Support Escalation Manager, Incident Manager - CTJ - ...

Overview Support Escalation Manager - Incident Manager acts as a primary contact to understand issues and improve the experiences of account-aligned customers with minimal guidance. Proactively contributes to regional, inter-group, or account team unit (ATU) initiatives by proactively providing feedback to the improve customer support experience for a customer or group of customers. Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers or escalate as necessary. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive resolution. Identifies, documents, consolidates, and voices feedback to improve systematic issues and internal processes. Participates and drives relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes. The Microsoft Federal organization was established to address the unique mission, legal/regulatory requirements, and procurement rules and processes of the United States Government (USG). Microsoft Federal is committed to ensuring its resources u2013 including appropriately qualified, experienced, and certified personnel (with necessary security clearances or otherwise) are available as needed to meet USG evolving needs. To that end, Microsoft embraces, as a mission-critical philosophy, flexibility in the recruiting, hiring, and workforce assignment of Microsoft Federal personnel. Microsoft Federal personnel can expect to serve in various roles in the Microsoft Federal organization during the course of their career to meet evolving USG needs, regardless of segment u2013 Civilian, Defense, or Intelligence community. Microsoftu2019s 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 Reactive Support u00b7 Manage reactive support for Federal customers under Microsoft Support Unified Agreements, driving efficient case progress and rapid resolution. u00b7 Conduct regular reviews of internal reactive cases to assess status and health. u00b7 Assist with high-risk escalations by gathering and analyzing information to support the customer. Communication and leadership u00b7 Build strong relationships to resolve cases efficiently. u00b7 Coordinates with Account teams and manages customer support. u00b7 Communicates clearly and promptly. u00b7 Collaborates to influence decisions. u00b7 Flags systemic issues and process gaps. u00b7 Recommend process and tool improvements. u00b7 Sets clear support expectations and champion Microsoft Support offerings. Proactive Optimization u00b7 Provide trend analysis and proactive recommendations. u00b7 Accelerate case resolution. u00b7 Detect potential issues to enhance customer environments and promote resiliency. u00b7 Support by offering proactive guidance. Skills Needed for this Role Include: u00b7 Strong customer support skills. u00b7 Able to work independently and own Customer relationships. u00b7 Values teamwork and collaboration, builds effective relationships, and respects diverse perspectives. u00b7 Able to adapt communication style to audience, and seeks collaborative efforts u00b7 Handles ambiguity confidently and acts with intention to achieve results. u00b7 Understands the impact of their behavior and communication on others. u00b7 Eager to develop new abilities and develop skills and knowledge. Qualifications Required Qualifications: + Master's Degree in technology, business, or related field AND 1+ year(s) technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 2+ years technology industry, customer service, or related experience OR 5+ years technology industry, customer service, or related experience OR equivalent experience. Other Qualifications: Security Clearance Requirements: Candidates must be able to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: + The successful candidate must have an active U.S. Government Top Secret Security Clearance. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate clearance and/or customer screening requirements may result in employment action up to and including termination. + Clearance Verification : This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment. + Microsoft Cloud Background Check : This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter. + Citizenship & Citizenship Verification: This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customer and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance Preferrred Qalifications: + Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience OR 7+ years technology industry, customer service, or related experience OR equivalent experience. + Experience working with Microsoft products and services. + Currently reside in the DMV Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form (. Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work. Support Escalation Management IC3 - The typical base pay range for this role across the U.S. is USD $76,800 - $151,900 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $100,800 - $168,000 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations. (

Created: 2025-12-22