Support Escalation Manager, Incident Manager - CTJ - Top Secret

Microsoft•Reston, VA

About The Position

Support Escalation Manager - Incident Manager acts as a primary contact to understand issues and improve the experiences of account-aligned customers with minimal guidance. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Participates and drives relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes. Reactive Support Conduct regular reviews of internal reactive cases to assess status and health. Assist with high-risk escalations by gathering and analyzing information to support the customer. Support Escalation Management IC3 - The typical base pay range for this role across the U.S. is USD $76,800 - $151,900 per year. Build strong relationships to resolve cases efficiently. Coordinates with Account teams and manages customer support. Communicates clearly and promptly. Collaborates to influence decisions. Flags systemic issues and process gaps. Recommend process and tool improvements. Proactive Optimization Provide trend analysis and proactive recommendations. Accelerate case resolution. Detect potential issues to enhance customer environments and promote resiliency. Able to work independently and own Customer relationships. Values teamwork and collaboration, builds effective relationships, and respects diverse perspectives. Able to adapt communication style to audience, and seeks collaborative efforts Handles ambiguity confidently and acts with intention to achieve results. Understands the impact of their behavior and communication on others. Eager to develop new abilities and develop skills and knowledge.

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.
The successful candidate must have an active U.S. Government Top Secret Security Clearance.
This position requires successful verification of the stated security clearance to meet federal government customer requirements.
This position requires verification of U.S. citizenship due to citizenship-based legal restrictions.
Currently reside in the DMV

Responsibilities

Understand issues and improve the experiences of account-aligned customers with minimal guidance.
Ensure customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues.
Participate and drive relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes.
Conduct regular reviews of internal reactive cases to assess status and health.
Assist with high-risk escalations by gathering and analyzing information to support the customer.
Build strong relationships to resolve cases efficiently.
Coordinate with Account teams and manages customer support.
Communicate clearly and promptly.
Collaborate to influence decisions.
Flag systemic issues and process gaps.
Recommend process and tool improvements.
Provide trend analysis and proactive recommendations.
Accelerate case resolution.
Detect potential issues to enhance customer environments and promote resiliency.
Work independently and own Customer relationships.