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Microsoft Corporation Senior Technical Program Manager (Problem Manager) in Burlington, Massachusetts

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 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 (M SD ) ’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/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 Change Process, Problem Management Process, and Incident Response Process. 

Qualifications

Required/Minimum Qualifications:

  • Bachelor's Degree AND 4+ years experience in engineering, product/technical program management, data analysis, or product development

o OR equivalent experience.

  • 3+ years of experience managing healthcare related cross-functional and cross-team projects.

  • 3+ years’ experience working in Incident Management, Problem Management, or Change Management in a large-scale, high-availability environment where patient health and safety is key.

  • 3+ years’ experience supporting and managing within healthcare product lines including application support and post-incident review and collaboration.

Additional/Preferred Qualifications:

  • ITIL (Information Technology Infrastructure Library) Certified or relevant experience - You have a solid understanding of ITIL processes - Incident Management, Problem Management, Change Management in a large scale, high uptime environment working with multiple teams and specializations.

  • 6+ years experience managing cross-functional and/or cross-team projects.

  • 3+ years’ experience with platforms and applications in a large SaaS and PaaSenvironment. 

  • You are data driven with a forward looking, collaborative perspective to continual service improvement.

Technical Program Management IC4 - The typical base pay range for this role across the U.S. is USD $112,000 - $218,400 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $145,800 - $238,600 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

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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) .

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