Principal Support Escalation Manager (Technical Support Lead)
Core
Managing highly complex escalated technical issues and crisis situations for high-profile strategic accounts to restore customer confidence and drive desired outcomes.
Role type
Principal Support Escalation Manager (Technical Support Lead)
Builds
Prescriptive advice and well-architected solutions for enterprise customers
Domain
Cloud infrastructure, Identity, M365, CoPilot, and Security
Deliverable
client delivery
Required skills
Deep knowledge of Cloud (Azure), Identity, M365, CoPilot, Security, and Management; Strategic proposal development; Executive influence; Crisis management; Root cause analysis; Action plan creation; Stakeholder communication; Team building
Preferred skills
Specialization in 1-2 of the core workloads; Ability to shift from reactive to proactive support
Technologies
Azure, M365, CoPilot
Responsibilities
Oversee crisis situations and determine systemic issues; Assess business impact and create action plans with assigned owners; Build a best-in-class team to expedite resolution; Conduct post-incident reviews to identify root causes and improve processes; Communicate effectively with internal and external stakeholders
Seniority
Principal, hands-on IC with strategic influence