Microsoft Senior Support Escalation Manager 

Taiwan, Taoyuan City 

896133463

Required Qualifications:
• 9+ years of technology industry, customer service, or related experience
o OR Bachelor's Degree in technology, business, or related field AND 6+ years of technology industry, customer service, or related experience
o OR Master's Degree in technology, business, or related field AND 4+ years of technology industry, customer service, or related experience
o OR equivalent experience

Qualifications
Required/Minimum Qualifications:
8+ years Managerial Experience within a Crisis, Escalation or Incident Management business.
10+ years technology industry, customer service, or related experience
o OR Bachelor's Degree in technology, business, or related field AND 8+ years technology industry, customer service, or related experience
o OR Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience
o OR equivalent experience.

Additional or Preferred Qualifications:
Proven track record of building and executing leadership of high-performing teams of senior customer colleagues.
ITIL or similar Service Management Accreditation at Practitioner level or higher.
Experience working with Microsoft products and services.
Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals).
Project management experience.

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.

People Management:
- You will deliver success through team empowerment and accountability by practicing management excellence principles like model, coach, care. You will enable the individuals on your team to operate in the service delivery details by helping unblock, make connections, facilitate, address escalations, support team and individual growth.

Resolve strategic issues with functional leaders and provide expert direction for handling complex cases.

Vendor Relationships
- Oversee relationships with outsource vendors and foster positive cultural and behavioral changes.
- Participates and drives relationships with outsource vendors to resolve issues and foster positive cultural and behavioral changes.

Embody our Culture and Values