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Job Details
Posted date: Dec 03, 2025
Category: Supportability
Location: Bangalore, Karnataka
Estimated salary: $45,000
Range: $45,000 - $45,000
Employment type: Full-Time
Work location type: 0 days / week in-office – remote
Role: Individual Contributor
Description
OverviewWith more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
Within CE&S, the Customer Service & 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’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’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
Interpret large, complex datasets to identify trends, anomalies, and outliers.Conduct root cause analysis and validate findings against operational workflows.Use correlation, variance, and distribution analysis to distinguish systemic issues from isolated cases.Perform complex data cleansing, normalisation, transformation, and preparation for modelling or reporting.Statistical Analysis & Measurement Validation
Apply statistical methods (confidence intervals, margin of error, variance analysis, sampling validity) to determine the reliability of performance metrics.Assess whether observed performance changes are statistically significant versus random variance.Pattern & Outlier Detection with Business Context
Identify unusual patterns, behavioural shifts, and outliers without relying on automated alerts.Recognise signals that may indicate systemic issues (e.g., staffing gaps, process breakdowns, manipulation attempts).Quickly assess whether an outlier has a meaningful operational impact or is simply statistical noise.Business Impact Assessment
Evaluate the real impact of data insights on service delivery, customer experience, and business objectives.Design controls and guardrails to prevent data misuse or performance manipulation by delivery partners.Translate insights into actionable recommendations for service quality improvement.Data Governance & Risk Mitigation
Develop monitoring frameworks to detect early warning signals and prevent performance degradation.Implement preventive measures and escalation paths for high-risk scenarios.Ensure data integrity and alignment with audit and compliance standards.Metric Development & Validation
Design new performance metrics aligned with operational realities and strategic priorities.Design governance success measures that accurately reflect progress and the true state of our business operations.Validate KPIs and SLAs using modern statistical methods to ensure accuracy and relevance (for example confidence intervals, margin of error etc.).Continuously refine measurement frameworks based on evolving business needs.Strategic Thinking & Operational Alignment
Connect performance data insights with frontline operations and business strategy.Identify improvement areas and proposing automation or process optimisation initiatives.Provide stakeholders with evidence-based insights tailored to business contexts, supporting informed and dependable decision-making. Communication & Influence
Present complex findings clearly to both technical and non-technical audiences.Facilitate discussions with delivery partners and leadership.Build trust through transparency and proactive risk management.
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)
o 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)
o 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).
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.
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