重庆招聘

Job Category: Operations

Location: China, Shanghai

Job ID: 793592

Product: (Not Product Specific)

Division: Services & Support

Overview:

Do you believe that Cloud is pivotal to Microsoft’s future? Do you want to be a part of the team delivering on Microsoft’s Cloud vision? Do you have a passion for technology, customer support and helping companies use technology to improve productivity and save money? If so, here’s your opportunity to jump into the coolest group: Online Services Support.

Come join APGC Online Services Support group (OSS) as a Release and Quality Program Manager. The ideal candidate is a highly motivated, driven and experienced thought leader looking to enable real business impact and improved CPE through leading the release planning, readiness and deployment of core business capabilities, new Online Services and Programs/Systems across our support delivery business.

Main Responsibilities:

Project Management

- Manage the planning and implementation of targeted program/service and platform releases/process improvements/tool deployments, including Telephony, IVR and etc.

- Engage with field stakeholders to understand release plan and get the support team ready in advance by partnering with Tech Leads and managers

Readiness Management

- Assist the support teams with detailed product and policy knowledge

- Effectively integrate with business groups to ensure support readiness and understanding of service offerings and initiatives

- Consistently and effectively communicate issues and news to the support team

Quality Management

- Monitor service quality closely, analyze support quality issue, find root causes and establish action plan

- Partner with support team to implement action plan and see it through

Operation Management

- Identify and champion efficient processes and opportunities to enhance support offerings

- Review design specs and service offerings to identify support gaps and anticipate support scenarios

- Be the voice of support at feature and design reviews, triage sessions and as needed to facilitate support-friendly business decisions

- Compile and deliver support related reports/presentations to appropriate business groups

Competencies:

- Strong project management skills required, including an ability to manage cross-functional deliverables in a fast paced environment

- Strong written and verbal communication skills

- Excellent presentation skills

- Outstanding organizational skills and organizational agility

- Demonstrated ability to deal with and navigate through ambiguity

- Demonstrated ability to make the right choices in the absence of direct supervision

- Demonstrated strong commitment to drive for results

- Strong ability to communicate upward within an organization

- Strong customer service, accurate and logical problem solving and the ability to work in a team environment

Qualification:

- 4+ years of Customer Service and/or Technical Support experience in IT service or relevant industry

- 2+ years of project management experience

- System and Process analysis and improvement experience required

- Proficient in the use of Microsoft Office (PowerPoint, Word, Excel, Visio, Project) products as well as - SharePoint site configuration and usage

- Working knowledge of international business practices preferred

Technical Requirements:

- Understanding of Microsoft Cloud offerings, e.g. Office 365, Exchange Online, SharePoint Online, Lync Online, FOPE and etc.

- Technical working knowledge in Exchange Online, SharePoint Online, Office Communication Server a plus

Education:

- BA/BS degree in business or a related field required

- PMP preferred

Microsoft is an equal opportunity employer and supports workforce diversity.

微软亚太区全球技术支持中心为个人用户、开发者、it专业人员到合作伙伴和企业级用户提供全方位、多元化的服务和技术支持。我们为微软所有上百个包括提供给企业级用户和个人用户的微软产品提供服务和技术支持。我们业务范围覆盖大中华区、亚太区、日本、美国、欧洲、中东、非洲；支持英语、普通话，粤语，泰语，韩语，北印度语 ，越南语，印度尼西亚语/马来语，塔加拉语等十种语言服务。通过直接与客户及合作伙伴联系，我们已经成为微软客户及合作伙伴体验（customer partner experience，cpe）的核心推动者，不断提升客户满意度。我们通过包括电话和在线等方式获得全球客户及合作伙伴的反馈，以此来不断完善策略、优化流程。
微软亚太区全球技术支持中心是一个于2007年8月新组建的组织,由前微软大中华区和亚太区全球技术支持中心合并共同组成。1997年11月，微软投资在上海设立微软大中华地区技术支持中心，（微软大中华区全球技术支持中心前身）这是全球500强企业在中国设立的***个全球中心。2001年10月该中心再度被提升为为微软全球技术中心，开始服务于全球的企业用户、合作伙伴和个人用户。2005年6月，增加投资在客户服务部门，客户服务部门正式加入全球技术支持中心。2007年年底，全球技术支持中心迎来了在中国的十周年庆典，并在2009年2月荣获赛迪集团颁发的“2008-2009中国技术支持服务年度成功企业”奖 。2010年3月，组织荣获赛迪集团颁发的“辉煌十年，卓越企业”奖。2010年2月至6月，参与亚太顾客服务协会的杰出顾客关系服务奖的评选，一举获得“***全球支持服务”和“***顾客满意质量体系”两项殊荣。
中心于2010年7月创建云计算技术支持与服务的专门团队，向分布于亚太各国家和地区的微软云计算服务用户提供领先于业界的高质量的技术支持和服务。2011年8月，赛迪集团为嘉奖中心在云计算技术支持及中小企业服务领域的突出成就，授予“2011年云服务创新典范企业奖”和“2011年中国中小企业服务绩效典范奖”。
作为微软全球四大技术支持中心之一，微软亚太区全球技术支持中心拥有来自21个不同的国家和地区的员工超过900人，分布在亚洲的14个城市中。