CrawlJobs Logo
Microsoft Corporation Logo Microsoft Corporation · IT - Administration

Support Escalation Manager

Australia, Sydney · Job Posted March 19, 2026
Apply Position
Job Link Share

Job Description

The Support Escalation Manager role is part of the CMET Execution Team and will assist with managing CritSit situations across all technologies. The primary focus is to meet customer needs by effectively managing internal and external resources and managing communication across all the parties involved in a CritSit. The Execution Team provides 24x7, 365 days a year business and after-hours coverage, identifying internal failings and driving positive change. Given the nature of the business, this position does require flexibility to work outside of standard business hours, including off business hours, weekends and public holidays.

Job Responsibility

  • Positively Impact Customer Satisfaction By: Managing Premier Customers’ and Partners’ Critical Situation incidents
  • Delivery of a high-quality customer and partner experience through timely and effective response
  • Expanding internal visibility of Premier Customers’ Critical Situations
  • Identifying systemic issues and flagging process breakdown
  • Stepping up to take on challenges by acting as Crisis Manager in catastrophic outage situations
  • Pursuing proactive actions to help prevent future issue
  • Leading project and working group to improve process and tools
  • Establishing / Maintain Relationships
  • Collaborating effectively with the customer and internal groups
  • Actively participating on projects initiatives owned by CMET
  • Providing CritSit reporting to allow businesses to make better decisions
  • Key Responsibilities of the Incident Commander: Act as the single point of accountability during Severity A/1 incidents
  • Rapidly assess impact and prioritize actions to restore service
  • Orchestrate cross-functional teams with structured ownership and clear direction
  • Deliver authoritative, transparent communication to stakeholders throughout the incident lifecycle
  • Maintain leadership presence under pressure
  • Transform escalations into opportunities to strengthen trust, process maturity, and organizational resilience

Requirements

  • 10+ years of working experience in a customer-oriented position (customer support / helpdesk / service delivery manager / critical situation management) of which a minimum of 2 years in technical role
  • Ability to work non-standard hours, weekends and public holidays is required
  • Bachelor’s Degree with major in Computer Science or Information Technology is preferred
  • Candidate should have broad knowledge of Microsoft products (Azure, Windows, M365)
  • Excellent interpersonal, written and verbal communication skills
  • Exceptional organizational skills to manage effective escalation, meeting customers expectations and ensuring positive contribution to business KPI`s
  • Candidate must be action oriented, demonstrate ability to drive issues to resolution on behalf of the customers

Nice to have

  • 7+ years technology industry, customer service, or related experience
  • Technical understanding in any Microsoft products (Windows/Networking/Azure/Office365/Dynamics)
  • ITIL certification
  • Project Management Certification
  • AI certifications (AI 900 or similar) will be preferred
Microsoft Corporation - All Job Offers

Looking for more opportunities?

Search for other job offers that match your skills and interests.

Suggested Tags: Frontend Developer Secretary Talent Manager Salesforce Administrator Data Analyst
Similar Jobs for

Support Escalation Manager

8 matching positions

New

Support Escalation Manager

In the Customer Service & Support (CSS) organization we are looking for people w...
Location
Location
United States , Multiple Locations
Salary
Salary:
97600.00 - 188400.00 USD / Year
https://www.microsoft.com/ Logo
Microsoft Corporation
Expiration Date
Until further notice
Flip Icon
Requirements
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
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
Read More
Arrow Right
New

Support Escalation Manager

With more than 45,000 employees and partners worldwide, the Customer Experience ...
Location
Location
Romania , Bucharest
Salary
Salary:
143500.00 - 215300.00 RON / Year
https://www.microsoft.com/ Logo
Microsoft Corporation
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Hand-on working experience either in Technical Support, Customer Service, or Customer Escalation in a large organization
  • Problem solving and research skills
  • Organizational skills with attention to detail
  • Demonstrated business maturity
  • Escalation management & Critical situation handling
  • Microsoft Windows
  • Microsoft Office
  • Strong English communication skills, confident in reading, writing, and speaking
Job Responsibility
Job Responsibility
  • Understand the CSS and Escalation support ecosystem
  • Partner closely with escalation teams and support delivery teams within CSS
  • Work on ADO
  • create and update work items to be reported out to the leadership level
  • Identifying reoccurring or emerging issues and escalating them to the appropriate channels
  • Collaborating with CSS and other teams such as Product Group, Engineering Group etc
  • Ensure all reviews are correctly documented and calibrated around the necessary customer issues
  • Effective coordination of communication
  • Partner closely with delivery sites: Identify pain points
  • Promote continuous improvements in quality
  • Fulltime
Read More
Arrow Right

Support Escalation Manager

With more than 45,000 employees and partners worldwide, the Customer Experience ...
Location
Location
Singapore , Singapore
Salary
Salary:
Not provided
https://www.microsoft.com/ Logo
Microsoft Corporation
Expiration Date
Until further notice
Flip Icon
Requirements
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
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
Read More
Arrow Right

