Microsoft Corporation Enterprise Cloud Operations Manager in Dublin, Ireland
The Exchange Enterprise Cloud Operations Manager is responsible for the successful partnerships between our customers and Microsoft internal and external teams with regards to Incident Management and post incident accountability. A successful candidate will possess excellent written and verbal communications skills, can drive change based on incident analysis, provide industry best practices for incident reduction and properly assess and communicate technical issues between Microsoft engineering and our customers.
Candidates must have a passion for customer satisfaction and demonstrate the ability to identify and implement areas of improvements.
Candidates must be able to demonstrate the ability to effectively facilitate and lead cross-team collaboration between internal and external teams, business units and customers.
The Exchange Enterprise Cloud Operations Manager is expected to direct teams of highly skilled Engineers by example in articulating the business impact in a manner that is relevant to customer priorities as well as the requirements and restrictions of a large-scale service offering.
This role requires strong communications skills and imaginative, bold thinking in all situations.
Business experience should include services delivery leadership in complex services environments.
A day in the life
Our priority will always be service restoration, which will force you to switch dynamically between proactive and reactive work. We will hold other teams accountable for incidents where process of people was to blame, ensuring that we do our part to reduce impact to our customers and their experience with Office 365 - Exchange. A large part of our daily workload includes triaging new work items that come into Exchange from various teams and application within Microsoft. We engage with many different teams for resolution - from our peers in Engineering to Exchange developers to network infrastructure or customer configurations. Successful candidates will be able to speak with customers under pressure. These are not always the most pleasant discussions, but to be successful, you will need to effective in communicating, even when delivering difficult messages. We manage the process for Exchange. While a successful candidate does not need to have an engineering level of technical competence, knowing the product and how our service works is critical to our success. The Exchange Enterprise Cloud Operations Manager provides customers with a unique team of highly effective relationship managers with a deep understanding of the technical nuances of the service.
• Must have a degree (BS/BA) or equivalent work experience. Higher education preferred.
• Minimum of 5+ years working experience in Support, Consulting, client/project management, high-end professional services environment or relevant experience.
• 5+ years business management and process experience
• 5+ years enterprise IT support experience
• 5+ years front line management experience