Microsoft Escalation Incident Manager 

United Arab Emirates, Dubai, Dubai 

273589868

Knowledge, Skills and Abilities:

Required Qualifications:

Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience
Hands On working experience in a technical support, service delivery, or consulting environment.
Must have worked in or dedicated to, Digital Natives customers.
Level 200+ (Intermediate) technical accreditations in at least 2 cloud technologies, Microsoft preferred. (e.g. Azure Network Engineer Associate – AZ-700, Azure Security Engineer Associate – AZ-500 or Power Platform Developer Associate – PL-400).
Candidate must worked in global organisation, interacting with customers from around the world.

Preferred Qualifications:

Communication & Leadership:

Incident Management:

Support Request Reviews – Based on customers priorities, internal tools and analytical skills, you will identify cases that require action. You will determine the best course of action to maintain healthy support request progression and resolution through consideration of customer-specific knowledge. You will develop the ability to anticipate risk related to customer-specific workloads and solutions and take mitigation action where required.
Having the correct network across Customer Service and Support (CSS), Connected Customer Support Experience (CCSE) and Engineering to speed up escalations and connect the right groups / stakeholders for resolution.
Should a reactive support crisis occur, lead the virtual account team and stakeholders.
Expectation setting – You will help to mitigate relationship risk through proactive expectation setting and help the customer to understand Microsoft support management process.

Critical Thinking:

Problem Management: