About the role
Readiness Development: Plan strategies, prepare materials, and conduct gap analysis at a global level to develop readiness plans for delivery teams. Create resources for support readiness and coordinate with Release Excellence on release management plans. Case Management (Delivery Excellence): Demonstrate expert problem-solving, case management, and customer service skills. Strategize technical triages and provide actionable feedback to key partners and stakeholders. Managing Collaboration Activities: Handle complex escalated problems, partner with product teams to drive fixes, and identify trends in customer feedback for future product enhancements. Supportability Activities: Manage high-impact escalated problems, driving fixes to product development, and improvements to operational processes. Process Improvement: Refine processes by partnering with senior leadership across global teams, lead efforts to improve diagnostic data logging, and facilitate communication between engineering and support teams. Serve as an early warning system and put plans in place to mitigate issues and proactively drive solutions. Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 8+ years system development, network operations, software support, IT, consulting, or technical troubleshooting experience OR equivalent experience. 8+ years prior product, customer support and/or technical support experience. Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 15+ years system development, network operations, software support, IT, consulting, or technical troubleshooting experience OR equivalent experience. 5+ years experience in Cybersecurity Incident Response SC-900 and ISC2 CC certifications; CISSP a plus 10+ years prior product, customer support and/or technical support experience. AI-900 certification or AI-901 certification. Technologies certifications for business area (e.g., M365 Technologies, Security Certifications, Azure Certifications).
