Support Escalation Manager - Incident Manager - CTJ - Top Secret at Microsoft

Reston, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

30 Jan, 26

Salary

0.0

Posted On

01 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Management, Customer Support, Escalation Management, Communication, Problem Solving, Feedback Documentation, Vendor Management, Cultural Change, Stakeholder Management, Proactive Contribution, Barrier Removal, Relationship Building, Internal Process Improvement, Team Collaboration, Mission Understanding, Regulatory Compliance

Industry

Software Development

Description

Support Escalation Manager - Incident Manager acts as a primary contact to understand issues and improve the experiences of account-aligned customers with minimal guidance. Proactively contributes to regional, inter-group, or account team unit (ATU) initiatives by proactively providing feedback to the improve customer support experience for a customer or group of customers. Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers or escalate as necessary. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive resolution. Identifies, documents, consolidates, and voices feedback to improve systematic issues and internal processes. Participates and drives relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes. Must be willing to commute to client sites when required. The Microsoft Federal organization was established to address the unique mission, legal/regulatory requirements, and procurement rules and processes of the United States Government (USG). Microsoft Federal is committed to ensuring its resources – including appropriately qualified, experienced, and certified personnel (with necessary security clearances or otherwise) are available as needed to meet USG evolving needs. To that end, Microsoft embraces, as a mission-critical philosophy, flexibility in the recruiting, hiring, and workforce assignment of Microsoft Federal personnel. Microsoft Federal personnel can expect to serve in various roles in the Microsoft Federal organization during the course of their career to meet evolving USG needs, regardless of segment – Civilian, Defense, or Intelligence community. 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

The Support Escalation Manager acts as a primary contact to understand issues and improve customer experiences. They own escalated issues and manage incidents to ensure stakeholders are informed on resolution status.