Crisis Incident Manager (24x7) — Premier Customer Focus

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

Job summary

Microsoft is seeking a CritSit Manager to coordinate and resolve critical incidents across technologies, ensuring timely, high-quality responses for Premier customers and Partners. The role involves 24x7 coverage, mentoring delivery teams, and executive-level interface across departments.

Flexibility for after-hours work, weekends, and public holidays is required. Ideal candidates have strong crisis management skills, vendor/partner coordination experience, and the ability to drive process

Qualifications

• 5–8 years in a customer-oriented role, with at least 3 years in a technical role
• Proficiency in spoken and written English; additional language considered
• Ability to work non-standard hours, weekends and public holidays
• Bachelor’s Degree with major in Computer Science or Information Technology is desired
• Proficiency in Japanese preferred

Responsibilities

• Address high-priority escalations for critical and high-visibility problems affecting Premier customers and Partners
• Participate in 24x7 coverage schedule for timely response to complex escalations
• Provide mentor assistance to Premier and CSS Delivery on CritSit process
• Interface with Microsoft departments to drive resolution up to executive level
• Lead and participate in projects to improve processes and tools for CritSit management
• Collaborate with customers and internal groups to resolve issues and improve business processes
• Be flexible with work schedules including holidays and some weekends

Skills

Customer service

English communication

Vendor management

Crisis management

Stakeholder collaboration

Education

Bachelor's degree in Computer Science or Information Technology

Job description

Microsoft is seeking a CritSit Manager to coordinate and resolve critical incidents across technologies, ensuring timely, high-quality responses for Premier customers and Partners. The role involves 24x7 coverage, mentoring delivery teams, and executive-level interface across departments.

Flexibility for after-hours work, weekends, and public holidays is required. Ideal candidates have strong crisis management skills, vendor/partner coordination experience, and the ability to drive process