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Sr Support Escalation Manager at Microsoft
Singapore, , Singapore - Full Time
Skills Needed
Technology, Microsoft, Customer Service, Stakeholder Management
Specialization
Technology business or related field and years of technology industry customer service or related experience
Qualification
Graduate
Experience Required
Minimum 2 year(s)
Digital Solution Area Specialist - Business Applications - NORWEGIAN SPEAKE at Microsoft
Dublin, County Dublin, Ireland - Full Time
Skills Needed
Color, Business Applications, Ethnicity, Ordinances, Citizenship, Regulations, Computer Science, Microsoft, Consideration, Information Technology, English
Qualification
BA
Data Center Technician at Microsoft
Abu Dhabi, أبو ظبي, United Arab Emirates - Full Time
Skills Needed
Components, Comptia, Ged, Citizenship, Regulations, Consideration, Ethnicity, Color, Microsoft, Ordinances
Specialization
IT, Technology
Qualification
Diploma
Experience Required
Minimum 2 year(s)
Group Manager – Cloud Operations at Microsoft
Reno, NV 89511, USA - Full Time
Skills Needed
Finance, Base Pay, Regulations, Project Management Skills, Virtual Teams, Thought Leadership, Process Design, Consideration, Citizenship, Color, Ethnicity, Ordinances, Program Management, Operations, International Environment, Microsoft, Process Management
Specialization
Program management process management process improvement
Qualification
Graduate
Product Manager 2 at Microsoft
Redmond, WA 98052, USA - Full Time
Skills Needed
Design, Construction, Consideration, Color, Ordinances, Citizenship, Regulations, Microsoft, Software Development, Ethnicity, Inventiveness, Base Pay
Specialization
Product/service/project/program management or software development
Qualification
Graduate
Principal Software Engineering Manager at Microsoft
Redmond, WA 98052, USA - Full Time
Skills Needed
Citizenship, Distributed Systems, Management System, Data Structures, Languages, Groups, Color, High Availability, Computer Science, Base Pay, Ethnicity, Microsoft, Ordinances, Consideration, Regulations, Algorithms, Postgresql
Qualification
Graduate
Experience Required
Minimum 2 year(s)
Principal Site Reliability Engineer at Microsoft
Redmond, WA 98052, USA - Full Time
Skills Needed
Microsoft, Ethnicity, Color, Databases, Incident Response, Consideration, Ordinances, Languages, Information Technology, Computer Science, Performance Tuning, Root, Base Pay, Citizenship, Database Systems, Network Engineering, Distributed Systems, Regulations
Specialization
Software engineering network engineering or systems administration
Qualification
Graduate
Experience Required
Minimum 2 year(s)
AI/ML Engineer II - PowerPoint at Microsoft
Mountain View, CA 94043, USA - Full Time
Skills Needed
Languages, Base Pay, Regulations, Python, Color, Azure, Consideration, Ordinances, Deep Learning, Machine Learning, Citizenship, Computer Vision, Hadoop, Ethnicity, Natural Language Processing, Communication Skills, Groups, Customer Experience, Microsoft
Specialization
Languages including but not limited to c c c java javascript or python
Qualification
Graduate
Experience Required
Minimum 2 year(s)
Senior Software Engineer - Host Networking & Hardware Acceleration at Microsoft
United States, North Carolina, USA - Full Time
Skills Needed
Citizenship, Computer Science, Consideration, Ordinances, Regulations, Base Pay, Color, Ethnicity, Typescript, Systems Programming, Languages, Microsoft
Specialization
Languages including but not limited to c c c rust go typescript
Qualification
Graduate
Experience Required
Minimum 2 year(s)
Customer and Partner Account Manager at Microsoft
Fort Lauderdale, FL 33309, USA - Full Time
Skills Needed
Program Management, Management Consulting, Microsoft, Ordinances, Color, Ethnicity, Coaching, Base Pay, Finance, Process Management, Operations, Citizenship, Executive Leadership, Regulations, Consideration
Specialization
Program management process management process improvement near team strategy management consulting sales or finance
Qualification
Graduate
Experience Required
Minimum 3 year(s)
Process Program Manager at Microsoft
Costa Rica, , Costa Rica - Full Time
Skills Needed
Finance, Change Management, Ethnicity, Operations, Regulations, Trend Analysis, Microsoft, Consideration, Management Professional, Citizenship, Data Models, Program Management, Color, Analytics, Ordinances, Six Sigma
Specialization
Process management/execution/optimization or operations program launch management project management
Qualification
Graduate
Senior Product Manager at Microsoft
United States, North Carolina, USA - Full Time
Skills Needed
Collateral, Microsoft, Giac, Consideration, Ordinances, Ethnicity, Base Pay, Software Development, Citizenship, Customer Requirements, Color, Regulations
Specialization
Product/service/project/program management or software development
Qualification
Graduate
Experience Required
Minimum 2 year(s)
Senior Program Manager at Microsoft
Redmond, WA 98052, USA - Full Time
Skills Needed
Microsoft, Consideration, Ordinances, Data Analysis, Security, Ethnicity, Machine Learning, Program Management, Base Pay, Clarity, Software Development, Cross Team Collaboration, Citizenship, Regulations, Online Services, Color, Management Skills
Specialization
Engineering product/technical program management data analysis or product development
Qualification
Graduate
Experience Required
Minimum 2 year(s)
Software Engineer II at Microsoft
United States, North Carolina, USA - Full Time
Skills Needed
Consideration, Color, Computer Science, Citizenship, Ordinances, Languages, Regulations, Ethnicity, Microsoft, Base Pay
Specialization
Languages including but not limited to c c c or java
Qualification
Graduate
Experience Required
Minimum 2 year(s)
Software Engineering (Early in Profession Opportunity) at Microsoft
Belfast, Northern Ireland, United Kingdom - Full Time
Skills Needed
Languages, Ordinances, Ethnicity, Design Principles, Microsoft, Consideration, Citizenship, Computer Science, Color, Angular, Regulations, Sql, Node.Js, Python
Specialization
Languages including but not limited to c c c java javascript or python
Qualification
Graduate
Senior Systems Engineer at Microsoft
Redmond, WA 98052, USA - Full Time
Skills Needed
Microsoft, Troubleshooting, Network Technologies, Computer Science, Cloud Services, Software, Languages, Base Pay, Firewalls, It, Design, Shipping
Specialization
Languages including but not limited to c c c java javascript or python
Qualification
Graduate
Experience Required
Minimum 2 year(s)
Senior Research Strategist at Microsoft
Reading, England, United Kingdom - Full Time
Skills Needed
Self Service, Enterprise, Information Science, Behavioral Science, Consideration, Ordinances, Color, Human Computer Interaction, Social Sciences, Information Architecture, Regulations, Machine Learning, Microsoft, User Experience Design, Domain Experience
Specialization
Computer Science, Architecture, Communications, Engineering, Human-Computer Interaction, architecture, Design
Qualification
Graduate
Microsoft Technical Training Manager - EMEA Region at Microsoft
London, England, United Kingdom - Full Time
Skills Needed
It, Information Technology, Leadership, Technology, Technical Training, Cloud, Training, Microsoft Azure, Teams, Communication Skills, Learning, Cloud Computing, Security, Classroom Training
Qualification
Graduate
Data Center Technician at Microsoft
London, England, United Kingdom - Full Time
Skills Needed
Ged, Comptia, Citizenship, Components, Ordinances, Microsoft, Color, Ethnicity, Consideration, Regulations
Specialization
IT, Technology
Qualification
Diploma
Experience Required
Minimum 2 year(s)
High Performance Compute Director at Microsoft
Mountain View, CA 94043, USA - Full Time
Skills Needed
Service Engineering, Distributed Systems, Python, Java, Ordinances, Leadership, Information Technology, Communication Skills, Ethnicity, Regulations, Sql, Data Science, Consideration, Citizenship, Systems Engineering, Powershell, Network Engineering, Computer Science
Specialization
Software engineering network engineering service engineering systems engineering or industrial controls
Qualification
Graduate
Experience Required
Minimum 2 year(s)
Sr Support Escalation Manager at Microsoft
Singapore, , Singapore -
Full Time


