Critical Situation Manager - Korean Speaker (24x7)

Sonata Software; Malaysia; On-site; MYR 90,000 - 150,000; Full time

Job summary

Microsoft is seeking a Support Delivery Manager to join the CMET Execution Team. The role covers 24x7 afterhours support for CritSit incidents, coordinating across services, CSS, and executive levels to ensure timely, high-quality resolutions.

Experience in service delivery, vendor/partner management, and strong communication skills are essential. Flexibility to work outside standard hours, including weekends and holidays, is required.

Qualifications

• Minimum 5-8 years in a customer-facing role.
• 3+ years in a technical context preferred.
• Proficient in written and spoken English; other languages a plus.

Responsibilities

• Manage Premier and Partner Critical Situation incidents.
• Ensure Critsit process compliance and timely resolution.
• Coordinate with multiple departments and executives.
• Provide mentorship on Critsit procedures to CSS and Delivery teams.
• Work flexible hours including weekends and public holidays.

Skills

Customer service

English proficiency

Negotiation

Problem solving

Cross-group collaboration

Education

Bachelor’s Degree in Computer Science or Information Technology

ITIL certification

PMP certification

Tools

ITIL

PMP

Job description

Microsoft is seeking a Support Delivery Manager to join the CMET Execution Team. The role covers 24x7 afterhours support for CritSit incidents, coordinating across services, CSS, and executive levels to ensure timely, high-quality resolutions.

Experience in service delivery, vendor/partner management, and strong communication skills are essential. Flexibility to work outside standard hours, including weekends and holidays, is required.