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Microsoft Hiring for Senior Technical Program Manager (Problem Manager) at Burlington, MA Full Time
Job Description
OverviewDoes 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 showcasing an 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. Microsoft Digital (MSD)’s mission is to power, protect, and transform the employee experience at Microsoft around the world. Come build community, explore your passions, do your best work and be a part of the team within Microsoft’s Data Platform & Growth (DPG) organization and Experiences & Devices (E+D) division. Microsoft Digital (MSD), is the team that innovates, creates, and delivers the vision for Microsoft’s employee experience, human resources, corporate and legal affairs, global real estate products, and runs Microsoft’s internal network and infrastructure, plus builds campus modernization and hybrid solutions. You will leverage the latest technologies and focus on empowering Microsoft employees with the tools and services that define both the physical and digital future of work. The Microsoft Digital, Global Technology Service Site Reliability Center (SRC) is focused on supporting our growing portfolio of healthcare customers. The SRC drives for ongoing operational stability and uptime including incident response and post-incident recovery and root cause analysis for the healthcare product lines. As a Senior Technical Program Manager (Problem Manager) in the SRC, you will focus on ensuring that immediate and future problem management requirements are met while driving visibility, process improvement, resiliency and metrics improvements. This will be accomplished by working across teams to improve cyclical process improvements, increasing resiliency and uptime through accountability for our critical Healthcare customers. This role can and will have a direct impact on the success of our own, and our customers’ ability to achieve their missions. Location: By applying to this U.S. based position, while remote work is possible, relocation does not apply/is not provided for the role. Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
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 on the analysis and recommendations to address those problem themes to management. Analysis of Incident, event and change data and the identification/prioritizationof 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 Change Process, Problem Management Process, and Incident Response Process.
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 on the analysis and recommendations to address those problem themes to management. Analysis of Incident, event and change data and the identification/prioritizationof 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 Change Process, Problem Management Process, and Incident Response Process.
