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We got a new job details in Microsoft & they are Hiring Candidates for Supportability IC4
Job Details
Company Name : Microsoft
Company Location : Bengaluru, Karnataka
Job Position : Supportability IC4
Job Category : Jobs in Bengaluru
Job Description :
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.
Responsibilities
Drive partnership and collaboration partnering closely with Dynamics product engineering, support leadership and other supportability efforts to effectively change and improve the product and support experience.
Analyze, define, and communicate support experiences that align with business, product roadmap, and Customer experience objectives. This includes gathering and defining requirements, conducting feasibility assessments, and forecasting for different scenarios and driving improvements into support delivery.
Build, maintain and teach Dynamics 365 Customer Engagement Supportability BI data supporting the global management teams to empower deeper analysis of product trends.
Build and maintain detailed Customer journey / scenario documentation.
Assist in identifying key support readiness scenarios though partnership w/ Service Delivery leadership and stakeholders.
Represent CSS and the customer experience in R&D meetings, potentially up to the CVP level. Triages, spec reviews, operational quality meetings, and design discussions are common.
Effectively plan and execute collaborative engagements with key stakeholders in CSS and R&D.
Review product specifications on future product releases and collaborate with CSS readiness on targeted work items
Collaborate with CPE product quality leads to help drive issues into R&D and to ensure maximum Support Readiness functions for product launches.
Drive regular updates to key stakeholders to ensure risks are caught early, plans are build, and ownership is assigned to proactively address issues before they build into broader issues within the Customer base.
Qualifications
5 years of Dynamics 365 Customer Engagement and related products & services, especially with applications.
Demonstrated project management experience
Passion for technology and improving overall product quality.
Strong customer focus, excellent communication skills, and the ability to work in a fast-paced team environment.
Self-motivated and independent thinker that routinely translates circumstances and understanding into actions that move the business forward in a measurable manner.
Excellent analytical, problem resolution and decision-making skills
Disciplined program management and cross-group skills, including the ability to get what you need from others while working around their own legitimate priorities.
Strong and demonstrated experience of Office productivity tools such as Word, Excel, PowerPoint
Courage and conviction to drive decisions and defend positions as appropriate.
An ideal candidate would also possess the following skills:
A strong understanding of the Microsoft support delivery business and demonstrated ability to effectively collaborate with key partner & CSS business owners.
Experience and confidence in working with senior leaders to achieve common goals.
SQL Server query language
Kusto/Kusto Explorer language
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.
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