manager, technical support Jobs in House Counsel Jobs In Mangaluru

manager, technical support

technical consultant Jobs in House Counsel Jobs In Mangaluru

technical consultant

technical consultant l1 Jobs in House Counsel Jobs In Mangaluru

technical consultant l1

manager technical support

Samsara

<div>
 
 Who We Are
 
 
 
 Samsara (NYSE: IOT) is the pioneer of the Connected Operations&trade; Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing &mdash; and we are excited to help digitally transform their operations at scale.
 
 
 Working at Samsara means you&rsquo;ll help define the future of physical operations and be on a team that&rsquo;s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you&rsquo;ll have the autonomy and support to make an impact as we build for the long term.
 
 
 
 About the role:
 
 
 
 You will be responsible for managing a team of Tier 1 Technical Support Specialists in our Bengaluru office, directly monitoring, reporting, and driving improvements in team-level metrics and KPI&rsquo;s, keeping up with new products and ongoing training and developing processes. Your work will be collaborative in nature, working together with managers in multiple support locations to serve our customers. Your work will be cross-functional in nature and will involve working cross-functionally with Product Management, Engineering, Sales, Operations, and Marketing on a weekly basis.
 
 
 Experience in a technical support role, proven analytical skills, and strong communication skills are a must. You should be comfortable acting as an escalation point with customers, development teams, and sales teams, and be able to manage projects through to completion. Relationship building, prioritization of projects, and super-effective communication define you.
 
 
 Our current Support team brings a diverse set of technical interests and experiences, from hacking on Raspberry Pi&rsquo;s and building web applications, to building gaming computers and rebuilding guitars. We're looking for technically minded, data-driven builders to join our fast-growing team, where you will have a big impact on the success of the product and the company.
 
 
 This is a hybrid position with 2 days work from our Bengaluru office. You must express the T readiness to work in a 24x7 operational environment.
 
 
 
 You should apply if:
 
 
 
 
 <ul>
 <li>
 You want to impact the industries that run our world: Your efforts will result in real-world impact&mdash;helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
 </li>
 <li>
 You are the architect of your own career: If you put in the work, this role won&rsquo;t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
 </li>
 <li>
 You&rsquo;re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
 </li>
 <li>
 You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-calibre team that will encourage you to do your best.
 
 
 
 </li>
 </ul>
 
 In this role, you will:
 
 
 
 
 <ul>
 <li>
 Directly manage a team of Tier 1 Technical Support Specialists and assist in recruiting and hiring to support rapid growth
 </li>
 <li>
 Maintain a high degree of customer satisfaction with the Support Team while ensuring the team meets established SLA&rsquo;s
 </li>
 <li>
 Highly visible to the local team and active in managing schedules and making real-time adjustments to assignments to ensure fast response and quality service
 </li>
 <li>
 Produce reporting that demonstrates team effectiveness to Engineering, PM, and Leadership
 </li>
 <li>
 Explore, implement, and integrate systems that will help the team scale through tremendous growth
 </li>
 <li>
 Successfully manage onboarding and continuous education for members of the team
 </li>
 <li>
 Manage interactions between Support and other departments pertaining to customer issues/feedback
 </li>
 <li>
 Mentoring new hires as the organization grows quickly
 </li>
 <li>
 Model and support the Samsara cultural principles - Obsess over customers, build for the long term, and challenge yourself
 
 
 
 </li>
 </ul>
 
 Minimum requirements for the role:
 
 
 
 
 <ul>
 <li>
 B.A./B.S. required, preferably in a technical or quantitative field
 </li>
 <li>
 10 years of experience in a high volume technical support environment
 </li>
 <li>
 3+ years of experience managing a team
 </li>
 <li>
 Strong spoken and written language skills for working with high-value customers and publishing documentation
 </li>
 <li>
 Interest in working in a fast-growing environment with changing responsibilities, and a tolerance for ambiguity
 </li>
 <li>
 Experience with industrial systems, electronics, tinkering with cars, or similar hands-on work is a plus
 </li>
 <li>
 Experience managing remote workers is a plus
 </li>
 <li>
 Experience with Zendesk is a plus
 
 
 
 </li>
 </ul>
 At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact.
 
