Microsoft Escalation Lead – SLA & Case Triage

Sonata Software; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Sonata Software is seeking a Duty Manager in Kuala Lumpur to oversee escalation queues, assign cases within SLA, and coordinate with internal teams. The role emphasizes proactive monitoring, routing of out-of-scope work, and maintaining up-to-date process alignment.

The ideal candidate will have strong Microsoft product knowledge (M365, Azure), excellent organizational skills, and a customer-focused mindset to ensure timely and effective resolutions.

Qualifications

• Proficient with Microsoft 365 and Azure ecosystems.
• Strong problem-solving and troubleshooting abilities.
• Excellent organizational skills and ability to self-direct work to meet deadlines.
• Empathetic customer advocate with clear communication of reasoning.

Responsibilities

• Monitors team queues for incoming cases.
• Identifies out of scope cases and redirects to the right teams.
• Assigns cases within SLA to team members based on specialization, skills, and availability.
• Reassigns cases and monitors duty management email communications.
• Keeps aware of all process changes relevant to the team’s scope.
• Follows established processes to engage with stakeholders or internal teams.

Skills

Microsoft 365

Azure

Problem solving

Organizational skills

Customer service mindset

Communication of reasoning

Self-directed work

Tools

Active Directory

Networking

Clustering

Operating Systems

Job description

Sonata Software is seeking a Duty Manager in Kuala Lumpur to oversee escalation queues, assign cases within SLA, and coordinate with internal teams. The role emphasizes proactive monitoring, routing of out-of-scope work, and maintaining up-to-date process alignment.

The ideal candidate will have strong Microsoft product knowledge (M365, Azure), excellent organizational skills, and a customer-focused mindset to ensure timely and effective resolutions.