Senior Support Escalation Manager

About the role

Microsoft’s MCAPS‑Core team is looking for a Senior Support Escalation Manager to own the reactive support experience for strategic accounts. You will act as the primary escalation and crisis contact, coordinating internal and external stakeholders to resolve high‑impact issues while driving proactive risk assessment and incident response planning.

Key responsibilities

• Own escalation and crisis management for mission‑critical accounts, orchestrating Customer Success Account Managers, engineering, legal, and executive teams.
• Develop, test, and maintain Major Incident Response Plans and run drills to improve account health and prevent recurrence.
• Mentor and lead Support Escalation team members on handling complex cases and incident leadership.
• Communicate status and resolution updates to customers, internal stakeholders, and senior leadership, ensuring security considerations are addressed.
• Drive process improvements, automation, and AI‑enabled tools to shorten resolution times and increase customer satisfaction.

Required profile

• Extensive experience managing high‑impact technical escalations and crisis incidents in a large enterprise environment.
• Strong relationship‑building skills with senior technical and executive leaders of customer organizations.
• Proven ability to operate under ambiguity, high pressure, and tight timelines while maintaining clear communication.

Required skills

• Deep knowledge of incident response frameworks and major incident management (e.g., MIRP).
• Experience with AI‑powered support tools and automation for monitoring and triage.
• Familiarity with Microsoft cloud services and security standards.