Microsoft Support Escalation Management 

New Zealand, Auckland, Auckland 

920095411

This role is for the Senior Support escalation Manager for the CMET Asia team. This role is specifically for Australia and needs to fulfill the CAS requirements.

Proficiency in spoken and written English is required.

• 10+ years of working experience in a customer-oriented position (customer support / helpdesk / service delivery manager / critical situation management) of which a minimum of 2 years in technical role
• Ability to work non-standard hours, weekends and public holidays is required
• Bachelor’s Degree with major in Computer Science or Information Technology is preferred
• Candidate should have broad knowledge of Microsoft products (Azure, Windows, M365)
• Excellent interpersonal, written and verbal communication skills; This position requires the ability to use assertive, positive and effective communications skills (written and oral) to market thoughts and ideas, work effectively across multiple management levels up the executive level as necessary.
• Exceptional organizational skills to manage effective escalation, meeting customers expectations and ensuring positive contribution to business KPI`s
• Candidate must be action oriented, demonstrate ability to drive issues to resolution on behalf of the customers

Additional or Preferred Qualifications:

• 7+ years technology industry, customer service, or related experience
• Technical understanding in any Microsoft products (Windows/Networking/Azure/Office365/Dynamics)
• ITIL certification
• Project Management Certification

On-call and Shift work -This position requires flexibility in working shift based on the business needs. The working shift may vary depending on the operational demand, and it may include weekend shifts. Shift time usually would be between 12:00AM to 8:00AM UTC.

Citizenship & Citizenship Verification:This position requires verification of Australian/New Zealand citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local Australian/New Zealand government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport.

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.

Positively impact customer satisfaction by:

• Managing Premier Customers’ and Partners’ Critical Situation incidents to ensure that the CritSit process is being followed and any need of escalation is addressed.
• Delivery of a high-quality customer and partner experience through timely and effective response to internal and external customer needs; owning active Critical Situations.
• Delivering a high-quality customer and partner experience through timely and effective resolution of customer’s issues in the quickest way possible.
• Expanding internal visibility of Premier Customers’ Critical Situations by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners during afterhours.
• Identifying systemic issues and flagging process breakdown during the execution of the CritSit Process.
• Stepping up to take on challenges by acting as Crisis Manager in catastrophic outage situations.
• Pursuing proactive actions to help prevent future issue.
• Leading project and working group to improve process and tools.
• Establishing / Maintain Relationships
• Collaborating effectively with the customer and internal groups to solve customer issues and improve business processes in the quickest way possible.
• Actively participating on projects initiatives owned by CMET
• Providing CritSit reporting to allow businesses to make better decisions.