Escalation Incident Manager at Microsoft

Qualifications

Required Qualifications:

• Previous experience working in the technology industry, customer service, or related experience
• Hands On working experience in a technical support, service delivery, or consulting environment.

 Responsibilities

Customer Resolution 

• Acts as a primary contact to understand issues and improve the experiences of account-aligned customers with minimal guidance. Leverages established relationships with various internal teams to resolve customer issues. 
• Proactively contributes to regional, inter-group, or account team unit (ATU) initiatives by proactively providing feedback to improve the customer support experience for a customer or group of customers. Contributes to best practices to support the customer experience. 
• Provides status updates to customers and internal stakeholders through various channels of communication regarding issues, following the documented process. 
• Contributes to developing strategic projects which are designed to help improve resolution times, customer satisfaction, and support experience.  
• Provides problem management on open cases to spot trending and highlight focus areas to customers. 
• Proactively guides the customer to improve operational health and awareness of platform alerting based on performance metrics. 
• Gathers input from others, raises requests, and liaises between stakeholders during postmortem discussions to give a breakdown of what happened in assigned cases. 

Collaboration 

• Engages with engineering teams and/or operations teams to identify the right resource. Follows and contributes to 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 or escalate as necessary. Ensures existing processes are not a blocker to customer issue resolution and flags incident issues when they appear. 
• Regular proactive collaboration with the field teams for Unified support delivery to ensure proactive services are aligned to identified problem areas. 

Communication 

• Manages customer and field expectations around issue response with limited support. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive resolution.  
• Develops and maintains relationships with internal teams and partners and proactively communicates with senior leadership on issues complex in scope. 
• Will own executive level communications, and responses to escalated issues. 
• Will be responsible for the setup and maintenance of customer facing reactive chat channels, enabling swift communication during escalations and\or Service Impacting events. 

Process Improvement 

• Identifies, documents, consolidates, and voices feedback to improve systematic issues and internal processes.  
• Reviews post-mortem outcomes and creates an executive summary detailing the customer issue, impact on the business, and status of the resolution for review by managers and more senior escalation managers. Proactively escalates highly sensitive issues to senior support escalation managers.