 
 
 Benefits
 
 
 
 Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, and much, much more. Take a look at our Benefits site to learn more.
 
 
 
 Accommodations
 
 
 
 Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@samsara.com or click here if you require any reasonable accommodations throughout the recruiting process.
 
 
 
 Flexible Working
 
 
 
 At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual&rsquo;s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.
 
 
 
 Fraudulent Employment Offers
 
 
 
 Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in &lsquo;@samsara.com&rsquo; or &lsquo;@us-greenhouse-mail.io&rsquo;. For more information regarding fraudulent employment offers, please visit our blog post here.
</div>

Manager, Technical Support

Eastvantage

<div>
 
 🌟 We're Hiring: Customer Success Manager! 🌟
 
 
 
 We are seeking a dedicated and proactive Customer Success Manager to ensure our clients achieve their desired outcomes while using our products. The ideal candidate will possess strong communication skills, a passion for customer satisfaction, and the ability to foster long-term relationships with clients.
 
 
 
 📍 Location:
 
 Bengaluru, India
 
 
 
 ⏰ Work Mode:
 
 Flexible office &amp; remote
 
 
 
 💼 Role:
 
 Customer Success Manager
 
 
 
 What You&rsquo;ll Do
 
 
 
 🎯 Plan, initiate, and manage projects end-to-end, ensuring successful delivery from kickoff to closure.
 
 
 📋 Define project scope, objectives, deliverables, timelines, and success criteria.
 
 
 📊 Develop detailed project plans, allocate resources, and monitor progress against milestones.
 
 
 🤝 Serve as the primary point of contact for clients, managing relationships with both current and prospective customers.
 
 
 📢 Communicate clearly with stakeholders and cross-functional teams to ensure alignment and transparency.
 
 
 ⚠️ Identify, manage, and mitigate project risks, issues, and dependencies, including handling escalations when required.
 
 
 ✅ Perform high-level checks on technical requirements, feasibility, and overall solution fit.
 
 
 💰 Ensure projects are delivered on time, within scope, and within budget.
 
 
 📈 Measure, track, and report on customer success metrics and project outcomes.
 
 
 📝 Prepare and maintain project documentation, including technical documentation and contract/tender reviews.
 
 
 🚀 Support continuous improvement by applying learnings across projects and client engagements.
 
 
 
 What We&rsquo;re Looking For
 
 
 
 ✅ 5+ years of experience in project management, customer success management, or risk management roles.
 
 
 ✅ Proven track record of managing complex projects and client relationships.
 
 
 ✅ Strong organizational, time-management, and multitasking abilities.
 
 
 ✅ Excellent communication, leadership, and stakeholder management skills.
 
 
 ✅ Hands-on experience with project management tools, methodologies, and best practices.
 
 
 ✅ Ability to quickly learn and adapt to new technologies and software platforms.
 
 
 ✅ Experience working with CRM systems such as Salesforce.
 
 
 ✅ Bachelor&rsquo;s degree in a relevant field (preferred).
 
 
 ✅ Project management certification is a plus.
 
 
 ✅ Portfolio or examples of successfully delivered projects.
 
 
 Ready to make an impact? 🚀 Apply now and let&rsquo;s grow together!
</div>

Customer Success Manager

Algonomy

<div>
 
 Role: Project Manager/Program Manager
 
 
 Location: Bangalore, India
 
 
 
 
 At Algonomy, we believe the future of our economy is Algorithmic, where businesses will develop resilient, adaptive and agile decisioning abilities that will constantly test and refine AI-driven actions to create the best personal experience for every individual customer at scale.
 
