Incident Manager, Support Escalation Manager Job at Microsoft Corporation (Multiple Locations)

Support Escalation Manager, Incident Manager

Support Escalation Manager - Incident Manager acts as a primary contact to under...

Location

United States , Reston

Salary:

76800.00 - 151900.00 USD / Year

Microsoft Corporation

Expiration Date

Until further notice

Requirements

Master's Degree in technology, business, or related field AND 1+ year(s) technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 2+ years technology industry, customer service, or related experience OR 5+ years technology industry, customer service, or related experience OR equivalent experience
Active U.S. Government Top Secret Security Clearance
U.S. citizenship
Ability to pass Microsoft Cloud background check

Job Responsibility

Manage reactive support for Federal customers under Microsoft Support Unified Agreements, driving efficient case progress and rapid resolution
Conduct regular reviews of internal reactive cases to assess status and health
Assist with high-risk escalations by gathering and analyzing information to support the customer
Build strong relationships to resolve cases efficiently
Coordinates with Account teams and manages customer support
Communicates clearly and promptly
Collaborates to influence decisions
Flags systemic issues and process gaps
Recommend process and tool improvements
Sets clear support expectations and champion Microsoft Support offerings

Fulltime

New

Senior Support Escalation Manager

With more than 45,000 employees and partners worldwide, the Customer Experience ...

Location

United States , Multiple Locations

Salary:

97600.00 - 188400.00 USD / Year

Microsoft Corporation

Expiration Date

Until further notice

Requirements

Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience OR 7+ years technology industry, customer service, or related experience OR equivalent experience
Project management experience
Experience working with Microsoft products and services
Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals)
Prior Incident and escalation management experience
Proficient in C-level stakeholder management
Ability 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: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Job Responsibility

Owns escalated issues and manages account-aligned customer incidents 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 informal guidance to Support Escalation team members on how to handle moderate to highly complex cases
Leverages relationships across teams to remove roadblocks. Establishes and oversees the development of written protocols to ensure customer issues are resolved. Identifies reoccurring roadblocks across the team and escalates as needed
Identifies and builds strategic relationships with internal teams, partners, and communications with senior leadership to resolve issues that are complex in scope
Manages customer and field expectations around issue response and represents the company independently. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive faster issue resolution
Leads strategic projects designed to improve resolution times, customer satisfaction, and support experience
Leads inter-regions, cross-regions, cross-group, or account team unit (ATU) initiatives by creating plans and managing relationships with other business units to improve the customer support experience for a group of customers or a specific region/area. Acts as a subject matter expert on best practices to support the customer experience
Reviews status updates to customers and provides informal guidance to others on communicating with internal stakeholders through various channels of communication for highly sensitive or difficult issues
Proactively coordinates resources and establishes relationships to drive opportunities within the team and across stakeholder groups in postmortem discussions to remediate future issues
Acts as an internal expert to resolve longer running, sensitive, or escalated issues or acts as a primary contact for escalated issues on behalf of less experienced IC levels. Identifies and builds relationships with various internal and external teams and senior leaders to resolve customer issues. Leads strategic projects. Informally provides coaching, mentorship, or support to less experienced Support Escalation Managers to resolve customer issues
Reviews postmortem executive summaries and identifies patterns across customer issues. Creates strategies to resolve reoccurring or highly sensitive issues in partnership with leadership

Fulltime

New

Support Escalation Manager

With more than 45,000 employees and partners worldwide, the Customer Experience ...

Location

Australia , Canberra

Salary:

Not provided

Microsoft Corporation

Expiration Date

Until further notice

Requirements

Master's Degree in technology, business, or related field AND 4+ 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 9+ years technology industry, customer service, or related experience
OR equivalent experience
Australian Citizenship REQUIRED
Experience working with Microsoft products and services
Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals)
Prior Incident and escalation management experience
Proficient in C-level stakeholder management
Ability 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: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Job Responsibility

Customer Resolution: Act as an internal expert to resolve longer-running, sensitive, or escalated issues and identify and build relationships with internal and external teams to resolve customer issues
Lead strategic projects and provide informal coaching and mentorship to less experienced Support Escalation Managers and coordinate resources and establish relationships to remediate future issues
Collaboration: Leverage relationships to remove roadblocks and develop written protocols for issue resolution
Identify reoccurring roadblocks and escalate as needed and manage escalated issues and ensure existing processes don’t hinder resolution
Communication: Manage customer and field expectations around issue response and keep stakeholders informed on issue response and resolution and build strategic relationships with internal teams and partners
Process Improvement: Surface feedback and identify systematic issues and lead process improvement efforts and review retrospective summaries and resolve recurring or sensitive issues
Vendor Relationships: Own and lead relationships with outsource vendors.

Fulltime

New

Support Escalation Manager

With more than 45,000 employees and partners worldwide, the Customer Experience ...

Location

Singapore , Singapore

Salary:

Not provided

Microsoft Corporation

Expiration Date

Until further notice

Requirements

Master's Degree in technology, business, or related field AND 4+ 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 9+ years technology industry, customer service, or related experience
OR equivalent experience
Experience working with Microsoft products and services
Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals)
Prior Incident and escalation management experience
Proficient in C-level stakeholder management

Job Responsibility

Customer Resolution: Act as an internal expert to resolve longer-running, sensitive, or escalated issues and identify and build relationships with internal and external teams to resolve customer issues
Lead strategic projects and provide informal coaching and mentorship to less experienced Support Escalation Managers and coordinate resources and establish relationships to remediate future issues
Collaboration: Leverage relationships to remove roadblocks and develop written protocols for issue resolution
Identify reoccurring roadblocks and escalate as needed and manage escalated issues and ensure existing processes don't hinder resolution
Communication: Manage customer and field expectations around issue response and keep stakeholders informed on issue response and resolution and build strategic relationships with internal teams and partners
Process Improvement: Surface feedback and identify systematic issues and lead process improvement efforts and review retrospective summaries and resolve recurring or sensitive issues
Vendor Relationships: Own and lead relationships with outsource vendors

Fulltime

Support Escalation Manager

In the Customer Service & Support (CSS) organization we are looking for people w...

