Area Support Lead Crisis Prevention and Management

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support

In short

MCAPS-Core is seeking an Area Support Lead Crisis Prevention and Management to own crisis communications and act as a trusted advisor to Microsoft's strategic customers. This role involves leading during service incidents and managing executive-facing communications to restore confidence and prevent recurrences.

Responsibilities

Own Crisis Communications for your Area and liaise with the C-Suite of Microsoft’s most strategic customers.
Act as the Commander and Technical Leader during a Service Incident or large scale event, co-ordinating key leaders and decision makers.
Restore confidence through executive-facing communication skills and partner with the customer’s Account Team to prevent recurrences.
Be on-call during shifts which will include nights and weekends and available to take ownership of escalations to Senior Leaders.
Act as a subject matter expert on best practices to support the customer experience.
Lead strategic projects designed to improve resolution times, customer satisfaction, and support experience.
Leverage relationships across CSU, Support and Product Groups to remove roadblocks.
Establish and oversee the development of written protocols to ensure customer issues are resolved.
Own escalated issues and manages Area-escalated customer crises to identify and remove barriers.
Influence the direction of process improvement efforts with a global perspective.
Act as an expert and provides guidance to Support Escalation team members on how to handle moderate to highly complex cases.
Identify and build strategic relationships with internal teams, partners, and communications with senior and executive leadership to resolve issues that are complex in scope.
Leverage precision questioning techniques to understand the pain points of the customer experience during Crisis and then proactively addresses the People/Process/Technology blockers identified.
Customer engagement – both reactive (emergency) and proactive (sponsorship).
Confidence calls after outage.
Involved in service incident (SI) aka outage Crisis and non-outage crisis for specific, strategic customers.
Collaborate with the Area Business Partner to identify systematic issues and leads process improvement efforts.
Recommend process improvements and support the Area Connected Reactive Support forums with identified actions.
Crafts and executes executive summaries and identifies patterns across customer issues.
Creates strategies to resolve reoccurring or highly sensitive issues in partnership with Area, Support and Product Group leadership.
Own Service Incident or crisis response and management in the Area (before, during and after).
Ensure understanding of Field roles and responsibilities.
Accountable for ensuring the area is trained.

Requirements

Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 8+ years technology industry, customer service, or related experience.
OR equivalent experience.
5+ years experience managing projects.
5+ years experience working with Microsoft products and services.
Crisis Management and C-Suite communication experience.
Cloud Technology Certification (minimum of Azure Fundamentals and/or M365 Fundamentals).

Desired Qualifications

Master's Degree in technology, business, or related field AND 12+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 15+ years technology industry, customer service, or related experience.
OR equivalent experience.
Project or Program management experience.
Experience working with Microsoft products and services.
Advanced Cloud Technology Certification levels such as Level 200 and 300 certifications in Microsoft Cloud Technologies.
Knowledge and understanding of Unified Deal Construction preferred.

Benefits

Certain roles may be eligible for benefits and other compensation.

Skills

Customer ServiceCrisis ManagementC-Suite communicationAzure FundamentalsM365 FundamentalsProject ManagementProgram Management

#Support Escalation Management#Crisis Communications#Customer Service#Technical Support#Microsoft

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