Support Escalation Management

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

The Support Escalation Management team at Microsoft plays a critical role in ensuring the stability, reliability, and continuity of services for customers. By effectively managing and resolving high-impact incidents, the team helps maintain customer trust, minimize downtime, and improve overall service quality.

As a Microsoft Support Escalation Management also referred to as an Incident Manager, you will be responsible for overseeing and driving the resolution of major incidents, ensuring timely communication, coordination, and escalation as needed. You will collaborate with cross-functional teams, including engineers, support teams, and customer account managers, to restore services efficiently. Your role involves identifying root causes, implementing preventive measures, and continuously improving incident management processes to enhance customer satisfaction and operational effectiveness.

In the Customer Service & Support (CSS) organization we are looking for people with a passion for delivering customer success. As a 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.

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.

Response and 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 the improve 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.
• Gathers input from others, raises requests, and liaises between stakeholders during postmortem discussions to give a breakdown of what happened in assigned cases.

Readiness:

• Engages with engineering teams and/or operations teams to identify the right resource and. 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 appea• 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.

Product/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. 

Business Integration:

• 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. 

Other
• Embody our