 
 We aim to become the algorithmic bridge between consumers and brands/retailers, and to lead our customers through the Algorithmic transformation imperative. The name Algo-nomy signifies an expertise in algorithms. As technology evolves our lives (and our clients&rsquo;) at hyper-speed, Algonomy stands as a bold, creative and agile brand; and these are also the very qualities that every digital-first business needs in order to be successful in the new normal. We are ambitious, we create category leading solutions in our markets, and we are constantly learning, inventing and adapting to stay ahead of our industry&rsquo;s needs
 
 
 
 
 
 We are looking for an experienced
 
 Project Manager
 
 to lead end-to-end delivery of Customer Data Platform (CDP), analytics, and marketing automation implementations. The ideal candidate has strong technical program management skills, customer-facing experience, and the ability to manage cross-functional teams in fast-paced environments.
 
 
 
 
 
 
 Responsibilities
 
 
 <ul>
 <li>
 Lead planning, scoping, scheduling, budgeting, and execution of CDP and Marketing Automation projects.
 </li>
 <li>
 Solution to customer integration scenarios
 </li>
 <li>
 Drive implementation of ETL pipelines, analytics models, ML workflows, and real-time data integrations.
 </li>
 <li>
 Manage customer communication, expectations, escalations, and stakeholder alignment.
 </li>
 <li>
 Oversee deployment of marketing automation tools and support journey orchestration, segmentation, and multi-channel campaigns.
 </li>
 <li>
 Monitor project progress, mitigate risks, and deliver on time and within budget.
 </li>
 <li>
 Lead and mentor teams of data engineers, analysts, and functional consultants.
 </li>
 <li>
 Deliver project within budget, time lines and quality
 </li>
 </ul>
 
 
 
 
 
 Required Skills
 
 
 <ul>
 <li>
 12+ years in IT with 5+ years as a Project Manager delivering technical projects.
 </li>
 <li>
 Strong expertise in at least one area:
 
 CDP, data engineering, analytics, or marketing technology
 
 .
 </li>
 <li>
 Hands-on experience with one of the Marketing Automation platforms (SFMC, Adobe Campaign, Braze, MoEngage, HubSpot, Marketo).
 </li>
 <li>
 Understanding of journey orchestration, event-based triggers, segmentation, and campaign execution.
 </li>
 <li>
 Knowledge of secure data handling with encryption, access control, and compliance practices (PII/GDPR/CCPA).
 </li>
 <li>
 Knowledge of AI/ML models
 </li>
 <li>
 Experience with real-time data processing, streaming technologies, and cloud platforms.
 </li>
 <li>
 Excellent communication, stakeholder management, and problem-solving skills.
 </li>
 <li>
 Strong leadership and ability to drive outcomes independently.
 </li>
 </ul>
 
 
 Good to Have
 
 
 <ul>
 <li>
 Experience deploying CRM or Marketing Automation solutions end-to-end.
 </li>
 <li>
 Knowledge of identity resolution, customer profile unification, consent management, and marketing governance.
 </li>
 <li>
 Domain experience in retail, fashion, grocery, or restaurants.
 </li>
 </ul>
 
 
</div>

Program Project Manager

Venn - Managed Office Spaces

<div>
 
 
 
 Venn Spaces
 
 offers new-age Managed Office Solutions with sustainability, flexibility, and a customer-centric approach at its core. We deliver custom-built or ready-to-move-in, fully managed workspaces for enterprises and GCCs, ensuring a seamless, hassle-free experience throughout the entire workspace lifecycle.
 
 
 
 
 
 
 
 Project Manager
 
 
 
 
 
 
 
 About The Role:
 
 
 
 Join Venn Spaces as a Senior Project Manager and define the future of workspaces. We are seeking a highly organized and detail-oriented leader who excels at proactive risk identification and strategic budget management. This role is critical for ensuring projects are completed on time, as per quality standards and within financial targets.
 
