Partner Technical Advisor - Hyderabad @ Microsoft

A Partner Technical Advisor (PTA) is a service delivery focused subject matter expert. You will be adding value by collaboratively help solve customer problems, by providing proactive support advice, contributing to product quality and enhancements, by organizing or delivering readiness activities to develop engineers and by creating self-help assets to broadly reach more customers.

You will be responsible for incident metrics such as Customer Satisfaction (quality of the support experience), frontline engineer technical readiness and process compliance.

As a PTA you will provide in-depth technical subject matter expertise for one or more services or scenarios.

Your primary accountability is to the engineers at a support vendor (also known as a supplier or delivery partner), focusing on the higher volume services and engaging through technical SME mentorship, readiness and escalation management .

You will contribute to technical expertise and issue resolution globally.

Core (all people in this role perform these duties; depending on tenure some duties may be minimal

Provide technical SME coaching for Delivery Partner (DP) Engineers/Advocates

Provide skill-gap analysis readiness plans for Delivery Partner (DP) teams

Case management duties (incoming inspection, escalations, tech reviews/triage, wellness, reduced Time To... measures)

Readiness Content (identify need for and create content; contribute to readiness efforts where you are the SME)

Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process)

Contribute to Supportability activities (case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working w/SPM, Service TA, PG)

Release Management and Deployment for DP (ensure it happens, do not own directly)

Focus on the quality of engagement, working with the DP Quality team

Optional (people in this role may perform these duties, can vary by line of business)

Provide Frontline Operations Metrics Oversight

Participate in DP ROB (WBR/QBR/MBR)

Participate in Product Group Triages (coordinated with Eng. and Service TAs)
Approval of escalations to product group on behalf of DP (known as ICMs, Bugs or similar varies by SBU) Drive Down Speed or Time to Competency for DP Resources

Participate in Technical SME Interviews for New PTA Hires

Direct Customer Contact (to support frontline engineers, periodic case ownership to maintain technical expertise)

Run Non-Top Box and Deviation Analysis (including Approval)

Lead or participate in building communities with peer delivery roles (SEE/EE/EEE/TA); may be workload or specialty specific.

Qualifications

English Language: fluent in reading, writing and speaking.

Must meet standard qualifications of the Support Engineer role for Skype for Business Online.

Need to have worked on Skype for Business Online. Excellent communication skills including the ability to provide clear feedback.

Ability to develop and deliver training, and technical content.

Strong organizational skills including the ability to monitor multiple communication channels, review reports, organize and conduct effective meetings.

Ability to deal very effectively with ambiguity.