Start Date

Immediate

Expiry Date

11 Sep, 25

Salary

0.0

Posted On

11 Jun, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Technology, Microsoft, Customer Service, Stakeholder Management

Industry

Outsourcing/Offshoring

Description

OVERVIEW

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.
Advocacy and Customer Trust (ACT) delivers connected support experiences to our customers to gain and keep their trust.
Our Service Manager will be positioned and aligned with our customers as Chief Operating Officers within the account, strategically placed to ensure that we have the appropriate level of engagement to support and drive the customer’s reactive support landscape and improve operational health. As such you will work with some of the world’s largest companies, public sector depts and not for profit organisations pursuing strategic activities, utilising Microsoft technologies to modernise their business.
We create an environment where you can do your best work and build a career both in the Service Manager role as well as the wider Microsoft. As your interests and goals evolve we will enable you to connect you with a diverse, thriving community that can help you grow.
Weekend on-standby/on-call will be required within the local policies and laws of the hiring country, typically one weekend in six.
In the Customer Service & Support (CSS) organization we are looking for people with a passion for delivering customer success. As a Senior Support Escalation 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 100% 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.

QUALIFICATIONS

Required Qualifications:

  • Years of technology industry, customer service, or related experience

o OR Bachelor’s Degree in technology, business, or related field AND years of technology industry, customer service, or related experience
o OR Master’s Degree in technology, business, or related field AND years of technology industry, customer service, or related experience
o OR equivalent experience
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.

Responsibilities
  • 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.
    Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