 
 
 
 
 
 Roles and responsibilities:
 
 
 
 
 
 <ul>
 <li>
 
 
 End-to-End Project Leadership
 
 
 : Drive the successful, simultaneous execution and delivery of multiple projects, assuming full ownership and accountability for meeting all project goals related to design, cost, quality, and schedule.
 </li>
 <li>
 
 
 Creative &amp; Technical Oversight
 
 
 : Apply strong technical accuracy and creativity to every project, ensuring detailed documentation and a strong sense of ownership from inception to completion.
 </li>
 <li>
 
 
 Integrated Team Collaboration
 
 
 : Act as a central connector, collaborating closely with internal cross-functional teams and external consultants to ensure cohesive and timely project outcomes.
 </li>
 <li>
 
 
 Problem Resolution
 
 
 : Proactively own, manage, and resolve complex issues that arise across vendor sourcing, project execution, and final handover phases.
 </li>
 <li>
 
 
 Budget and Timeline Governance
 
 
 : Develop, monitor, and rigorously control project budgets, schedules, and resource allocation to ensure all projects are completed on time and within financial constraints.
 </li>
 <li>
 
 
 Financial Accountability
 
 
 : Oversee the project payment cycle, including accurately checking and certifying vendor running bills and maintaining a meticulous log for governance and financial accounting.
 </li>
 <li>
 
 
 Strategic Support
 
 
 : Provide essential expertise to Real Estate, Design, and Procurement teams, focusing on due diligence, feasibility, buildability analysis, and accurate pricing.
 </li>
 <li>
 
 
 Vendor Performance Management
 
 
 : Negotiate, select, and manage relationships with all vendors, subcontractors, and suppliers, ensuring on-time delivery of high-quality materials and services that meet required standards.
 </li>
 </ul>
 
 
 
 
 
 Experience and qualifications:
 
 
 
 
 
 <ul>
 <li>
 We look for 8 years of experience in the building construction industry with minimum 4-year experience in commercial office fitouts in the capacity of project manager.
 </li>
 <li>
 Proven expertise in managing commercial Fit-out execution projects end-to-end, preferably in a fast-paced or design-forward environment
 </li>
 <li>
 Knowledge of applicable building codes, accessibility guidelines, and sustainability benchmarks
 </li>
 <li>
 Highly organized with a strong aesthetic sensibility and attention to detail and joinery
 </li>
 <li>
 Have a diploma or degree in project management, construction management, or a related field.
 </li>
 <li>
 Hands-on proficiency in: Google Suite, Primavera, MS Projects
 </li>
 <li>
 Bonus: Working knowledge of AutoCAD, Revit
 </li>
 </ul>
 
 
</div>

Senior Project Manager

HealthEdge

<div>
 
 Overview
 
 
 
 
 Product Manager
 
 
 
 
 BASIC SUMMARY:
 
 
 
 We are seeking a forward-thinking Product Manager to shape and advance the strategy, development, and evolution of our healthcare claims administration platform. In this role, you will manage the product lifecycle from concept through release, driving initiatives that address complex business challenges and deliver measurable value to customers. You will partner across the organization to define requirements, prioritize features, and ensure solutions are aligned with market trends, regulatory needs, and our long-term product vision.
 
 
 The ideal candidate blends healthcare industry expertise with strong product management skills, bringing a data-informed, customer-centric approach to decision-making. Experience leveraging AI-enabled tools to accelerate requirements definition, backlog management, and analysis is a plus.
 
 
 
 ESSENTIAL DUTIES AND RESPONSIBILITIES:
 
 
 
 
 Product Strategy &amp; Roadmap Execution
 
 
 
 <ul>
 <li>
 Contribute to the product roadmap in partnership with senior product leadership, ensuring alignment with market needs, business priorities, and strategic objectives
 </li>
 <li>
 Identify and evaluate opportunities to enhance product competitiveness through emerging technologies, regulatory changes, or evolving customer needs
 </li>
 <li>
 Collaborate with engineering, design, and quality assurance teams to deliver features that meet scope, quality, and timeline commitments
 </li>
 <li>
 Develop clear, value-driven epics, user stories, and acceptance criteria informed by market insights and stakeholder input
 </li>
 <li>
 Actively participate in Agile ceremonies and ensure delivery plans remain on track and adaptable to shifting priorities
 
