Escalation Management

Position: Support Escalation Management
** Overview*
* 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.

The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.

In the Customer Service & Support (CSS) organization we are looking for people with a passion for delivering customer success. As a Senior Support Escalation 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.

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*
* ** Responsibilities*
* + Demonstrate deep expertise across the Microsoft ecosystem, including Azure, Microsoft 365, and Dynamics 365, with the ability to navigate complex, multi-service environments and dependencies.

+ Demonstrate advanced troubleshooting expertise.

+ Operate at the forefront of a high-performance support organization, owning critical escalations, major incidents, and disaster recovery scenarios with full accountability for outcomes.

+ Lead resolution of high-severity incidents (Sev A / Sev
1), orchestrating global, cross-functional teams under intense time pressure while maintaining composure and decision clarity.

+ Act as a trusted advisor to C-level stakeholders, confidently driving executive-level conversations, setting expectations, and influencing strategic decisions during crisis and transformation scenarios.

+ Collaborate closely with Service Managers across Microsoft partner organizations globally, ensuring seamless coordination across regions, time zones, and operational boundaries to deliver consistent, high-quality support outcomes.

+ Establish strong governance with vendors and delivery partners, rigorously reviewing their support case analysis, enforcing quality standards, and driving continuous improvement to meet and exceed defined service expectations.

+ Lead and continuously evolve end-to-end escalation and incident management frameworks, ensuring operational excellence, repeatability, and scalability across the support ecosystem.

+ Translate highly complex technical issues into clear, business-aligned narratives, enabling both technical teams and executive leadership to make informed decisions.

+ Proactively identify systemic risks and recurring failure patterns through deep technical analysis and data-driven insights, driving long-term corrective actions.

+ Navigate and influence the Microsoft Partner ecosystem, identifying structural inefficiencies and leading targeted improvement initiatives while managing competing priorities.

+ Design and deliver high-impact partner engagements, including in-depth (multi-hour) strategic sessions focused on performance optimization, operational maturity, and experience improvement.

+ Travel onsite to engage directly with partner leadership, conducting executive briefings, and solution workshops to accelerate transformation and accountability.

+ Own end-to-end customer resolution strategy, serving as the single point of accountability for complex issues and ensuring alignment across engineering, operations, and external and internal stakeholders.

+ Drive continuous improvement by mentoring team members, shaping best practices, and contributing to strategic initiatives that elevate support excellence and reduce time-to-resolution.

+ Establish and maintain rigorous communication cadences, delivering precise, transparent updates to stakeholders while managing expectations in high-pressure environments.

+ Lead bi-monthly case review sessions with partners, delivering in-depth analysis of support cases, identifying systemic gaps, and driving actionable improvements to…