Location

United States , Multiple Locations

Salary:

97600.00 - 188400.00 USD / Year

Microsoft Corporation

Expiration Date

Until further notice

Requirements

Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience OR 7+ years technology industry, customer service, or related experience OR equivalent experience
Project management experience
Experience working with Microsoft products and services
Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals)
Prior Incident and escalation management experience
Proficient in C-level stakeholder management
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role
Must pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter

Job Responsibility

Owns escalated issues and manages account-aligned customer incidents 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 informal guidance to Support Escalation team members on how to handle moderate to highly complex cases
Leverages relationships across teams to remove roadblocks
Establishes and oversees the development of written protocols to ensure customer issues are resolved
Identifies reoccurring roadblocks across the team and escalates as needed
Identifies and builds strategic relationships with internal teams, partners, and communications with senior leadership to resolve issues that are complex in scope
Manages customer and field expectations around issue response and represents the company independently
Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues
Communicates and influences internally to drive faster issue resolution

Fulltime

Support Escalation Manager

With more than 45,000 employees and partners worldwide, the Customer Experience ...

Location

Singapore , Singapore

Salary:

Not provided

Microsoft Corporation

Expiration Date

Until further notice

Requirements

Master's Degree in technology, business, or related field AND 4+ 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 9+ years technology industry, customer service, or related experience OR equivalent experience
Experience working with Microsoft products and services
Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals)
Prior Incident and escalation management experience
Proficient in C-level stakeholder management

Job Responsibility

Customer Resolution: Act as an internal expert to resolve longer-running, sensitive, or escalated issues and identify and build relationships with internal and external teams to resolve customer issues
Lead strategic projects and provide informal coaching and mentorship to less experienced Support Escalation Managers and coordinate resources and establish relationships to remediate future issues
Collaboration: Leverage relationships to remove roadblocks and develop written protocols for issue resolution
Identify reoccurring roadblocks and escalate as needed and manage escalated issues and ensure existing processes don’t hinder resolution
Communication: Manage customer and field expectations around issue response and keep stakeholders informed on issue response and resolution and build strategic relationships with internal teams and partners
Process Improvement: Surface feedback and identify systematic issues and lead process improvement efforts and review retrospective summaries and resolve recurring or sensitive issues
Vendor Relationships: Own and lead relationships with outsource vendors

Fulltime

Senior Support Escalation Manager

With more than 45,000 employees and partners worldwide, the Customer Experience ...

Location

United States , Multiple Locations

Salary:

97600.00 - 188400.00 USD / Year

Microsoft Corporation

Expiration Date

Until further notice

Requirements

Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience OR 7+ years technology industry, customer service, or related experience OR equivalent experience
Ability to meet Microsoft, customer and / or government security screening requirements
Microsoft Cloud Background Check
Experience with CSS/CSAM or Ex-MSFT escalation process
Experience working with Microsoft products and services
Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals)
Prior Incident and escalation management experience
Experience in C-level stakeholder management

Job Responsibility

Demonstrate deep expertise across the Microsoft ecosystem
Demonstrate advanced troubleshooting expertise
Operate at the forefront of a high-performance support organization
Lead resolution of high-severity incidents (Sev A / Sev 1)
Act as a trusted advisor to C-level stakeholders
Collaborate closely with Service Managers across Microsoft partner organizations globally
Establish strong governance with vendors and delivery partners
Lead and continuously evolve end-to-end escalation and incident management frameworks
Translate highly complex technical issues into clear, business-aligned narratives
Proactively identify systemic risks and recurring failure patterns

Fulltime

Support Escalation Manager

With more than 45,000 employees and partners worldwide, the Customer Experience ...

Location

Philippines , Makati City

Salary:

Not provided

Microsoft Corporation

Expiration Date

Until further notice

Requirements

Master's Degree in technology, business, or related field AND 4+ 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 9+ years technology industry, customer service, or related experience OR equivalent experience
Experience working with Microsoft products and services
Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals)
Prior Incident and escalation management experience
Proficient in C-level stakeholder management

Job Responsibility

Customer Resolution: Act as an internal expert to resolve longer-running, sensitive, or escalated issues and identify and build relationships with internal and external teams to resolve customer issues
Lead strategic projects and provide informal coaching and mentorship to less experienced Support Escalation Managers and coordinate resources and establish relationships to remediate future issues
Collaboration: Leverage relationships to remove roadblocks and develop written protocols for issue resolution
Identify reoccurring roadblocks and escalate as needed and manage escalated issues and ensure existing processes don’t hinder resolution
Communication: Manage customer and field expectations around issue response and keep stakeholders informed on issue response and resolution and build strategic relationships with internal teams and partners
Process Improvement: Surface feedback and identify systematic issues and lead process improvement efforts and review retrospective summaries and resolve recurring or sensitive issues
Vendor Relationships: Own and lead relationships with outsource vendors

Fulltime

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Incident Manager, Support Escalation Manager

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