Support Escalation Management IC4 at Microsoft

Reading, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

18 Dec, 25

Salary

0.0

Posted On

19 Sep, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Incident Management, Problem Solving, Collaboration, Orchestration, Relationship Management, Proactive Support, Case Health, Case Progression, Technology Oversight, Critical Situation Reduction, Customer Engagement, AI Transformation, Microsoft Products, Service Health

Industry

Software Development

Description

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. Our purpose is to provide reactive support for a portfolio of Microsoft Unified Public Sector customers, overseeing case health and case progression across all technologies, developing relationships with customer stakeholders, and intelligence that can feed into other processes in support of the customer. Incident Managers provide a world class reactive customer support experience driving swift migration to impact. They actively identify proactive opportunities to reduce critical situations and drive Customer/Service Health. In the EMEA Technical Services Organisation (TSO) we are looking for people with a passion for delivering customer success. As a Senior Incident Manager, you will be the primary contact managing escalated customer and partner issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and orchestration skills, and deepen your relationship management expertise. This role is flexible in that you can work up to 50% from home. Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

Manage escalated customer and partner issues while overseeing case health and progression. Provide a world-class reactive customer support experience and identify proactive opportunities to enhance customer service.