With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
Our purpose is to provide reactive support for a portfolio of Microsoft Unified Public Sector customers, overseeing case health and case progression across all technologies, developing relationships with customer stakeholders, and intelligence that can feed into other processes in support of the customer. Incident Managers provide a world class reactive customer support experience driving swift migration to impact. They actively identify proactive opportunities to reduce critical situations and drive Customer/Service Health.
In the EMEA Technical Services Organisation (TSO) we are looking for people with a passion for delivering customer success. As a Senior Incident Manager, you will be the primary contact managing escalated customer and partner issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and orchestration skills, and deepen your relationship management expertise.
This role is flexible in that you can work up to 50% from home.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities
* Customer Resolution: Act as a primary contact to understand issues and improve experiences for account-aligned customers and maintain relationships with internal and external teams to resolve customer issues.
* Mentor others on the team and participate in strategic projects to enhance resolution times and customer satisfaction.
* Provide status updates to customers and internal stakeholders and identify trends from internal retrospectives and suggest improvements.
* Collaboration: Collaborate with engineering and operations teams to identify the right resources and manage escalated issues for account-aligned customers and ensure existing processes don't hinder issue resolution.
* Communication: Manage customer and field expectations around issue response and keep stakeholders informed on issue response and resolution status and communicate internally to drive faster issue resolution.
* Process Improvement: Identify systematic issues and participates in improvement projects and creates executive summaries and identifies patterns in customer issues.
* Vendor Relationships: Drive relationships with outsource vendors for issue resolution.
Qualifications
Required Qualifications:
* Experince of technology industry, customer service, or related experience
o OR Bachelor's Degree in technology, business, or related field of technology industry, customer service, or related experience
o OR Master's Degree in technology, business, or related field of technology industry, customer service, or related experience
o OR equivalent experience
Experience working with Microsoft products and services.
Cloud Technology Certification (Azure Fundamentals and M365 Fundamentals).
MUST have been resident in the UK for a minimum of 5 years with no periods of 6+ months outside the UK in that time.
Experience working in the Public Sector
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.