Support Escalation Manager

With more than 45,000 employees and partners worldwide, the Customer Experience ...
Location
Location
Philippines , Makati City
Salary
Salary:
Not provided
https://www.microsoft.com/ Logo
Microsoft Corporation
Expiration Date
Until further notice
Flip Icon
Requirements
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
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
Read More
Arrow Right

Support Escalation Manager

With more than 45,000 employees and partners worldwide, the Customer Experience ...
Location
Location
South Korea , Seoul
Salary
Salary:
Not provided
https://www.microsoft.com/ Logo
Microsoft Corporation
Expiration Date
Until further notice
Flip Icon
Requirements
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
  • 8+ years of technology industry, customer service, or related experience
  • OR Bachelor's Degree in technology, business, or related field AND 6+ years of technology industry, customer service, or related experience
  • OR Master's Degree in technology, business, or related field AND 5+ years of technology industry, customer service, or related experience
  • OR equivalent experience
  • Experience working with Microsoft products and services
  • Cloud Technology Certification (Azure Fundamentals, M365 Fundamentals)
Job Responsibility
Job Responsibility
  • Collaboration: Collaborates with engineering teams and/or operations teams to identify the right resource
  • Acts as a subject matter expert on the written protocol to ensure the right groups are engaged to resolve customer issues
  • 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 acts as a key player during process improvement efforts
  • Mentors other Support Escalation team members on how to handle moderate to highly complex cases
  • Communication: Takes ownership of and nurtures relationships with internal teams and partners and proactively communicates with senior leadership on issues complex in scope and provides solutions to resolve them
  • 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
  • Customer Resolution: Acts as a key player when supporting inter-regional, cross-regional, cross-group, or account team unit (ATU) initiatives by gathering feedback and identifying resources to improve the customer support experience for a group of customers or a specific region/area
  • Fulltime
Read More
Arrow Right

Support Escalation Manager

The GetHelp Support Escalation Manager is responsible for handling customer/part...
Location
Location
Romania , Bucharest
Salary
Salary:
Not provided
https://www.microsoft.com/ Logo
Microsoft Corporation
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Extensive experience in technology industry, customer service, or related 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
  • This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter
Job Responsibility
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 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
  • Fulltime
Read More
Arrow Right

Support Escalation Manager

The Support Escalation Manager role is part of the CMET Execution Team and will ...
Location
Location
Australia , Sydney
Salary
Salary:
Not provided
https://www.microsoft.com/ Logo
Microsoft Corporation
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 10+ years of working experience in a customer-oriented position (customer support / helpdesk / service delivery manager / critical situation management) of which a minimum of 2 years in technical role
  • Ability to work non-standard hours, weekends and public holidays is required
  • Bachelor’s Degree with major in Computer Science or Information Technology is preferred
  • Candidate should have broad knowledge of Microsoft products (Azure, Windows, M365)
  • Excellent interpersonal, written and verbal communication skills
  • Exceptional organizational skills to manage effective escalation, meeting customers expectations and ensuring positive contribution to business KPI`s
  • Candidate must be action oriented, demonstrate ability to drive issues to resolution on behalf of the customers
Job Responsibility
Job Responsibility
  • Positively Impact Customer Satisfaction By: Managing Premier Customers’ and Partners’ Critical Situation incidents
  • Delivery of a high-quality customer and partner experience through timely and effective response
  • Delivering a high-quality customer and partner experience through timely and effective resolution of customer’s issues
  • Expanding internal visibility of Premier Customers’ Critical Situations
  • Identifying systemic issues and flagging process breakdown
  • Stepping up to take on challenges by acting as Crisis Manager in catastrophic outage situations
  • Pursuing proactive actions to help prevent future issue
  • Leading project and working group to improve process and tools
  • Establishing / Maintain Relationships
  • Collaborating effectively with the customer and internal groups
  • Fulltime
Read More
Arrow Right

Support Escalation Manager

With more than 45,000 employees and partners worldwide, the Customer Experience ...
Location
Location
Australia , Sydney
Salary
Salary:
Not provided
https://www.microsoft.com/ Logo
Microsoft Corporation
Expiration Date
Until further notice
Flip Icon
Requirements
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
  • Verification of Australian citizenship due to citizenship-based legal restrictions applicable to the role
  • Must provide a valid passport to verify citizenship
Job Responsibility
Job Responsibility
  • Collaborates with engineering teams and/or operations teams to identify the right resource
  • Acts as a subject matter expert on the written protocol to ensure the right groups are engaged to resolve customer issues
  • 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 acts as a key player during process improvement efforts
  • Mentors other Support Escalation team members on how to handle moderate to highly complex cases
  • Takes ownership of and nurtures relationships with internal teams and partners and proactively communicates with senior leadership on issues complex in scope and provides solutions to resolve them
  • 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
  • Acts as a key player when supporting inter-regional, cross-regional, cross-group, or account team unit (ATU) initiatives by gathering feedback and identifying resources to improve the customer support experience for a group of customers or a specific region/area
  • Fulltime
Read More
Arrow Right