Job Description The Critical Situation Management Escalation Team (CMET) is part of CE&S. In CMET we aspire to earn our customers trust and loyalty by swiftly mitigating the business impact of their most critical support issues. These are Microsofts highest priority Unified customers, including customers from government, military, and Fortune 500 companies. CMET supports escalations for the most critical issues within the entire Microsoft technology ecosystem. Our escalation programs are constantly evolving as we support our customers most complex and business critical applications and solutions. CMET is actively looking to hire a Senior Critical Situation Escalation Manager to join our team. The ideal candidate will be able to assist with managing critical situation (CritSit) escalations across all technologies. The primary focus is to meet customer needs by effectively coordinating internal and external resources, managing communication across all parties involved in a CritSit, identifying and addressing internal failings, and driving positive change. CMET provides 24x7 coverage, 365 days a year. Given the nature of the business, this position does require flexibility to work outside of standard business hours, possibly including off-business hours and weekends, and all holidays. This role is flexible in that you can work up to 100% from home. Microsofts 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: · Address high priority customer escalation needs for critical and high-visibility problems impacting Microsofts strategic Unified customers and Partners. · Participate in 24x7 coverage schedule to provide timely, reliable and high-quality response to complex customer escalations. · Provide mentor assistance to organizations outside of CMET regarding the CritSit process when required to ensure successful execution. · Interface with various groups within Microsoft to drive resolution, up to the executive level, as necessary. Positively impact customer satisfaction by: · Managing Unified Customers and Partners CritSits to ensure the CritSit process is being followed, and any need of escalation is addressed · Delivering a high-quality customer and partner experience through timely and effective response to internal and external customer needs; owning active CritSits · Expanding internal visibility of Unified customers CritSits by managing complex, mission critical, and/or politically charged situations, including Enterprise accounts and Partners · Identifying systemic issues and flagging process breakdowns during the execution of the CritSit process · Stepping up to take on challenges by acting as Crisis Manager in catastrophic impact situations · Pursuing proactive actions to help prevent future issues · Leading projects and work groups to improve process and tools · Establishing and maintaining relationships · Collaborating effectively with the customer and internal groups to solve customer issues and improve business processes in the quickest way possible · Actively participating on project initiatives owned by CMET · Providing CritSit reporting to allow businesses to make better decisions We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .     To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ . Skills and Requirements · 7+ 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 o OR Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience o OR equivalent experience · experience with Customer service background, particularly in dealing with executive-level customers · experience with Microsoft Office Suite · Ability to work non-standard hours, weekends and public holidays is required · Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals) · ITIL and PMP certification is desirable null We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.