 
 </li>
 </ul>
 
 Market Insight &amp; Requirements Leadership
 
 
 
 <ul>
 <li>
 Gather and synthesize insights from customers, market research, and internal teams to inform product decision
 </li>
 <li>
 Translate complex business requirements into actionable development items, leveraging AI-enabled tools for efficiency and consistency
 </li>
 <li>
 Prioritize backlog items based on business impact, market urgency, and customer value
 </li>
 <li>
 Partner with compliance teams to ensure product features meet healthcare regulations and security standards
 
 
 </li>
 </ul>
 
 Cross-Functional Influence &amp; Collaboration
 
 
 
 <ul>
 <li>
 Serve as a bridge between technical and non-technical teams, ensuring shared understanding of product goals and constraints
 </li>
 <li>
 Work closely with UX/UI to advocate for user-centered design and optimal user experiences
 </li>
 <li>
 Partner with customer success, support, and marketing to enable effective go-to-market strategies, adoption, and customer education
 </li>
 <li>
 Engage with leadership to provide visibility into progress, risks, and product performance metrics
 
 
 </li>
 </ul>
 
 Product Performance &amp; Continuous Improvement
 
 
 
 <ul>
 <li>
 Analyze product usage data, KPIs, and customer feedback to identify enhancements and drive continuous optimization
 </li>
 <li>
 Support impact analysis for proposed changes and contribute to release planning to ensure seamless delivery
 </li>
 <li>
 Maintain awareness of industry shifts, competitive offerings, and payer/provider needs to inform future iterations and long-term vision
 
 
 </li>
 </ul>
 
 Minimum Required Qualifications
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business, Healthcare Administration, Computer Science, or a related field 5+ years of experience in product management, business analysis, or Agile product delivery
 </li>
 <li>
 Familiarity with healthcare or healthtech domains, ideally in payer systems or claims processing
 </li>
 <li>
 Experience working with cross-functional teams in a SaaS or software development environment
 </li>
 <li>
 Experience with Agile tools (e.g., Jira, Confluence) for backlog and requirements management
 </li>
 <li>
 Familiarity with AI-powered tools for requirements generation or analysis (preferred, not required)
 </li>
 <li>
 Understanding of Agile software development methodologies (Scrum or Kanban)
 </li>
 <li>
 Basic understanding of APIs, system integrations, and technical product documentation
 </li>
 <li>
 Working knowledge of healthcare claims workflows, medical billing, and reimbursement models
 </li>
 <li>
 Familiarity with healthcare regulatory frameworks (HIPAA, HITECH) and data standards (HL7, X12, FHIR)
 </li>
 <li>
 Strong communication and interpersonal skills
 </li>
 <li>
 Detail-oriented with excellent organization and documentation abilities
 </li>
 <li>
 Comfortable working in a fast-paced environment with shifting priorities
 </li>
 <li>
 Ability to work independently and as part of a collaborative team
 
 
 </li>
 </ul>
 
 Preferred Qualifications
 
 
 
 <ul>
 <li>
 Certified Scrum Product Owner (CSPO), Pragmatic Institute, or equivalent certification
 </li>
 <li>
 Experience supporting AI-driven or data-intensive product initiatives
 </li>
 <li>
 Exposure to healthcare cloud solutions or interoperability platforms
 </li>
 <li>
 Knowledge of payer systems, provider workflows, or value-based care initiatives
 </li>
 </ul>
</div>

Product Manager

Aeva

<div>
 
 
 About us:
 
 
 
 
 Aeva&rsquo;s mission is to bring the next wave of perception to a broad range of applications from automated driving to industrial robotics, consumer electronics, consumer health, security, and beyond. Aeva is transforming autonomy with its groundbreaking sensing and perception technology that integrates all key LiDAR components onto a silicon photonics chip in a compact module. Aeva 4D LiDAR sensors uniquely detect instant velocity in addition to 3D position, allowing autonomous devices like vehicles and robots to make more intelligent and safe decisions.
 
