Program Manager
Posted on: 10 Oct 2021
Atlanta, GA
Job Description
Responsibilities
Own, manage and drive the end-to-end support experience for a set of strategic Dynamics 365 PowerApps and PowerAutomate customers.
Eliminate top issues impacting the support experience across large and strategic sets of customers by identifying and addressing the root causes.
Drive resolution of critical and complex technical issues in a 24x7x365 global support delivery environment.
Quickly identify and troubleshoot customer reported issues, by analyzing in-depth product diagnostics and telemetry data. Own and drive the timely delivery of quality root cause analysis (RCA) to understand and prevent future occurrence of reported issues.
Solve complex business challenges for customers by using your deep technical and expertise along with your understanding of our customer’s needs.
Deliver solutions and new capabilities for our customers’ mission critical deployments by partnering with product engineering, field teams and other internal Microsoft teams
Relentlessly champion and advocate for our customers in representing their issues to product engineering teams and be a change agent to develop innovative ways to resolve their issues.
Continuously improve the support tooling and processes based on insights gained during support operations, by using your engineering skills.
Actively Contribute to educating the team, customers, and community by actively participating in technical forums and by developing self-help documentation and quick "How To" videos.
Qualifications
3+ years in a technical role with exposure to customer side troubleshooting.
3+ years of experience working with Dynamics 365 PowerApps and PowerAutomate services and demonstrated hands-on experience of implementing or supporting large, complex implementation(s). https://powerapps.microsoft.com/ | https://powerautomate.microsoft.com/
Proven ability to handle customer escalations by maintaining customer confidence as you work toward resolving the issue.
Great customer empathy and executive presence including the ability to explain highly technical issues to varied sets of audience.
Understanding of cloud computing technologies is a must have - Azure Core Platform; Data Platform: SQL, Azure DB ; Application development experience; Power BI, Power Apps, Power Automate
Microsoft
Redmond, WA
Microsoft Corporation develops, licenses, and supports software, services, devices, and solutions worldwide. Its company’s Productivity and Business Processes segment offers Office 365 commercial products and services, such as Office, Exchange, SharePoint, Skype for Business, Microsoft Teams, and related Client Access Licenses (CALs); Office 365 consumer services, including Skype, Outlook.com, and OneDrive; LinkedIn online professional network; and Dynamics business solutions comprising financial management, enterprise resource planning, customer relationship management, supply chain management, and analytics applications for small and medium businesses, large organizations, and divisions of enterprises.
The company’s Intelligent Cloud segment licenses server products and cloud services, such as SQL Server, Windows Server, Visual Studio, System Center, and related CALs, as well as Azure, a cloud platform; and enterprise services, including premier support and Microsoft consulting services to assist customers in developing, deploying, and managing Microsoft server and desktop solutions, as well as provides training and certification to developers and IT professionals.
Its More Personal Computing segment offers Windows OEM, volume, and other non-volume licensing of the Windows operating system; patent licensing, Windows Internet of Things, and MSN display advertising; Surface, PC accessories, and other devices; Xbox hardware and software and services; and Bing and Bing Ads search advertising. It markets its products through original equipment manufacturers, distributors, and resellers; and online and Microsoft retail stores.
Microsoft Corporation has collaboration with E.ON, NIIT Technologies Ltd., CUNA Mutual Group, and Mastercard Incorporated; strategic alliance with Nielsen Holdings plc and PAREXEL International Corp.; and a strategic partnership with SK Telecom Co., Ltd. The company was founded in 1975 and is headquartered in Redmond, Washington.
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IndustryInformation Technology
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No. of Employees131,000
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Website
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Jobs Posted5062
