Area Support Lead

Overview
Microsoft North West Community Development Council, Singapore
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. 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.
Are you a Leader who likes to engage CxOs during crisis situations? Do you have mastery in leading during ambiguous situations? Can you influence beyond boundaries to drive complex Customer outcomes? Does Executive communications come naturally to you.
As the Area Support Leader (ASL) you are responsible for Area crisis response, acting on behalf of Microsoft Executives in crisis events, key customer escalation management, and ensuring customer confidence in Microsoft support and crisis response. You will liaise and triage between the customers and Senior Leaders across organizations within Microsoft, serving as the Area’s trusted advisor and partner, consulting with relevant teams and customers to drive systemic improvement in customer health and resiliency.
The ASL role is designed to strengthen resiliency for customers and the Area overall. As such, the ASL role requires technical ability, understanding of operational health, and the ability to manage relationships effectively when there is ambiguity, uncertainty, and pressure. The ASL should be able to converse with technical leaders in engineering and the CSA community in the CSU and be able to review components during and post customer events to avoid repeat. The ASL should exhibit executive maturity, executive presence (confidence, communications, control), impact and influence, and leadership in ambiguity. This role is flexible in that you can work up to 100% from home.
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
Crisis Management
Crisis Response: The ASL is responsible for coordinating crisis response during high impact service incidents. They are the Incident Commander within their Area Crisis Coordination Group (CCG), triaging and coordinating between stakeholders, reducing confusion, and instilling confidence during and after a crisis.
Crisis Readiness: The ASL role requires a deep understanding of Microsoft Crisis Response processes and resources, as well as completion of Crisis Response and Field Drills training content. The ASL will need to execute on various tasks throughout the crisis lifecycle, including readiness, response, and recovery
Consulting and Advising: In preparation for any future crisis, the ASL also serves as the Area’s trusted advisor and partner, consulting with relevant v-teams, and customers to drive systemic improvement in customer health and resiliency
Operational Health Improvement: The ASL is responsible for driving operational health improvement plans for selected customers and owning actions to prevent recurrence.
Key Customer Escalation Management: The ASL is responsible for managing Area executive escalations and restoring confidence with key customers. They participate in Root Cause Analysis (RCA) and Post Incident Reviews (PIR) for escalated events to fully understand the cause and the strategy to prevent recurrence and improve customer health and readiness. They may also preside over confidence engagements as the delegate for Microsoft executives, talking to the customer about why an issue occurred and how to prevent it from recurring.
Systemic Issue Management: The ASL is responsible for managing systemic issues that are creating dissatisfaction for customers. They work to ensure that systemic issues are captured, reported, and communicated. The ASL is uniquely positioned to observe the impact of systemic issues on key customers and to ensure that feedback is directed to the appropriate resources for management.
The ASL will consult with relevant v-teams and customers to identify opportunities for process improvement and incorporate automation where necessary to increase efficiency and effectiveness of processes. They also oversee end-to-end governance across business functions and maintain documentation for flow, controls, underlying systems, and requirements as needed.
Qualifications
Required Qualifications:
11+ 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 Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service or related experience
OR equivalent experience
Preferred Qualifications:
Cloud Technology Certification (minimum of Azure Fundamentals. M365 Fundamentals).
16+ years technology industry, customer service, or related experience
OR Bachelor's Degree in technology, business, or related field AND 13+ years technology industry, customer service, or related experience
OR Master's Degree in technology, business, or related field AND 10+ years technology industry, customer service, or related experience
OR equivalent experience
Project or program management experience.
Experience working with Microsoft products and services.
Recommended higher certification levels such as Level 200 and 300 certifications in Microsoft Cloud Technologies.
Reactive Support Experience Preferred
Knowledge and understanding of Microsoft Unified Deal Construction preferred
Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
Employment details
Seniority level: Not Applicable
Employment type: Full-time
Job function: Sales and Business Development
Industries: Software Development
Referrals increase your chances of interviewing at Microsoft by 2x
#J-18808-Ljbffr