Senior Product Manager - CTJ - Poly

Join the TREE team and help us ensure operational service excellence and revolutionize the way Microsoft 365 operates at scale for our largest customers. You will work with a team of experts focused on incident management and operational efficiency.  You’ll also deliver on process improvement, incident management, and post-incident follow-up to drive excellence in an air-gapped cloud environment, making operations easier, safer, and cheaper.  

As a Senior Product Manager in M365 Government Operations, you will play a key role in 24x7 incident management while also crafting, implementing, and executing processes to streamline operations and reduce friction. You will play a key role in positioning Microsoft to deliver industry-leading cloud-based services to our largest government customers through improved operational processes. This position requires a combination of customer-focused operational expertise, project management, process optimization, and execution skills. You are a natural problem-solver and always embrace the best idea, even when it is not your own. 

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.  

Required Qualifications:

• Bachelor's Degree AND 5+ years experience in product/service/project/program management or software development
  • OR equivalent experience.

Other Requirements:

• Security Clearance Requirements: Candidates must be able 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:  
• The successful candidate must have an active U.S. Government Top Secret Clearance with access to Sensitive Compartmented Information (SCI) based on a Single Scope Background Investigation (SSBI) with Polygraph. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate U.S. Government clearance and/or customer screening requirements may result in employment action up to and including termination.
• Clearance Verification: This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.
• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter. 

• Citizenship & Citizenship Verification: This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customer and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance

Preferred Qualifications:

• • 5+ years in cloud operations, SRE, and product/software development 
  • Understanding of incident management in an IT system or cloud service 
  • Experience in ITIL foundational processes or similar 
  • Experience developing or supporting engineering tools and automation. 
  • Experience leading and directing troubleshooting and debugging efforts with product development engineers 
  • Experience in engineering, support, or related roles. 
  • Experience with enterprise-level customers. 
  • Knowledge of Microsoft 365 managed services, including Exchange Online, Microsoft TEAMS, SharePoint, OneDrive, Etc. 
  • Proficient in troubleshooting and leveraging debugging tools. 
  • Excellent communication and collaboration skills, and ability to work effectively with customers, support teams, and engineering teams. 
  • Demostrated problem-solving and analytical skills, and ability to handle complex and ambiguous situations. 
  • Passionate about customer satisfaction and product quality. 

Product Management IC4 - The typical base pay range for this role across the U.S. is USD $117,200 - $229,200 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $153,600 - $250,200 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

Microsoft will accept applications and processes offers for these roles on an ongoing basis.

#Exchange 

#TEAMS 

#SharePoint 

#OneDrive 

#Cloud 

#Air-Gapped 

#M365CORE 

• • Respond to and effectively coordinate incidents across multiple organizations within Microsoft.  
  • Participate in on-call rotation supporting 24x7 operations 
  • Manage incident response and assist with root cause analysis  
  • Analyze data, review existing processes and tools, provide operational insights into customer experience, service reliability and quality to Engineering and Product teams. 
  • Provide guidance on best practices for cloud operations and drive for continuous improvement in operations processes and procedures.  
  • Establish and report key performance metrics to measure the efficacy of the operational improvement techniques and determine the effectiveness of the underlying processes.  
  • Contribute to the development and support of new or existing tooling and predictive models to identify and test potential improvements in product development and operations. 
  • Proactively identify and resolve people, process and technology issues to reduce incident mitigation time and to prevent incidents from happening.