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Position : Global CritSit Manager
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Job Category: Customer Service & Support
Location: Malaysia, Kuala Lumpur
Job ID: 749213 36943
Division: Services & Support
Job Title: Critical Situation Manager / Senior Critical Situation Manager
Job Profile
Group and Job Purpose
The Critical Situation Management Execution Team (CMET) is part of the PSS
Security Management Organization under Customer Support and Service (CSS).
The CMET team owns the overall CritSit Process. The team works across Services,
EPG and Business groups ensuring all the parts are compliant with the process
and ensuring a high quality customer and partner experience when facing a CritSit.
CritSits are business critical situations escalated by Microsoft’s highest
priority Premier customer segment. Premier customers include government, military,
and fortune 500 companies.
The CritSit Manager role is part of the CMET Execution Team and will assist
with managing CritSit situations across all technologies. Their primary focus
is to meet customer needs by effectively managing internal and external resources
and communication across all the parties involved on a CritSit.
The Execution Team provides 24x7, 365 days a year afterhours coverage for Premier
by managing our Enterprise and Partner clients most severe business impact issues,
identifying internal failings and driving positive change.
Given the nature of the business, this position does require flexibility to
work outside of standard business hours, including nights, weekends, and some
holidays.
This role’s purpose is to:
- Address high priority customer’s escalations needs, for critical and
high-visibility problems impacting Microsoft’s strategic Premier customers
(Critical Situations) and Partners.
- Participate in 24x7 Coverage schedule providing timely, reliable and high-quality
response to complex customer escalations.
- Provide mentor assistance to Premier and CSS regarding the CritSit process
when required to ensure successful execution.
- Interface with various departments within the Customer and Partner to drive
resolution, up to the executive level as necessary.
- Interface with various Microsoft groups to drive resolution, up to the executive
level as necessary.
Primary Job Functions
Responsibility/Activity
• Positively impact customer satisfaction by:
Managing Premier Customers’ and Partners’ Critical Situation incidents
to ensure that the CritSit process is being followed and any need of escalation
is addressed.
Delivery of a high quality customer and partner experience through timely and
effective Response to internal and external customer needs; owning active Critical
Situations.
Deliver a high quality customer and partner experience through timely and effective
Resolution of customer’s issues in the quickest way possible.
Expand internal visibility of Premier Customers’ Critical Situations by
managing complex, mission critical, or politically hot Premier customer situations,
including Enterprise Accounts and Partners during afterhours.
Identifying systemic issues and flagging process breakdown during the execution
of the CritSit Process the CritSit System
• Establish / Maintain Relationships
Collaborate effectively with the customer and internal groups to solve customer
issues and improve business processes in the quickest way possible
Provide CritSit reporting to allow businesses to make better decisions
• Projects and Other Assignment
Actively participate on projects initiatives owned by CMET.
Own and drive additional assignments.
Requirements
Minimum 3 years of working experience in a customer oriented job position.
Ability to work non-standard hours and shifts is required.
Passion and interest in enhancing the customer experiences and experience in
direct customer interaction.
Candidate must be customer oriented and have strong negotiation and problem
solving skills.
Excellent interpersonal, written and verbal communication skills; This position
requires the ability to use assertive, positive and effective communications
skills (written and oral) to market thoughts and ideas, work effectively across
multiple management levels up the executive level as necessary.
Exceptional organizational skills to manage effective escalation within different
Microsoft departments.
Candidate must have the ability to effectively influence and lead actions across
the group and organization (cross-group collaboration skills).
Candidate must be action oriented, demonstrate ability to drive issues to resolution
on behalf of the customers.
Candidate should have broad knowledge of Microsoft products, programs, and policies.
Bachelor Degree is required (major in IT is preferred)
Proficiency in English is required. Ability to speak other language(s) is welcomed.
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