 
 
 
 
 
 
 Role Overview:
 
 
 
 
 We are seeking an Automotive Software Engineering Manager to lead our Bengaluru automotive embedded software team. This role will partner closely with engineering counterparts in the US and Germany to jointly deliver safety and security compliant firmware for OEM automotive programs.
 
 
 
 
 You will provide both technical leadership and people leadership, overseeing execution, supporting integration with OEM middleware, and ensuring delivery quality aligns with global program milestones.
 
 
 
 
 
 
 
 What You&rsquo;ll Be Doing
 
 <ul>
 <li>
 Lead and grow a team of automotive embedded software engineers based in India
 </li>
 <li>
 Coordinate global execution with US and Germany engineering teams to ensure architectural alignment and seamless integration with OEM middleware
 </li>
 <li>
 Oversee design, implementation, and test of Adaptive AUTOSAR software components and supporting features
 </li>
 <li>
 Guide secure communication implementation including SOME/IP, SecOC, TLS, and DoIP to meet cybersecurity compliance (ISO/SAE 21434)
 </li>
 <li>
 Support functional safety activities (ISO 26262), including diagnostics strategy and safety work products
 </li>
 <li>
 Drive integration with sensor firmware, bootloaders, and RTOS/Linux based firmware on multi core ARM platforms
 </li>
 <li>
 Provide technical guidance, code review leadership, and best practice process adoption across global teams
 </li>
 <li>
 Engage directly with OEM software teams to resolve cross-organization system integration issues
 </li>
 <li>
 Plan and track deliverables, manage risk, and ensure transparency of status toward program milestones
 
 </li>
 </ul>
 
 
 
 
 What You Will Have
 
 <ul>
 <li>
 8&ndash;12 years of experience in embedded software development for automotive or realtime systems, including 2+ years of leadership experience (tech lead or manager)
 </li>
 <li>
 Strong knowledge of Adaptive AUTOSAR architecture, Foundation Components, and middleware integration
 </li>
 <li>
 Hands-on experience with QNX on ARM SoCs
 </li>
 <li>
 Understanding of cybersecurity fundamentals: secure boot, key management, and secure in-vehicle communication
 </li>
 <li>
 Experience supporting functional safety compliance and safety relevant software diagnostics
 </li>
 <li>
 Proven ability to lead distributed engineering execution and collaborate effectively across time zones
 </li>
 <li>
 Strong communication skills and prior collaboration with OEMs or Tier1s
 </li>
 <li>
 Bachelor&rsquo;s or Master&rsquo;s degree in Electrical Engineering, Computer Engineering, Computer Science, or related field
 
 </li>
 </ul>
 
 
 
 
</div>

Automotive Software Engineering Manager _ Bangalore, India

Microsoft

<div>
 
 Overview
 
 
 
 With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&amp;S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft&rsquo;s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers&rsquo; expectations in every interaction, whether in-product, digital, or human-centered. CE&amp;S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft&rsquo;s portfolio of solutions and products. Join CE&amp;S and help us accelerate AI transformation for our customers and the world.
 
 
 Within CE&amp;S, the Customer Service &amp; Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft&rsquo;s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
 
 
 As a Senior Supportability Program Manager, you will be pivotal to understand and solve product or support issues and drive a great Microsoft customer support experience. You will partner with Microsoft Technical Support key stakeholders and product experts across the company to identify opportunities to improve Microsoft products and envision self-serve capabilities, diagnostic tools and automation capabilities. This opportunity will allow you to accelerate your career growth and hone your technical expertise regarding Microsoft products. You will develop technology and industry knowledge and become adept at designing the Microsoft technical support experience.
 
