Description
Microsoft is hiring a Senior Support Escalation Manager (Service Manager) to own escalated customer and partner issues, crisis response, incident recovery, stakeholder communication, and process improvement for strategic accounts. The role coordinates engineering, support, leadership, and external partners; leads complex incidents and technical recovery; manages customer trust and recovery; and applies Microsoft AI tools to improve resolution and operational health. Candidates need a relevant master's or bachelor's degree plus the stated years of experience, Microsoft product experience, cloud certification, incident-management experience, and C-level stakeholder-management proficiency. The role requires Microsoft Cloud background checks and citizenship verification, and offers a U.S. base salary of USD $97,600–$188,400, with higher ranges in the San Francisco Bay area and New York City metropolitan area.
