Incident Manager

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

The Critsit Manager role is part of the CMET Execution Team and will assist with managing CritSit situations across all technologies. The primary focus is to meet customer needs by effectively managing internal and external resources and managing communication across all the parties involved in a CritSit. The Execution Team provides 24x7, 365 days a year afterhours coverage, 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 off business hours, some weekends and public holidays.

Role Requirements:

• Address high-priority customer’s escalations needs, for critical and high-visibility problems impacting Microsoft’s strategic Premier customers 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 Delivery regarding the CritSit process when required to ensure successful execution.
• Interface with various departments and groups within Microsoft to drive resolution, up to the executive level as necessary.

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.
• Candidates with Service delivery experience and having experience in managing a vendor/partner team would be preferred
• 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.
• Stepping up to take on challenges by acting as Crisis Manager in catastrophic outage situations. Pursue proactive actions to help prevent future issue. Critsit Manager
• Lead project and working group to improve process and tools.
• Establish / Maintain Relationships
• Collaborate effectively with the customer and internal groups to solve customer issues and improve business processes in the quickest way possible. Actively participate on projects initiatives owned by CMET
• Flexible in terms of work schedules and working days. There will be a requirement to work during public holidays and some weekends as well Requirements:
• Minimum 5-8 years of working experience in a customer-oriented job position of which a minimum of 3 years in technical role would be desirable
• Proficiency in spoken and written English is required plus additional language for which the position is being filled. Candidates with Service delivery experience and having experience in managing a vendor/partner team would be preferred
• Ability to work non-standard hour’s shifts, weekend and public holiday is required.
• Bachelor’s Degree with major in Computer Science or Information Technology is desired.
• Proficiency in Japanese preferred

Preferred Qualification:

• Candidate should have broad knowledge of Microsoft products, programs, and policies.
• ITIL and PMP certification is an added advantage
• 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.