    Industry leading healthcare

    Educational resources

    Discounts on products and services

    Savings and investments

    Maternity and paternity leave

    Generous time away

    Giving programs

    Opportunities to network and connect
    Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
Sr Support Escalation Manager at Microsoft
Singapore, , Singapore - Full Time
Skills Needed
Technology, Microsoft, Customer Service, Stakeholder Management
Specialization
Technology business or related field and years of technology industry customer service or related experience
Qualification
Graduate
Experience Required
Minimum 2 year(s)
Digital Solution Area Specialist - Business Applications - NORWEGIAN SPEAKE at Microsoft
Dublin, County Dublin, Ireland - Full Time
Skills Needed
Color, Business Applications, Ethnicity, Ordinances, Citizenship, Regulations, Computer Science, Microsoft, Consideration, Information Technology, English
Qualification
BA
Data Center Technician at Microsoft
Abu Dhabi, أبو ظبي, United Arab Emirates - Full Time
Skills Needed
Components, Comptia, Ged, Citizenship, Regulations, Consideration, Ethnicity, Color, Microsoft, Ordinances
Specialization
IT, Technology
Qualification
Diploma
Experience Required
Minimum 2 year(s)
Group Manager – Cloud Operations at Microsoft
Reno, NV 89511, USA - Full Time
Skills Needed
Finance, Base Pay, Regulations, Project Management Skills, Virtual Teams, Thought Leadership, Process Design, Consideration, Citizenship, Color, Ethnicity, Ordinances, Program Management, Operations, International Environment, Microsoft, Process Management
Specialization
Program management process management process improvement
Qualification
Graduate
Product Manager 2 at Microsoft
Redmond, WA 98052, USA - Full Time
Skills Needed
Design, Construction, Consideration, Color, Ordinances, Citizenship, Regulations, Microsoft, Software Development, Ethnicity, Inventiveness, Base Pay
Specialization
Product/service/project/program management or software development
Qualification
Graduate
Principal Software Engineering Manager at Microsoft
Redmond, WA 98052, USA - Full Time
Skills Needed
Citizenship, Distributed Systems, Management System, Data Structures, Languages, Groups, Color, High Availability, Computer Science, Base Pay, Ethnicity, Microsoft, Ordinances, Consideration, Regulations, Algorithms, Postgresql
Qualification
Graduate
Experience Required
Minimum 2 year(s)
Principal Site Reliability Engineer at Microsoft
Redmond, WA 98052, USA - Full Time
Skills Needed
Microsoft, Ethnicity, Color, Databases, Incident Response, Consideration, Ordinances, Languages, Information Technology, Computer Science, Performance Tuning, Root, Base Pay, Citizenship, Database Systems, Network Engineering, Distributed Systems, Regulations
Specialization
Software engineering network engineering or systems administration
Qualification
Graduate
Experience Required
Minimum 2 year(s)
AI/ML Engineer II - PowerPoint at Microsoft
Mountain View, CA 94043, USA - Full Time
Skills Needed
Languages, Base Pay, Regulations, Python, Color, Azure, Consideration, Ordinances, Deep Learning, Machine Learning, Citizenship, Computer Vision, Hadoop, Ethnicity, Natural Language Processing, Communication Skills, Groups, Customer Experience, Microsoft
Specialization
Languages including but not limited to c c c java javascript or python
Qualification
Graduate
Experience Required
Minimum 2 year(s)
Senior Software Engineer - Host Networking & Hardware Acceleration at Microsoft
United States, North Carolina, USA - Full Time
Skills Needed
Citizenship, Computer Science, Consideration, Ordinances, Regulations, Base Pay, Color, Ethnicity, Typescript, Systems Programming, Languages, Microsoft
Specialization
Languages including but not limited to c c c rust go typescript
Qualification
Graduate
Experience Required
Minimum 2 year(s)
Customer and Partner Account Manager at Microsoft
Fort Lauderdale, FL 33309, USA - Full Time
Skills Needed
Program Management, Management Consulting, Microsoft, Ordinances, Color, Ethnicity, Coaching, Base Pay, Finance, Process Management, Operations, Citizenship, Executive Leadership, Regulations, Consideration
Specialization
Program management process management process improvement near team strategy management consulting sales or finance
