CrawlJobs Logo

Area Support Lead

https://www.microsoft.com/ Logo

Microsoft Corporation

Location Icon

Location:
Singapore , Singapore

Category Icon
Category:
IT - Administration

Job Type Icon

Contract Type:
Not provided

Salary Icon

Salary:

Not provided
Save Job
Save Icon
Apply Position

Job Description:

As an Area Support Lead (ASL) you will own Crisis Communications for Small, Medium, Enterprise and Channel (SME&C) customers and partners in your region and liaise with our largest customers in this segment, acting as a trusted advisor and partner for your Regional SME&C Leadership (EVP/CVP/AVP/GM). You’ll be the Commander and Technical Leader during a Service Incident or large scale event, co-ordinating key leaders and decision makers across our Support and Engineering Organisations. You’ll have executive-facing communication skills to restore confidence, and partner with the customer’s Account Team to prevent recurrences through the Customer Engagement Plan to improve and shape the support experience, acting with urgency to produce the best possible outcomes.

Job Responsibility:

  • Required to be on-call during shifts, including after hours and weekends and available to take ownership of escalations to Senior Leaders, liaising between the customer and Senior Leaders across organizations within Microsoft
  • Acts as a subject matter expert on best practices to support the customer experience
  • Crafts and executes executive summaries and identifies patterns across customer issues
  • Creates strategies to resolve reoccurring or highly sensitive issues in partnership with Area, Support and Product Group leadership
  • Own Service Incident or crisis response and management in the Area (before, during and after) – ensure understanding of Field roles and responsibilities
  • Accountable for ensuring the Region/Area is trained
  • Lead strategic projects designed to improve resolution times, customer satisfaction, and support experience
  • Provides examples and direction to prioritize efforts to prevent and reduce escalations/crises
  • Partner with CSU leadership to build and execute plans that improve customer health signals, including reactivity, major incident response plans, proactive recommendations and cloud resiliency
  • Sponsor key accounts in region in collaboration with Regional CSU leadership, building relationships and trust with our largest accounts and ensuring that their support experience exceeds expectations
  • Partner with account teams and Area Business Partner through contract renewals and assist in deal shaping, ensuing that customers have the right offerings to ensure their success
  • Leverages relationships across Regional CSU, Support and Product Groups to remove roadblocks
  • Establishes and oversees the development of written protocols to ensure customer issues are resolved
  • Identifies reoccurring roadblocks across the Area and escalates as needed
  • Owns escalated issues and manages Area/Region escalated customer crises to identify and remove barriers
  • Ensures existing processes are not a blocker to customer issue resolution and influences the direction of process improvement efforts with a global perspective
  • Acts as an expert and provides guidance to Support Escalation team members on how to handle moderate to highly complex cases
  • Support Area and regional leadership and collaborate with the Area Business Partner (ABP) to identify systematic issues and leads process improvement efforts to ensure continuous improvement
  • Recommend process improvements and support the feedback forums with identified actions
  • Identifies and builds strategic relationships with internal teams, partners, and communications with senior and executive leadership to resolve issues that are complex in scope
  • Leverages precision questioning techniques to understand the pain points of the customer experience during Crisis and then proactively addresses the People/Process/Technology blockers identified
  • Customer engagement – both reactive (emergency) and proactive (sponsorship)
  • Confidence calls after outage
  • Involved in service incident (SI) aka outage Crisis and non-outage crisis for specific, strategic customers

Requirements:

  • 11+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience OR Master's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience OR equivalent experience
  • Crisis Management and C-Suite proven communication capabilities
  • Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals)

Nice to have:

  • 16+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 9+ years technology industry, customer service, or related experience OR Master's Degree in technology, business, or related field AND 8+ years technology industry, customer service, or related experience OR equivalent experience
  • Project management experience
  • Experience working with Microsoft products and services
  • Knowledge and understanding of Unified Deal Construction and Support a plus

Additional Information:

Job Posted:
March 19, 2026

Employment Type:
Fulltime
Work Type:
Remote work
Icon
Microsoft Corporation - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Area Support Lead

