Principal Support Escalation Manager (Technical Support Lead)

About the role

The Asia Technical Services organization acts as the local incident commander for large-scale events and high-impact outages, drives regional quality requirements, delivers incident management and assesses regional support needs. As a Technical Support Lead (TSL), you will be a trusted advisor to Microsoft's largest and most strategic customers facing complex technical challenges, and an orchestrator who brings together people, processes and technical capabilities to help account teams and Customer Success Account Managers resolve issues and build strategic support programs. The role may require travel to customer sites to meet senior executives and manage crises on site.

Key responsibilities

• Manage highly complex escalated problems across a broad range of technical issues, acting as incident commander and reporting to executives
• Assess business impact, create an action plan and assign owners with clear accountability and deadlines
• Build a dedicated team to expedite resolution of critical situations
• Set up action and communication plans, track progress, handle risk and communicate with internal and external stakeholders
• Conduct post-incident reviews to find root causes and share findings with teams that can improve processes
• Use necessary Microsoft resources to solve critical situations and lead by example

Required profile

• Deep knowledge of Cloud technologies, especially Azure, Identity, M365, CoPilot and Security and Management; specialization in 1-2 of these workloads is preferred
• Solid domain knowledge, strong curiosity and the ability to propose strategic solutions and influence senior decision-makers
• Ability to support multiple high-profile strategic accounts and move from reactive to proactive support
• Experience in fast-paced, high-pressure environments with strategic customers

Required skills

• Master's degree in technology, business or a related field with 6+ years of experience, OR
• Bachelor's degree with 8+ years of experience, OR
• 11+ years of experience, OR equivalent experience