Senior Program Manager

6 months ago

Hyderabad, India Microsoft Full time

Overview

Microsoft is a company where passionate innovators come to collaborate, envision what can be and take their careers to levels they cannot achieve anywhere else. This is a world of more possibilities, more innovation, more openness, and the sky is the limit thinking a cloud-enabled world.

Microsoft Dynamics 365 and Microsoft Power Platform are at the heart of our customers digital transformation journey. Our products meet today’s challenges by bringing customers and business together with the next generation of CRM and ERP applications. Recognised as a platform leader across Sales, Marketing, Service, Finance, Operations, Commerce, HR and Automation, an increasing number of enterprises rely on Microsoft Dynamics to operate their businesses. 

We are hiring for new roles where you can surround yourself with people who are passionate about cloud computing and believe that extraordinary support is critical to customer success.

In the Business Applications Platform (BAP) – ACE Team, we are now hiring a technical program manager to join our team. We are a new, fast growing engineering team of customer-obsessed individuals seeking engineers that enjoy solving complex problems and working with customers to improve the Dynamics customer experience. experience.

We are fundamentally changing how we deliver world-class support to our top Dynamics 365 customers and building a new global support and operations team to do it. We are looking for a customer-obsessed Advanced Cloud Engineers ( ACE ) to help us reinvent customer support for our largest customers

We are looking for Program Manager with technical expertise and experience in the successful delivery of services in complex and challenging environments. 

What we offer:

An environment that fosters continuous learning of new skills and technologies. Be part of one of the fastest-growing businesses as we continue to release new capabilities for Dynamics 365. Opportunity to work alongside the engineering team responsible for the design, development and release of Dynamics 365. Opportunity to help shape the future product direction.

Qualifications

Deep understanding and demonstrated hands-on experience of implementation, troubleshooting and supporting one or more of the Dynamics 365 products (Sales/Core Service/Field Service / Marketing) is a must – Dynamics Customer Engagement (CRM).  Passion for customers and focus on delivering the right customer experience.  Understanding of cloud computing technologies is highly desired - Azure Core Platform; Data Platform: SQL, Azure DB ; Application development experience; Power BI, PowerApps  Ability to learn new technology in a fast-paced environment Desired B.S./B.A. Degree in Computer Science, Engineering or Equivalent Experience.  7+ years in a Technical position with exposure to customer side troubleshooting  Passion for customers and focus on delivering the right customer support 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.

Preferred/Additional Qualifications (Optional, at HM discretion)

Experience implementing (functional or technical) and supporting Dynamics 365 or competitive solutions. Technical proficiency in adjacent technologies including one or more of the following: Office 365, Power BI, PowerApps, Microsoft Azure, Azure Logic Apps, Flow, SQL, SSRS, AAD, etc. (certifications a plus). Demonstrated skills and abilities to consistently create an engaging experience for our customers and Partners.  Program or Engineering management experience implementing cloud technologies. Travel: Occasional travel is expected in this role.

Responsibilities

Directly manage the long-term support relationship with appointed Dynamics 365 Customer Engagement customers and resolve critical and complex technical issues in a 24x7x365 global support delivery team.  Take your deep technical and Dynamics 365 Customer Engagement product expertise and combine it with your understanding of our customers’ needs to solve their complex business challenges.  Work with engineering teams to not only reactively support but deliver solutions and new capabilities for our customers most mission critical deployments. Relentlessly champion and advocate for our customers in representing their issues to engineering teams and be a change agent to develop innovative ways to resolve their issues. Being encouraged by the team around you to go above and beyond to delight the customer.  Apply an engineering mindset to eliminate top issues impacting customer experience across large and strategic sets of customers. As a member of the product engineering team you will use your engineering skills to improve our products and services, based on customer feedback and insights gained while supporting them.  Work on critical, highly complex customer scenarios that span across multiple services  Be able to quickly identify customer issues and conduct in-depth diagnostics Contribute in forums and develop self-help documentation and quick "How To" videos  Participate in recruiting and ramping up a global support team for our top customers  Coach/mentor new hires.  Act as a technical escalation point within the team  Develop and present training. Help establish a real-time readiness model for the team by constantly updating training & readiness content as the cloud technology evolves.  Work with leadership on process improvement and strategic initiatives.  Acts as a Designated Responsible Individual (DRI) as part of on-call rotation and work along with other engineers by developing and following the playbook, working on call to monitor system/product/service for degradation, downtime, or interruptions, alerting stakeholders about status and initiates actions to restore system/product/service for simple and complex problems when appropriate.

Key business metrics:

Drive customer success and adoption Reduce time and cost to onboard Provide high quality data to help drive service improvement: Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect

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