 
 Microsoft&rsquo;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
 
 
 
 
 Advanced Analytical Capability
 
 
 
 <ul>
 <li>
 Interpret large, complex datasets to identify trends, anomalies, and outliers.
 </li>
 <li>
 Conduct root cause analysis and validate findings against operational workflows.
 </li>
 <li>
 Use correlation, variance, and distribution analysis to distinguish systemic issues from isolated cases.
 </li>
 <li>
 Perform complex data cleansing, normalisation, transformation, and preparation for modelling or reporting.
 
 
 </li>
 </ul>
 
 Statistical Analysis &amp; Measurement Validation
 
 
 
 <ul>
 <li>
 </li>
 <ul>
 <li>
 Apply statistical methods (confidence intervals, margin of error, variance analysis, sampling validity) to determine the reliability of performance metrics.
 </li>
 <li>
 Assess whether observed performance changes are statistically significant versus random variance.
 
 </li>
 </ul>
 </ul>
 
 Pattern &amp; Outlier Detection with Business Context
 
 
 
 <ul>
 <li>
 </li>
 <ul>
 <li>
 Identify unusual patterns, behavioural shifts, and outliers without relying on automated alerts.
 </li>
 <li>
 Recognise signals that may indicate systemic issues (e.g., staffing gaps, process breakdowns, manipulation attempts).
 </li>
 <li>
 Quickly assess whether an outlier has a meaningful operational impact or is simply statistical noise.
 
 </li>
 </ul>
 </ul>
 
 Business Impact Assessment
 
 
 
 <ul>
 <li>
 Evaluate the real impact of data insights on service delivery, customer experience, and business objectives.
 </li>
 <li>
 Design controls and guardrails to prevent data misuse or performance manipulation by delivery partners.
 </li>
 <li>
 Translate insights into actionable recommendations for service quality improvement.
 
 
 </li>
 </ul>
 
 Data Governance &amp; Risk Mitigation
 
 
 
 <ul>
 <li>
 Develop monitoring frameworks to detect early warning signals and prevent performance degradation.
 </li>
 <li>
 Implement preventive measures and escalation paths for high-risk scenarios.
 </li>
 <li>
 Ensure data integrity and alignment with audit and compliance standards.
 
 
 </li>
 </ul>
 
 Metric Development &amp; Validation
 
 
 
 <ul>
 <li>
 Design new performance metrics aligned with operational realities and strategic priorities.
 </li>
 <li>
 Design governance success measures that accurately reflect progress and the true state of our business operations.
 </li>
 <li>
 Validate KPIs and SLAs using modern statistical methods to ensure accuracy and relevance (for example confidence intervals, margin of error etc.).
 </li>
 <li>
 Continuously refine measurement frameworks based on evolving business needs.
 
 
 </li>
 </ul>
 
 Strategic Thinking &amp; Operational Alignment
 
 
 
 <ul>
 <li>
 Connect performance data insights with frontline operations and business strategy.
 </li>
 <li>
 Identify improvement areas and proposing automation or process optimisation initiatives.
 </li>
 <li>
 Provide stakeholders with evidence-based insights tailored to business contexts, supporting informed and dependable decision-making.
 
 
 </li>
 </ul>
 
 Communication &amp; Influence
 
 
 
 <ul>
 <li>
 Present complex findings clearly to both technical and non-technical audiences.
 </li>
 <li>
 Facilitate discussions with delivery partners and leadership.
 </li>
 <li>
 Build trust through transparency and proactive risk management.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 Required Qualifications:
 
 
 Master's Degree in Computer Science, Information Technology (IT), Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 2+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)
 
 
 <ul>
 <li>
 OR Bachelor's Degree in Computer Science, Information Technology, Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 4+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)
 </li>
 <li>
 OR 7+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis).
 
 
 </li>
 </ul>
 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.
 
 
 This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
 
 
 Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about
 
 requesting accommodations.
 
</div>

Supportability Operations Analyst

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