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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 (MSD)’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. 

Microsoft’s mission is to empower every person and every organization on the planet to achieve more, and we’re dedicated to this mission across every aspect of our company. Our culture is centered on embracing a growth mindset and encouraging teams and leaders to bring their best each day. Join us and help shape the future of the world. 

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ob Purpose 

We are looking for experienced IT professionals to join our Healthcare GTS Service reliability center team. 

This SRC is a 24x7x365 multi-disciplinary operations support function that includes system administration, software engineering, process expertise, incident response & management, change enablement, multi-tier network operations center (NOC), and customer engagement. 

The problem manager will participate in our Incident Management Process in support of our industry-leading platform. It is the responsibility of the Healthcare Problem Manager to analyze data and trends from multiple incidents and identify themes which will drive the prioritization of post-incident review action Items across the organization. This is an integral job function within the Global Technology Solutions team that ensures the overall production site health and the performance of core customer facing journeys.  

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 out 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 Problem Management Process and Incident Response Process. 

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

Required Qualifications: 

Education: Education: Bachelor’s degree in computer science or information systems 

Experience: 2-3 years 

Criteria: equivalent technical field, or similar work experience in a large-scale 24/7 production environment supporting critical, real-time applications 

  • 3 years’ experience relevant problem management experience 
  • ITIL Certified - You have a solid understanding of ITIL processes - Incident Management, Problem Management, Change Management in a large scale, high uptime environment. 
  • Strong problem-solving skills. Experience with facilitating root cause analysis and similar problem-solving techniques 
  • Knowledge and application of Site Reliability Engineering, Platform Engineering, and DevOps framework and concepts like Observability, Reliability, Availability, and Performance 

Required Skills:  

  • You enjoy working collaboratively across all teams within an organization and can influence people and drive a team towards a shared objective. 
  • You are confident and comfortable communicating from the individual-contributor level up through C-level staff. 
  • You are a natural problem solver; able to understand and drive a technical solution with engineering teams. 
  • You are data driven with a forward looking, collaborative perspective to continual service improvement. 
  • Outstanding interpersonal and communication skills. 

Preferred Qualifications: 

  • Experience working in a Remedy Force, Jira, Confluence. 
  • Experience in a large SaaS environment 
  • Understanding of Linux and Windows systems in support of a SaaS product  
  • Understanding of virtualization & containerized platforms: Kubernetes 
  • Understanding of networking technologies: TCP/IP, DNS, Routing, HTTP 

Location: We are hiring in the following locations: Bangalore or Pune India. 

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