Customer Support Lead

AutoRABIT is looking for an customer support lead, with experience in supporting...
Location
Location
India , Hyderabad
Salary
Salary:
15.00 - 22.00 INR / Year
autorabit.com Logo
AutoRABIT
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5 years’ experience in software or SaaS customer support role ideally as team leader or subject matter expert supporting Java based products
  • Software engineering best practices, with at least 2-3 years of experience in maintaining and delivering high-quality software
  • Experience with Salesforce.com or equivalent SaaS platforms development, administration, or technical support
  • Experience with and the ability to debug common application languages and technologies such as J2EE, HTML, JavaScript, Spring Framework, Spring Boot Framework, XML, JSON, Linux is highly desired
  • Experience using or administrating a DevOps pipelines or related areas such as version control (e.g., Git, SVN, Bitbucket, GitHub, Azure Repos), IDE (e.g., Visual Studio, IntelliJ), CI (e.g., Jenkins Pipelines, Azure DevOps, GitLab), and other related tools such as, Maven, Jenkins, Sonar is desirable
  • Investigation skills to understand problems in their context and the ability to reproduce these scenarios
  • Can-do attitude: challenging status, leading, and contributing to key improvements and innovations
  • B.Computer Science or equivalent degree
  • Certification in Salesforce.com is an added advantage
  • Excellent communication skills in English - Written & Verbal
Job Responsibility
Job Responsibility
  • Act as mentor and technical expert on technical support team, providing guidance and advice to case owners with the goal of case resolution and customer satisfaction
  • Responsible for driving the teams and delivering monthly / quarterly goals
  • Effective engagement with the client through proactive communication and regular reviews
  • Leading, motivating, and assisting a team of Technical Support Specialists and deliver individual goals
  • Work with stakeholders to perform root-cause analysis & figure out solution approaches
  • Lead support case resolution efforts for customer cases (directly, and through assistance to Support engineers) by using skills in troubleshooting and debugging, identifying root cause, communicating bugs to Engineering
  • Collaborate with Sales, Solution Consultants, Engineering and Product management to improve overall customer experience and make sure that our Service offering brings maximum value to our customers
  • Contribute and make recommendations to Knowledge Base content
  • Escalate support cases and priority issues to management as appropriate using good judgment in when and how to escalate
  • Fulltime
Read More
Arrow Right

FX Application Support Lead

FX Application Support Lead accomplishes results by providing hands-on support o...
Location
Location
India , Pune
Salary
Salary:
Not provided
https://www.citi.com/ Logo
Citi
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Hands-on experience of supporting production applications
  • Database: Oracle/Sybase/MS SQL
  • Tools: Service Now, Jira, Autosys, Splunk, ITRS
  • Basic networking concepts
  • Capital Market experience is a must have
  • Production support in Financial Domain is a must have
  • 10+ years of experience
  • Extensive years’ experience in an Apps Support role in FX or other Capital markets business would be an added advantage, but not essential
  • Experience working in a global team
  • Demonstrated leadership, interpersonal skills and relationship building skills
Job Responsibility
Job Responsibility
  • Provide hands-on application support, leveraging both technical and business knowledge, and also provide weekend coverage on a rotational basis
  • Provide technical oversight across systems and ability to coach and guide junior members in the team
  • Provide a holistic view of the production environment for both technology and business management, working closely as a trusted partner for senior business heads
  • Provide guidance on feedback reviews with development managers, ensuring outstanding issues are tracked to closure, particularly long-term strategic fixes
  • Perform controlled resolution of incidents and problems including prioritization and escalation to relevant groups when appropriate, root cause analysis of all problems with follow-through to resolution
  • Consult with the primary clients of the application in conjunction with development managers in order to understand the strategic objectives of users
  • Contribute to formulation of strategies for apps support and other functional areas
  • Champion stability initiatives to enable application high availability for Business-As-Usual
  • Handle incidents, problems and change at a global enterprise level
  • Manage customer satisfaction requirements of operational procedures to achieve a suitable outcome for all stakeholders
  • Fulltime
Read More
Arrow Right

