Principal Program Manager of Operations

Last updated 13 days ago
Location:Redmond, Washington
Job Type:Full Time

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture embraces a growth mindset, inspires excellence, and encourages teams and leaders to bring their best each day. As a result, we create life-changing innovations that impact billions of lives around the world.

You can help us achieve this mission.

In support of this mission, we are seeking an operationally driven candidate to lead the creation and development of mechanisms within IC3 (Intelligent Conversation and Communications Cloud) towards operational excellence. IC3 powers billions of real-time customer conversations across Microsoft solutions, including Teams, Skype, and Dynamics. We enable reliable and high-quality audio/video calling, meeting, and messaging services that work every time from anywhere seamlessly across all customer touchpoints. To achieve this, we operate our services with rigor and continuously improve our operational posture.

In this role, you will be responsible for creating new and improving existing mechanisms that ensure we are operationally excellent. You will also be the focal point of interactions with our partners in Teams and Microsoft365 to collaborate where we share processes, reporting, and ideas for improving together. In addition to owning all partner relationships, you will be defining and driving improvements in root cause analysis, leading availability initiatives org-wide, and leading proactive programs to continually make improvements that result in customer value and trust.


  • Lead the creation of incident and problem management mechanism that work for large scale environments.
  • Act as the focal point for interactions with partner teams on incident and problem management projects.
  • Advocate for best-practices and lead by example with a hands-on approach to root cause analysis.
  • Evolve existing processes to reach higher levels of availability and decrease the time it takes to respond and mitigate issues.
  • Identify and drive automation opportunities to reduce manual effort.


Basic Qualifications:

5+ years of experience in micro-service, cloud, or data center incident management.

Demonstrated ability to think strategically and make the right priority calls.

A track record of defining and implementing new processes or initiatives that result in positive, org-wide impacts.

Strong collaboration and communication skills.

Clear, concise, and effective writing skills that are appropriate for all levels within an organization.

A high attention to detail and passion for solving complex problems permanently.

Preferred Qualifications:

A background in software development or network engineering.

ITIL Foundations certification

Project management experience outside of the incident and problem management space.

Team lead or management experience.




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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 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.