Shift Operations Lead

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.
Technical Advisors are responsible for ensuring the development of Support
Engineers (SE) technical capabilities. The TA is an expert at coaching and
mentoring on case management standards which enable engineers to improve
throughput and handle ever-more complex cases. TAs deliver unique value by
utilizing their technical knowledge to ensure ramp-up and readiness of the
Support Engineering staff to assist customers with issues while maintaining a
high-quality bar.
An Engineer TA is a service delivery focused subject matter expert. You will
own incident metrics such as Speed of Resolution, Solution, etc. as well as
quality of the support experience. The primary responsibility is to the
engineers in a regional team, focusing on the higher volume services and
engaging through technical mentorship, readiness. Your primary activities are
targeted towards support incidents and individual mentoring to unblock
customer technical issues directly with support engineers. You will also
manage collaboration across teams and escalations.
A Service TA is focused on the success of one or more services and of the
overall pod or team. You will own service metrics such as Speed of Resolution,
Solution, etc. and deflection rates. Responsibility is spread across various
stakeholders like team managers, Engineer TAs, Supportability PMs and PG. Your
primary activities are targeted towards supportability (of the product or
service) and overall pod, team effectiveness, in partnership with
Serviceability. Primary focus is making sure that service delivery has tools,
processes, and documentation to resolve incidents

Responsibilities

TA Responsibilities
* Identify and analyze skill-gaps in team or Pod; contribute to the creation of readiness plans and content
* Own Case management duties (technical review, triage, incoming inspection for SIE (Service Interruption Event), case progression, impact to customer wellness, reduced time to... measures)
* Enable swarming and collaboration activities, including advanced troubleshooting
* Approve and review escalations (regardless of destination - to Escalation Engineer or Engineering Group)
* Improve existing and develop new troubleshooting workflows and troubleshooting guides (TSG)
* Ensure landing of new feature onboarding
* Own cases, as business demands
* Provide ramp activities for junior engineers, knowledge sharing, technical coaching and mentoring
* Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)
* Lead or participate in building communities with peer delivery roles; may be workload or specialty specific
Optional Responsibilities
* Technical interviews for new hires
* Assist acting team manager or POD lead
* Interface with CSAM to maintain good customer relations (Premier-focused LOBs)
* Process improvement feedback to appropriate DP and MSFT stakeholders
* PG Collaboration including triages
* Approval of escalations to product group (known as ICMs, Bugs or similar - varies by SBU)
* Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
* Influence behaviors to derive desired outcomes replaced Provide Metrics Oversight
* Lead or participate in building communities with peer delivery roles (SEE, EE, EEE, TA); may be workload or specialty specific.
* Release management and deployment (ensure it happens, do not own directly)
* Trends, forecast for LOB
* Responsible for oversight of Speak Up! items (Consumer)
Optional Responsibilities for an Engineer TA
* Readiness content - identify need for and, or create content
* Assist, acting team Manager, POD lead
* Interface w, TAM to maintain good customer relations (Premier-focused LOBs)
* Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
* Influence behaviors to derive desired outcomes replaced Provide Metrics Oversight
* Lead or participate in building communities with peer delivery roles (SEE, EE, EEE, TA); may be workload or specialty specific.
Optional Responsibilities for a Service TA
* Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process)
* Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
* Lead or participate in building communities with peer delivery roles (SEE, EE, EEE, TA); may be workload or specialty specific.
* Trends, forecast for business

Qualifications

Language Qualification
English Language: fluent in reading, writing and speaking.
Qualifications
Required/Minimum Qualifications
* ‎4+ years in system development, network operations, software support, IT, consulting, or technical troubleshooting experience
* OR Bachelors Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND ‎3+ years in system development, network operations, software support, IT, consulting, or technical troubleshooting experience.
‎3+ years prior product, customer support and/or technical support experience.
‎2+ years of experience managing or mentoring individual contributors

Additional or Preferred Qualifications
* ‎5+ years in system development, network operations, software support, IT, consulting, or technical troubleshooting experience
* OR Bachelors Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND ‎5+ years in system development, network operations, software support, IT, consulting, or technical troubleshooting experience.

Good understanding in Exchange architecture
Experience with Exchange ‎2013, ‎2016, ‎2019 and Exchange Online
Experience with Windows Server ‎2012, ‎2016 and ‎2019
Design, administration and/or support experience with Exchange On-Premise and
Exchange Online environments.
‎4+ years prior product, customer support and/or technical support experience.

Experience - Technical proficiency in and learning attitude.
Proven ability to lead people to achieve success
Familiarity with Azure and/or compete cloud products
Strong customer service, communication, problem-solving and interpersonal
skills
Problem-solving skills
Self-motivation and an ability to use initiative
Self-motivated and directed.
Proven ability to lead people to achieve success.
Capacity to deal with difficult customers and ability to thrive in ambiguity
This position will require you to work on night and early morning shifts.
Please note that shifts might change according to business needs.
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.

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.