Customer Support Team Lead

The Support Lead is a new role within Lightyear and will oversee the Support & P...
Location
Location
Estonia , Tallinn
Salary
Salary:
Not provided
lightyear.com Logo
Conclusive Financial
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5+ years’ experience in customer support or operations, ideally in a regulated financial firm or fintech
  • Proven experience leading and developing support or operations teams
  • Strong grasp of KPIs, performance tracking, and continuous improvement
  • Solid understanding of customer operations and related areas like KYC, KYB, FinCrime, Product, and Compliance
  • Hands-on experience streamlining workflows, reducing contact volumes, and improving efficiency
  • Skilled in using data and dashboards to identify issues and drive better outcomes
  • Experience with quality reviews, coaching, and feedback loops
  • Comfortable working cross-functionally to align processes and priorities
  • Strong operational judgment with attention to accuracy, speed, and customer impact
  • Curious, proactive mindset focused on scalable, customer-centered solutions
Job Responsibility
Job Responsibility
  • Lead, coach, and inspire the Support team to deliver exceptional customer experiences
  • Build a collaborative, accountable, high-performance culture
  • Create clarity in expectations, KPIs, and success metrics for the team and individual contributors
  • Perform regular 1:1s, team ceremonies and performance reviews when needed, providing structured feedback and clear paths for growth
  • Support career development and internal progression through mentoring, skill-building, and recognition
  • Oversee daily support and payment operations for accuracy, empathy, and compliance
  • Manage core metrics: response time, first touch resolution rate, and customer satisfaction
  • Implement new operational efficiency and quality frameworks with trackable performance KPIs that build accountability and trust
  • Drive efficiency and contact reduction through root-cause analysis and process improvement
  • Partner with Product, Engineering, and Compliance to create scalable, seamless customer journeys and drive tangible improvements to customer outcomes
What we offer
What we offer
  • A competitive startup package with stock options that vest monthly after a one-year cliff
  • Brand new office in Tallinn (Kalamaja)
  • Flexible working hours
  • A flexible approach to working remotely (2 remote days per week)
  • Private health insurance
  • All the usual office facilities, including free tea, coffee & snacks
  • Dog-friendly office
  • Bike parking and showers
Read More
Arrow Right

Legal Support Lead Officer

Join Citi’s Legal Regulatory Requirements and Obligation (RRO) team in Belfast! ...
Location
Location
United Kingdom , Belfast
Salary
Salary:
Not provided
https://www.citi.com/ Logo
Citi
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor's/University degree
  • Experience in compliance, legal or another control-related function in a financial services firm, regulatory organization, or legal/consulting firm
  • Knowledge of Compliance laws, rules, regulations, risks, and typologies
  • Must be a self-starter, flexible, innovative, and adaptive
  • Strong interpersonal skills with the ability to work collaboratively and with people at all levels of the organization
  • Strong written and verbal communication and interpersonal skills
  • Strong presentation skills with the ability to articulate complex problems and solutions through concise and clear messaging
  • Ability to works collaboratively and independently
  • ability to navigate a complex organization
  • Advanced analytical skills
Job Responsibility
Job Responsibility
  • Participate in the design, development, delivery and maintenance of best-in-class Regulation Identification program, policies, and practices for Legal RRO
  • Horizon scan of UK and Jersey financial regulators through a third-party platform (CUBE) as well other sources to identify regulatory updates and regulatory developments which will be applicable to Citi
  • Analyse and scoping the impact of new and complex regulatory developments across senior function/business/product, including cross-border impact
  • Partner with Citi Legal Advisory and ICRM colleagues in preparing and presenting of regulatory analysis for new, large, and complex regulations to support Citi’s businesses and functions in implementing these regulations
  • Analyse the jurisdictional regulatory profile on the third-party platform ensuring that it timely captures all relevant regulatory updates for the UK and Jersey regulators
  • Review and draft regulations summaries for in scope Laws, Rules, and Regulations
  • Processing of regulatory changes on time and in accordance with the Citi’s Regulation Management Program requirements and assigning of these changes to in scope businesses and functions
  • Partner with other Identification Leads across Europe ensuring consistent delivery of the program and identification and delivery of enhancements required for the identification processes and tools
  • Partner with other ICRM teams and global functions, including Legal, Risk, Operations and Technology, and Finance to prevent and detect non-compliance issues and promote a culture of compliance
  • Participate in, as appropriate, various internal assurance processes, e.g., Regional Enterprise wide and Horizontal risk assessments, self-assessment, internal audit, or compliance assurance reviews.
What we offer
What we offer
  • Generous holiday allowance starting at 27 days plus bank holidays
  • increasing with tenure
  • A discretional annual performance related bonus
  • Private medical insurance packages to suit your personal circumstances
  • Employee Assistance Program
  • Pension Plan
  • Paid Parental Leave
  • Special discounts for employees, family, and friends
  • Access to an array of learning and development resources.
  • Fulltime
Read More
Arrow Right

