement
o OR equivalent experience.
7 years of experience in a technical support, service delivery, or consulting
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:
Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements.
Additional or Preferred Qualifications
Intermediate (200+ level) knowledge of Microsoft products and services with focus on Microsoft Cloud
ITIL and/or Microsoft Foundations certification
Experience working with Public Sector entities
Track record in successfully coordinating activities that involve cross-team of internal/external contacts
The salary for this role in the state of Colorado is between $83,500 and $125,000.
At Microsoft, certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.
Benefits/perks listed here may vary depending on the nature of your employment with Microsoft and the country where you work.US-based employees gain access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and fitness benefits, among others.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
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