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. Key Customer Escalation Management: The ASL is responsible for managing Area executive escalations and restoring confidence with key customers. They participate in Ro…
Responsibilities
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. The ASL also provides consultative support for select customers in the same way that CE&S leadership does through their account sponsorship, including driving systemic improvement in services health for key customers in their Area. 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. Executive presence: The ASL should have a strong executive presence, with confidence, effective communication skills, and the ability to maintain control in challenging situations.
Required Qualifications
Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience o OR Bachelor's Degree in technology, business, or related field AND 8+ years technology industry, customer service, or related experience o OR 11+ years technology industry, customer service, or related experience This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. * M365 Fundamentals). 16+ years technology industry, customer service, or related experience o OR Bachelor's Degree in technology, business, or related field AND 13+ years technology industry, customer service, or related experience o OR Master's Degree in technology, business, or related field AND 10+ years technology industry, customer service, or related experience
Original Posting
This role is sourced from Microsoft. Apply on Microsoft careers page