Lead Application Support Engineer

The Apps Sup Tech Lead Analyst is a strategic professional who stays abreast of ...
Location
Location
India , Pune
Salary
Salary:
Not provided
https://www.citi.com/ Logo
Citi
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 12+ years experience
  • Practical problem solving and strategic thinking skills
  • Demonstrated leadership, interpersonal skills and relationship building skills
  • Service oriented attitude
  • Ability to work in a fast-paced environment
  • Experience working or leading requirement gathering efforts for multiple large development projects at one-time
  • Proficient using basic technical tools and systems
  • Good interpersonal and communication skills
  • Bachelor’s/University degree, Master’s degree preferred
  • 12+ years’ experience in an Apps Support role in financial institution would be an added advantage, but not essential
Job Responsibility
Job Responsibility
  • Partner with multiple technology teams to ensure appropriate integration of functions to meet goals
  • Identify and define necessary system enhancements
  • Analyze existing system logic, identify problems
  • Recommend and implements solutions
  • Provides expertise in area and an advanced level of understanding of the principles of apps support
  • Formulates and defines systems scope and objectives for complex, high impact application enhancements and problem resolution through in-depth analysis and evaluation of complex business processes, systems and industry standards
  • documents requirements
  • Partners with multiple technology areas and management teams to ensure appropriate integration of functions to meet goals
  • Works closely with Product Owners, Business Analysts and Systems Analysts to determine and document Systems impacts and support requirements
  • Considers the implications of the application of technology to the current environment
  • Fulltime
Read More
Arrow Right

Enterprise Deal Operations Team Lead, Scaled Deal Support

This is a remote position requiring location in the Philippines. The role focuse...
Location
Location
Philippines , Manila
Salary
Salary:
Not provided
https://www.atlassian.com Logo
Atlassian
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • BS/BA in Business, Finance/Accounting, Economics, or a related discipline
  • Minimum 3+ years of experience in any of the following: Knowledge Management, Deal Desk, Order Management, Sales Contract Support, Deal Management, Sales Quoting Support, or Revenue Operations
  • At least one year in a people management role in an operations function
  • Ownership for resolving sales cycle issues related to quoting, document control, document assembly, signatures, and provisioning
  • Must have a working knowledge of Confluence and sales service desk tools
  • Customer service background and experience balancing many support requests simultaneously
  • Must be willing to join video chats daily to support stakeholders, peers, management, customers, and partners.
Job Responsibility
Job Responsibility
  • Build and manage a global team of Enterprise Deal Associates responsible for managing the highest margin/volume transactions for Atlassian
  • Partner with Enterprise Deal Operations team members, including Enterprise Deal Managers, Team Leads, and Managers to streamline scope and understand areas of growth and improvement for this new Enterprise Deal Scaled Team
  • Use a strong background in B2B or B2C customer service, including high-volume email help desk and phone support to provide excellent customer support
  • Expertly voice your opinion to make things better and seek feedback
  • Support customers with billing, invoicing, and licensing questions and handle customer escalations
  • Build strong relationships with Account Executives and customers, and work collaboratively to provide and revise quotes that drive customer satisfaction
  • Improve support experience for Enterprise Deal Managers and customers by using feedback to enhance internal processes and automation.
What we offer
What we offer
  • Health coverage
  • Paid volunteer days
  • Wellness resources.
  • Fulltime
Read More
Arrow Right
New

