Incident Manager

Role & responsibilities

Job Specifics:
The CritSit Manager role is part of the CMET Execution Team and will assist with managing CritSit situations across all technologies. Their primary focus is to meet customer needs by effectively managing internal and external resources and communication across all the parties involved on a CritSit.

The Execution Team provides 24x7, 365 days a year after hours coverage for Premier by managing our Enterprise and Partner clients' most severe business impact issues, identifying internal failings and driving positive change.

Given the nature of the business, this position does require flexibility to work outside of standard business hours, including weekends, and some holidays.

This roles purpose is to:

- Address high priority customers escalations needs, for critical and high-visibility problems impacting Microsofts strategic Premier customers (Critical Situations) and Partners.
- Participate in a 24x7 Coverage schedule providing timely, reliable and high-quality response to complex customer escalations.- Provide mentor assistance to Premier and CSS regarding the CritSit process when required to ensure successful execution.- Interface with various departments within the Customer and Partner to drive resolution, up to the executive level, as necessary.- Interface with various Microsoft groups to drive resolution, up to the executive level, as necessary.

The CritSit Management & Escalation Team (CMET) is a global team within CSS delivering on the Critical Situation Management (CritSit) process for Microsoft's Premier customers.
The CMET team delivers world class management of our Enterprise Customers critical situations with the goal to swiftly remediate the most severe business impacting issues through process adherence, customer communication and Engineering resource allocation leading to positive Customer sentiment.

Positively impact customer satisfaction by:
• Managing Premier Customers’ and Partners’ Critical Situation incidents to ensure that the CritSit process is being followed and any need for escalation is addressed.• Delivery of a high quality customer and partner experience through timely and effective Response to internal and external customer needs; owning active Critical Situations.• Deliver a high quality customer and partner experience through timely and effective Resolution of customer’s issues in the quickest way possible.• Expand internal visibility of Premier Customers’ Critical Situations by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners during afterhours.• Identifying systemic issues and flagging process breakdown during the execution of the CritSit Process the CritSit System

"PREVIOUS MICROSOFT EXPERIENCE IS ONLY NEEDED" And they should have completed the 6 months cooling period

Preferred candidate profile

Perks and benefits