Microsoft Corporation Hiring for Technical Program Management at Pune, India Full Time

Does pioneering new and innovative ways to reimagine and transform end-user productivity across the breadth and depth of Microsoft’s global workforce sound exciting to you? Are you passionate about the future of work, driving innovation and showcasingan employee experience blueprint that inspires customers and partners to navigate their digital transformation? If so, Microsoft Digital (MSD) team is an excellent place for you to grow your career. This team is a 24x7x365 multi-disciplinary operations support function that includes system administration, software engineering, process expertise, incident response & management, change enablement, multi-tier network operations center (NOC), and customer engagement

Microsoft’s mission is to empower every person and every organization on the planet to achieve more, and we’re dedicated to this mission across every aspect of our company. Our culture is centered on embracing a growth mindset and encouraging teams and leaders to bring their best each day. Join us and help shape the future of the world.

Responsibilities

Job Purpose:

This SRC is a 24x7x365 multi-disciplinary operations support function that includes system administration, software engineering, process expertise, incident response & management, change enablement, multi-tier network operations center (NOC), and customer engagement.

The problem manager will participate in our Incident Management Process in support of our industry-leading platform. It is the responsibility of the Healthcare Problem Manager to analyze data and trends from multiple incidents and identify themes which will drive the prioritization of post-incident review action Items across the organization. This is an integral job function within the Global Technology Solutions team that ensures the overall production site health and the performance of core customer facing journeys. 

Responsibilities

• Conduct post incident review and retrospectives after every major incident and ensure incident data and descriptions are accurate. 

• Collaborate with incident managers, Development teams, professional services, service delivery managers and product managers to identify service improvement items and track them to closure.

• Perform trend analysis on problems, root causes and identify patterns and themes. Report out the analysis and recommendations to address those problem themes to management.

• Analysis of Incident, event and change data and the identification/prioritization of Problem trends. Drive resolution of problem tickets with appropriate service owners.

• Monitor aging problems and service improvement items.

• Weekly follow up with teams and escalate as needed and ensure completion in a timely manner. Once items are implemented, validate that the problem is solved and share learnings as applicable.

• Help to continuously improve the Problem Management Process and Incident Response Process.

Embody our culture and values

Qualifications

Qualifications

Required/Minimum Qualifications

• Bachelor’s Degree in Computer Science, Information Technology, or related field and 3+ years of relevant problem management experience.

• ITIL Certified – You have a solid understanding of ITIL processes – Incident Management, Problem Management, Change Management in a large scale, high uptime environment.

• Experience with facilitating root cause analysis and similar problem-solving techniques.

• Knowledge and application of Site Reliability Engineering, Platform Engineering, and DevOps framework and concepts like Observability, Reliability, Availability, and Performance.

Additional or Preferred Qualifications

• Experience working in a Remedy Force, Jira, Confluence.

• Experience in a large SaaS environment

• Understanding of Linux and Windows systems in support of a SaaS product 

• Understanding of virtualization & containerized platforms: Kubernetes

• Understanding of networking technologies: TCP/IP, DNS, Routing, HTTP

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) .