Microsoft Support Escalation Manager 

Taiwan, Taoyuan City 

158159022

This role is flexible in that you can work up to 100% from home. Weekend on-standby/on-call will be required within the local policies and laws of the hiring country, typically one weekend in six.

Required Qualifications:

• Several years technology industry, customer service, or related experience.
• Experience in Enterprise IT Service Delivery or technical support
• Experience presenting technical solutions to non-technical audience
• Extensive experience in engaging with C-suite stakeholders, effectively communicating and aligning strategic objectives.
• Candidate is required to be available for on-standby/on-call support due to operational requirement.

Preferred Qualifications:

• Project management experience.
• Experience working with Microsoft products and services.
• Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals)
• Prior Incident and escalation management experience
• 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.

• Acts as an internal expert to resolve longer running, sensitive, or escalated issues
or acts as a primary contact for escalated issues on behalf of less experienced IC
provides coaching, mentorship, or support to less experienced Support Escalation• Leads inter-regions, cross-regions, cross-group, or account team unit (ATU)
specific region/area. Acts as a subject matter expert on best practices to support• Reviews status updates to customers and provides informal guidance to others
on communicating with internal stakeholders through various channels of
communication for highly sensitive or difficult issues.
• Leads strategic projects designed to improve resolution times, customer
satisfaction, and support experience.
• Proactively coordinates resources and establishes relationships to drivediscussions to remediate future issues.

• Leverages relationships across teams to remove roadblocks. Establishes and• Owns escalated issues and manages account-aligned customer incidents to
identify and remove barriers. Ensures existing processes are not a blocker toefforts with a global perspective. Acts as an expert and provides informalhighly complex cases.

• Manages customer and field expectations around issue response and represents
Communicates and influences internally to drive faster issue resolution.
• Identifies and builds strategic relationships with internal teams, partners, and
communications with senior leadership to resolve issues that are complex in

Process Improvement

• Surfaces feedback from the team and drives collaboration across functions to
identify systematic issues and leads process breakdowns to ensure
resolution/progress. Creates strategy for process improvements and leads project
or workgroup to improve internal processes.
• Reviews postmortem executive summaries and identifies patterns acrossissues in partnership with leadership.
Vendor Relationships
• Owns and leads relationships with outsource vendor to resolve issues and foster
positive cultural and behavioral changes.