EMS is one of the fastest growing businesses across Microsoft and Microsoft Intune is a key component of the EMS offering. With thousands of customers already on the service, EMS/Intune will quickly become one of the leading services at Microsoft. Customers and Partners are betting on the cloud and expecting EMS/Intune to deliver an unparalleled experience on the service. Support is a vital component of the service and needs to be recognized as a signature experience. We are transforming Intune Support with a modern in-product experience, simplified path for help, and the operating model for services across the company to follow. Support is now an engineering pillar and treated as a first class experience. If you have passion for Customers and Partners, hunger for groundbreaking change, and demonstrated capability to manage at scale – bring your talent to the Intune Customer Experience (CxP) team! We are looking for a senior leader who will help drive Intune Support to be a hardened discipline
Overall Scope and Responsibilities: Partner with the Software Engineering team to review architecture/design and provide feedback and guidance as it relates to the customer experience, support and customer impact Lead supportability and troubleshoot the availability of the service Define metrics and analyze system performance Drive process improvements within the team and the larger organization as a whole Provide active coordination across multiple support teams Partner with the software engineering and production support teams to resolve issues Drive bugs/DCRs related to problem management tickets
Professional/Personal Skill Requirements: Passion for customers Production experience in software installation, configuration, web server support, security, monitoring, and change control procedures Demonstrated experience in Client Side Support, Hardware/OS, and Networking Sound troubleshooting skills Production system experience with Windows 7, Windows 10, System Center Configuration Manager 2012, and networking protocols Experience with iOS and Android devices and operating systems Ability to deal with the ambiguity associated with working in a fast paced and changing environment. Excellent