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Support Escalation Management



Customer Service
Bengaluru, Karnataka, India
Posted on Monday, February 12, 2024
Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission.

This Incident Manager role will focus on Reactive Support Management for Unified Support for 15 of our Digital Natives customers worldwide as a key member of the account team. You will actively engage with customers, Microsoft Support Engineers and Microsoft Product Engineers to manage support request health while developing relationships and account-specific context. Insights derived from Reactive Support Management activities will empower this role to tailor the customer’s reactive support experience and assist with proactive risk mitigation and overall Operational Health improvement.


  • This role is responsible for driving positive outcomes end to end within reactive support, including healthy reactive support case progression and management across both standard and critical severity cases. Resources are aligned directly to customer accounts and own all levels of escalation handling, reporting, problem management and customer communications.
  • This role will partner closely with the Cloud Solutions Architects (CSAs) aligned to these customers to support the development of insights that can inform solution and operational health program development, and an ability to translate technical solutions into business language

Communication & Leadership

  • As a key influencer and advocate for the customer, you will build meaningful partnerships with internal and customer-facing stakeholders. In partnership with the Cloud Solutions Architect (CSA), you will be the trusted central commander within the Reactive Support Management space.
  • This includes; direct interactions with customers to gather the business impact of support requests, providing status updates or executive summary on case progress, owning and coordinating actions to improve health in at-risk or unhealthy support requests and accelerating cases assignment to resolution.
  • You will prepare reports and lead a cadence with the customer to review the cases progress, to align on their priorities, and to provide recommendations in collaboration with the CSA.
  • In this role, there is a unique opportunity to identify and champion process, tools, and service delivery program improvements. Through your work, you will help to influence continuous improvement and a more connected customer experience.

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

  • Work with engineers as needed to investigate the customer issue further to understand the root cause to drive prevention
  • Establish a customer obsession approach that puts the customer and the customer operational health in the center, proactively understanding the customer’s deployment roadmap

Problem Management

  • Support Requests Trends – Using internal tools, automation and analytical skills, you will identify and confirm the root cause of support requests and categorize them following a defined standard. These insights will help you and the account team to understand opportunities to maximize the value of the customer’s Unified Support agreement through the use of proactive services to drive Operational Health improvements. Specifically, this role will be responsible for identifying trends and partnering with Cloud Solutions Architects (CSAs) to build recommendations for customers.
  • Reporting and Business Intelligence – You will leverage purpose-built tooling and standard reporting to support your understanding of support request volume and trends. This information will serve to support customer conversations and various incident/problem management activities.


Knowledge, Skills and Abilities

  • Empathy, judgement (especially during urgent situations) and capacity to manage stressful situations with grace and gravitas.
  • Excellent written communication skills adapted to incident management situations, including ability to interface with executive stakeholders
  • Leadership skills and action-oriented, clear understanding of and ability to articulate customer’s sense of urgency
  • Customer-centric and curious; consciously seeks to understand desired customer outcomes and advocates on their behalf
  • Proficient problem-solving skills with the ability to influence and motivate others
  • Ability to analyze case data for trends and insights
  • Develops and maintains good working relationships with others. Recognizes different values and styles, and respects others' unique characteristics or strengths.
  • Acts confidently in uncertain circumstances and seeks to bring, develop clarity
  • Capacity to prioritize and takes well thought-out action to achieve a specific impact
  • Applies sound, balanced judgement during high impact and urgent situations

Required/Minimum Qualifications

  • Bachelor's degree in Computer Science, Information Technology, or related field, or 3 years equivalent work experience
  • 5+ years of experience in a technical support, service delivery, or consulting
  • 2+ years of experience working 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)
  • 2+ years of working as part of a global organisation, interacting with customers from around the world

Additional Or Preferred Qualifications

  • ITIL / Prosci Foundations
  • Track record in successfully coordinating activities that involve cross-team of internal/external contacts
  • Location: 0-25% travel could be expected in this role and the hire must be based in one of the advertised locations

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.