Microsoft
Senior Product Manager - CTJ - Poly
Microsoft, Redmond, Washington, United States, 98052
Overview
Join the TREE team and help us ensure operational service excellence and revolutionize the way Microsoft 365 operates at scale for our largest customers. You will work with a team of experts focused on incident management and operational efficiency. You'll also deliver on process improvement, incident management, and post-incident follow-up to drive excellence in an air-gapped cloud environment, making operations easier, safer, and cheaper. As a Senior Product Manager in M365 Government Operations, you will play a key role in 24x7 incident management while also crafting, implementing, and executing processes to streamline operations and reduce friction. You will play a key role in positioning Microsoft to deliver industry-leading cloud-based services to our largest government customers through improved operational processes. This position requires a combination of customer-focused operational expertise, project management, process optimization, and execution skills. You are a natural problem-solver and always embrace the best idea, even when it is not your own. 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
Respond to and effectively coordinate incidents across multiple organizations within Microsoft. Participate in on-call rotation supporting 24x7 operations. Manage incident response and assist with root cause analysis. Analyze data, review existing processes and tools, provide operational insights into customer experience, service reliability and quality to Engineering and Product teams. Provide guidance on best practices for cloud operations and drive for continuous improvement in operations processes and procedures. Establish and report key performance metrics to measure the efficacy of the operational improvement techniques and determine the effectiveness of the underlying processes. Contribute to the development and support of new or existing tooling and predictive models to identify and test potential improvements in product development and operations. Proactively identify and resolve people, process and technology issues to reduce incident mitigation time and to prevent incidents from happening.
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Respond to and effectively coordinate incidents across multiple organizations within Microsoft. Participate in on-call rotation supporting 24x7 operations. Manage incident response and assist with root cause analysis. Analyze data, review existing processes and tools, provide operational insights into customer experience, service reliability and quality to Engineering and Product teams. Provide guidance on best practices for cloud operations and drive for continuous improvement in operations processes and procedures. Establish and report key performance metrics to measure the efficacy of the operational improvement techniques and determine the effectiveness of the underlying processes. Contribute to the development and support of new or existing tooling and predictive models to identify and test potential improvements in product development and operations. Proactively identify and resolve people, process and technology issues to reduce incident mitigation time and to prevent incidents from happening.
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