New 
Incident Manager - CTJ - Top Secret
 Microsoft | |
 United States, Virginia, Reston | |
 Oct 23, 2025 | |
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OverviewThe Support Escalation Manager acts as a primary contact to understand issues and improve the experiences of account-aligned customers with minimal guidance. Proactively contributes to regional, inter-group, or account team unit (ATU) initiatives by proactively providing feedback to the improve customer support experience for a customer or group of customers. Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers or escalate as necessary. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive resolution. Identifies, documents, consolidates, and voices feedback to improve systematic issues and internal processes. Participates and drives relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes. The Microsoft Federal organization was established to address the unique mission, legal/regulatory requirements, and procurement rules and processes of the United States Government (USG). Microsoft Federal is committed to ensuring its resources - including appropriately qualified, experienced, and certified personnel (with necessary security clearances or otherwise) are available as needed to meet USG evolving needs. To that end, Microsoft embraces, as a mission-critical philosophy, flexibility in the recruiting, hiring, and workforce assignment of Microsoft Federal personnel. Microsoft Federal personnel can expect to serve in various roles in the Microsoft Federal organization during the course of their career to meet evolving USG needs, regardless of segment - Civilian, Defense, or Intelligence community. 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. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. 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. 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.
ResponsibilitiesReactive Support* Manage reactive support for Federal customers under Microsoft Support Unified Agreements, driving efficient case progress and rapid resolution.* Conduct regular reviews of internal reactive cases to assess status and health.* Assist with high-risk escalations by gathering and analyzing information to support the customer. Communication and leadership* Build strong relationships to resolve cases efficiently.* Coordinates with Account teams and manages customer support.* Communicates clearly and promptly.* Collaborates to influence decisions.* Flags systemic issues and process gaps.* Recommend process and tool improvements.* Sets clear support expectations and champion Microsoft Support offerings. Proactive Optimization* Provide trend analysis and proactive recommendations.* Accelerate case resolution.* Detect potential issues to enhance customer environments and promote resiliency.* Support by offering proactive guidance. Skills Needed for this Role Include:* Strong customer support skills* Able to work independently and own Customer relationships.* Values teamwork and collaboration, builds effective relationships, and respects diverse perspectives.* Able to adapt communication style to audience, and seeks collaborative efforts* Handles ambiguity confidently and acts with intention to achieve results.* Understands the impact of their behavior and communication on others.* Eager to develop new abilities and develop skills and knowledge. | |