Sr. Technical Support Advisor

Responsibilities

1. Lead the Operations Excellence Charter by owning strategic initiatives that improve service delivery quality, consistency, and efficiency.
2. Drive Program Governance including roadmap creation, milestone tracking, KPI alignment, and stakeholder reporting.
3. Identify and implement process improvements across key operational domains (e.g., case management, escalations, routing, automation).
4. Collaborate cross-functionally with engineering, support delivery, finance, partner management, and customer experience teams to ensure alignment and impact.
5. Analyze operational metrics and signals to identify trends, gaps, and opportunities for improvement.
6. Support risk mitigation and change management during transitions, new workflows, or tooling updates.
7. Build documentation, frameworks, and playbooks that promote standardization and operational scalability.

Qualifications Required Qualifications:

• Experience in system development, network operations, software support, IT, consulting or technical troubleshooting experience OR a Bachelor's degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND experience in system development, network operations, software support, IT, consulting or technical troubleshooting experience.
• Prior product, customer support and/or technical support experience.
• Fluency or business level English language skills.

Preferred Qualifications:

• Experience in program management, operations, or business excellence roles; preferably in tech or customer support environments.
• Strong understanding of operational metrics and performance management.
• Exceptional communication, stakeholder management, and problem-solving skills; ability to manage ambiguity and influence without direct authority.
• Experience with Six Sigma, PMP, Lean, Agile, or other process improvement methodologies is a plus.
• Proficiency in tools like Excel, Power BI, Azure DevOps, or similar platforms.

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.