Senior Engineer - Cloud & Infra Management

Role Description

The Incident Manager IM is a customer facing role and trusted account team member who works with our Premier Unified customers and Customer Service and Support engineers to manage complex reactive support scenarios and provide insights into operational health opportunities for customer accounts The goal of the IM is to be the customer advocate and enable resolution of Reactive Issues through the following key activities

Engage with customers to address reactive support queries

Represent the customers business impact during escalations

Drive the endtoend problem resolution

1

Relationship Management

Know the customer and understand the impact to their business in reactive support scenarios

Conduct customer conversations across all management levels inc incident calls and monthly connections

Prioritize critical issues to ensure customer satisfaction

Set and manage support expectations with customers

Orchestrate support teams to resolve customer incidents

2

Proactive management of reactive experience

Acknowledge and respond to customers requests promptly

Coordinate stakeholder involvement and track actions

Anticipate risks and escalations based on customer context

Proactively provide case updates regularly propose recommendations if necessary and take action based on the context of the case

3

Escalation Handling

Drive highrisk escalations to resolution by establishing clear communication channels documenting and tracking agreed actions and maintaining an orchestration role across multiple stakeholders

Understand the cause of the escalation its business impact and level of urgency from Customer and other stakeholders

4

Critical Thinking

Partner with engineers as needed to complete root cause analysis of customer issues and prevent future occurrences

Establish a customer obsession approach that puts the customer and the customer operational health in the center

Prioritize workloads against agreed procedures

5

Incident Administration

Monitor reactive cases owned by internal support organizations

Provide regular updates to both customers and interna stakeholders to confirm case status and progression

Ability to meet Microsoft customer andor government security screening requirements are required for this role

Excellent communication skills with the ability to tailor messaging to both technical and nontechnical as well as operational and executive level stakeholders

Develop and maintain collaborative working relationships with others Recognize different values and styles and respect others unique characteristics or strengths

Situational management Highly organized with the ability to adapt to changing priorities and act confidently in uncertain situation

Strong listening skills and the ability to translate that listening into customer service and support action

Highly organized with the ability to adapt to changing priorities and act confidently in uncertain situations

Able to work to tight time frames in a fast paced high volume environment

Demonstrated problem solver with the ability to develop and execute a plan to achieve specific goals

Self motivated proactive and customercentric attitude

Demonstrated aptitude to learn new technologies

3 years of experience in supporting enterprise technologies

Bachelors degree or equivalent experience

Strong English written and verbal communication skills

oOther languages may be required depending on location and area to be supported

Strong stakeholder engagement and collaboration

Positive energetic enthusiastic attitude

Excellent at multitasking task prioritization

Skilled use of the Microsoft Office Suite eg Word Outlook PowerPoint etc

Ability to apply judgement in high pressure situations with minimal external guidance

Understanding of reactive case lifecycle and troubleshooting methodology

Ability to learn new skill sets and consume role bases continuing education while balancing daily workload responsibilities

3 years of experience in supporting Microsoft enterprise technologies

Customer Service Management experience in an IT related environment

Familiarity with Microsoft products services

Skilled use of Microsoft Power BI reporting

Track record in successfully coordinating activities that involve crossteam of internal external contacts

ITIL certified

Outgoing personality comfortable with build new relationships and taking on new…