Qualification
Graduate
Experience Required
Minimum 3 year(s)
Process Program Manager at Microsoft
Costa Rica, , Costa Rica - Full Time
Skills Needed
Finance, Change Management, Ethnicity, Operations, Regulations, Trend Analysis, Microsoft, Consideration, Management Professional, Citizenship, Data Models, Program Management, Color, Analytics, Ordinances, Six Sigma
Specialization
Process management/execution/optimization or operations program launch management project management
Qualification
Graduate
Senior Product Manager at Microsoft
United States, North Carolina, USA - Full Time
Skills Needed
Collateral, Microsoft, Giac, Consideration, Ordinances, Ethnicity, Base Pay, Software Development, Citizenship, Customer Requirements, Color, Regulations
Specialization
Product/service/project/program management or software development
Qualification
Graduate
Experience Required
Minimum 2 year(s)
Senior Program Manager at Microsoft
Redmond, WA 98052, USA - Full Time
Skills Needed
Microsoft, Consideration, Ordinances, Data Analysis, Security, Ethnicity, Machine Learning, Program Management, Base Pay, Clarity, Software Development, Cross Team Collaboration, Citizenship, Regulations, Online Services, Color, Management Skills
Specialization
Engineering product/technical program management data analysis or product development
Qualification
Graduate
Experience Required
Minimum 2 year(s)
Software Engineer II at Microsoft
United States, North Carolina, USA - Full Time
Skills Needed
Consideration, Color, Computer Science, Citizenship, Ordinances, Languages, Regulations, Ethnicity, Microsoft, Base Pay
Specialization
Languages including but not limited to c c c or java
Qualification
Graduate
Experience Required
Minimum 2 year(s)
Software Engineering (Early in Profession Opportunity) at Microsoft
Belfast, Northern Ireland, United Kingdom - Full Time
Skills Needed
Languages, Ordinances, Ethnicity, Design Principles, Microsoft, Consideration, Citizenship, Computer Science, Color, Angular, Regulations, Sql, Node.Js, Python
Specialization
Languages including but not limited to c c c java javascript or python
Qualification
Graduate
Senior Systems Engineer at Microsoft
Redmond, WA 98052, USA - Full Time
Skills Needed
Microsoft, Troubleshooting, Network Technologies, Computer Science, Cloud Services, Software, Languages, Base Pay, Firewalls, It, Design, Shipping
Specialization
Languages including but not limited to c c c java javascript or python
Qualification
Graduate
Experience Required
Minimum 2 year(s)
Senior Research Strategist at Microsoft
Reading, England, United Kingdom - Full Time
Skills Needed
Self Service, Enterprise, Information Science, Behavioral Science, Consideration, Ordinances, Color, Human Computer Interaction, Social Sciences, Information Architecture, Regulations, Machine Learning, Microsoft, User Experience Design, Domain Experience
Specialization
Computer Science, Architecture, Communications, Engineering, Human-Computer Interaction, architecture, Design
Qualification
Graduate
Microsoft Technical Training Manager - EMEA Region at Microsoft
London, England, United Kingdom - Full Time
Skills Needed
It, Information Technology, Leadership, Technology, Technical Training, Cloud, Training, Microsoft Azure, Teams, Communication Skills, Learning, Cloud Computing, Security, Classroom Training
Qualification
Graduate
Data Center Technician at Microsoft
London, England, United Kingdom - Full Time
Skills Needed
Ged, Comptia, Citizenship, Components, Ordinances, Microsoft, Color, Ethnicity, Consideration, Regulations
Specialization
IT, Technology
Qualification
Diploma
Experience Required
Minimum 2 year(s)
High Performance Compute Director at Microsoft
Mountain View, CA 94043, USA - Full Time
Skills Needed
Service Engineering, Distributed Systems, Python, Java, Ordinances, Leadership, Information Technology, Communication Skills, Ethnicity, Regulations, Sql, Data Science, Consideration, Citizenship, Systems Engineering, Powershell, Network Engineering, Computer Science
Specialization
Software engineering network engineering service engineering systems engineering or industrial controls
Qualification
Graduate
Experience Required
Minimum 2 year(s)
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