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Senior Support Escalation Manager

Microsoft· Support Escalation Management
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SingaporeFull-timePosted 2mo ago

About the role

Senior role within the Asia Technical Services/CE&S organization focusing on incident management, escalation handling, collaboration, and process improvement to support large-scale issues and regional customer success initiatives.

Responsibilities

  • Acts as an internal expert to resolve longer running, sensitive, or escalated issues or acts as a primary contact for escalated issues on behalf of less experienced IC levels.
  • Leads inter-regions, cross-regions, cross-group, or account team unit (ATU) initiatives by creating plans and managing relationships with other business units to improve the customer support experience for a group of customers or a specific region/area.
  • Reviews status updates to customers and provides informal guidance to others on communicating with internal stakeholders through various channels of communication for highly sensitive or difficult issues.
  • Leads strategic projects designed to improve resolution times, customer satisfaction, and support experience.
  • Proactively coordinates resources and establishes relationships to drive opportunities within the team and across stakeholder groups in postmortem discussions to remediate future issues.
  • Leverages relationships across teams to remove roadblocks and establishes/develops written protocols to ensure customer issues are resolved.
  • Owns escalated issues and manages account-aligned customer incidents to identify/remove barriers and influence process improvement with a global perspective.
  • Manages customer and field expectations around issue response and resolution, keeping stakeholders informed and driving faster resolution.
  • Identifies strategic relationships with internal teams and partners to resolve complex issues.

Qualifications

  • Master’s Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience
  • OR Bachelor’s Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience
  • OR 9+ years technology industry, customer service, or related experience
  • OR equivalent experience
  • Willingness to participate in a rotational on-call support schedule, including weekend coverage as required by operational needs.
  • Must be eligible to obtain and maintain a minimum Category 2A security clearance; Category 1 highly preferred.
  • Ability to meet Microsoft, customer and/or government security screening requirements (Microsoft Cloud Background Check on hire/transfer and every two years).

Skills

Required:Escalation managementStakeholder management
Nice to have:Project management

Benefits

  • Not specified in description
Last updated Aug 6, 2026. Interested? Apply on the company site.

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