Area Schedule Lead, Mega Campus

The focus of the Area Schedule Lead will include leadership support of a North A...
Location
Location
Canada , Vancouver
Salary
Salary:
128000.00 - 173000.00 CAD / Year
meta.com Logo
Meta
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 10+ years of Planning, Scheduling, Construction Management, or Related field experience
  • Bachelor’s degree in Engineering, Construction Management, or Equivalent Technical Field or related field experience
  • Subject Matter Expert in Primavera P6, Microsoft Project, Smartsheets, Lean Planner, TAKT Planning, and other scheduling related methodologies & software
  • Familiar with Earned Value Management, Resource Loaded Schedules, or collection and analysis of resource data
  • Experience developing/managing an Owner’s planning/scheduling program
  • Familiar with Data Center, Manufacturing, Infrastructure or Construction programs requiring complicated commissioning specifications
  • Demonstrated analytical, communication, problem solving, prioritization, organization and reporting skills
Job Responsibility
Job Responsibility
  • Technical lead in Schedule Controls on campus on the specified Mega Campus including Baseline schedule reviews, schedule updates & reporting, E2E Schedule updates and internal coordination reviews, IMS schedule updates and execution team coordination reviews, schedule change management/Extension of Time (EOT) approval, delay tracking, schedule metric/quality, schedule delay mitigation, and risk facilitation
  • Responsible for application of commercial entitlement for schedule changes and Extension of Time (EOT) in their region
  • Provide leadership to site teams, Project Controls Analysts and CW Schedulers for Delay Tracking, Extension of Time (EOT) requests and claims
  • Coordinate the change evaluation in collaboration with the cost team as part of the CCAM review process
  • Responsible for making recommendations that are in line with the contract and escalating when site decisions differ from the contractual language
  • Support the development of delay mitigation ideas and work directly with Site Leadership in collaboration with other Area Schedule Leads to make recommendations
  • Responsible for the review and approval of all GC and TP Precon Baseline Schedules
  • In conjunction with the Meta PreCon Manager and with the support of the CW Site Scheduling team Area Schedule Lead will work with GCs & TPs to develop Baseline schedules and resolve all quality and logic issues prior to submission
  • They will ensure Baseline schedules meet program expectations and are delivered in the agreed upon timeline for the project
  • Analyze and communicate Area’s Project Controls Health (Schedule, & Risk) in support of the Area Project Controls Manager and DEC Leadership and provide escalation when needed
What we offer
What we offer
  • bonus
  • equity
  • benefits
  • Fulltime
Read More
Arrow Right
New

Area Schedule Lead, Mega Campus

The focus of the Area Schedule Lead will include leadership support of a North A...
Location
Location
United States , Bowling Green
Salary
Salary:
150000.00 - 209000.00 USD / Year
meta.com Logo
Meta
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 10+ years of Planning, Scheduling, Construction Management, or Related field experience
  • Bachelor's degree in Engineering, Construction Management, or Equivalent Technical Field or related field experience
  • Subject Matter Expert in Primavera P6, Microsoft Project, Smartsheets, Lean Planner, TAKT Planning, and other scheduling related methodologies & software
  • Experience in Earned Value Management, Resource Loaded Schedules, or collection and analysis of resource data
  • Experience developing/managing an Owner's planning/scheduling program
  • Experience in Data Center, Manufacturing, Infrastructure or Construction programs requiring complicated commissioning specifications
  • Demonstrated analytical, communication, problem solving, prioritization, organization and reporting skills
Job Responsibility
Job Responsibility
  • Technical lead in Schedule Controls on campus on the specified Mega Campus including Baseline schedule reviews, schedule updates & reporting, E2E Schedule updates and internal coordination reviews, IMS schedule updates and execution team coordination reviews, schedule change management/Extension of Time (EOT) approval, delay tracking, schedule metric/quality, schedule delay mitigation, and risk facilitation
  • Responsible for application of commercial entitlement for schedule changes and Extension of Time (EOT) in their region
  • Provide leadership to site teams, Project Controls Analysts and CW Schedulers for Delay Tracking, Extension of Time (EOT) requests and claims
  • Coordinate the change evaluation in collaboration with the cost team as part of the CCAM review process
  • Responsible for making recommendations that are in line with the contract and escalating when site decisions differ from the contractual language
  • Support the development of delay mitigation ideas and work directly with Site Leadership in collaboration with other Area Schedule Leads to make recommendations
  • Responsible for the review and approval of all GC and TP Precon Baseline Schedules
  • In conjunction with the Meta PreCon Manager and with the support of the CW Site Scheduling team Area Schedule Lead will work with GCs & TPs to develop Baseline schedules and resolve all quality and logic issues prior to submission
  • They will ensure Baseline schedules meet program expectations and are delivered in the agreed upon timeline for the project
  • Analyze and communicate Area's Project Controls Health (Schedule, & Risk) in support of the Area Project Controls Manager and DEC Leadership and provide escalation when needed
What we offer
What we offer
  • bonus
  • equity
  • benefits
  • Fulltime
Read More
Arrow Right