24x7 Critical Incident Manager (Premier Accounts)

Sonata Software; Malaysia; On-site; MYR 120,000 - 180,000; Full time

Job summary

Sonata Software seeks a dedicated Critsit Manager (Japanese Speaker) to lead escalation handling within CMET, ensuring compliant processes and high-quality customer and partner experiences for Microsoft Premier customers.

You will coordinate cross-functional teams, manage afterhours support 24x7, and mentor delivery staff; flexibility to work non-standard hours and weekends is required.

Qualifications

• Minimum 5-8 years in a customer-oriented role.
• Minimum of 3 years in a technical role would be desirable.
• Proficiency in English is required; Mandarin or Japanese preferred.
• Ability to work non-standard hours, weekends, and public holidays.

Responsibilities

• Positively impact customer satisfaction by managing Premier Customers’ and Partners’ Critical Situation incidents and ensuring process adherence.
• Deliver a high-quality customer and partner experience through timely and effective resolutions.
• Lead projects and working groups to improve processes and tools; maintain relationships across Microsoft departments.

Skills

Customer service

Vendor/partner management

Crisis management

Project leadership

Escalation management

Communication

Negotiation

Non-standard hour shifts

Education

Bachelor’s degree in Computer Science or Information Technology

ITIL Certification

PMP Certification

Job description

Sonata Software seeks a dedicated Critsit Manager (Japanese Speaker) to lead escalation handling within CMET, ensuring compliant processes and high-quality customer and partner experiences for Microsoft Premier customers.

You will coordinate cross-functional teams, manage afterhours support 24x7, and mentor delivery staff; flexibility to work non-standard hours and weekends is required.