About this role
About the Role
Join Microsoft’s Customer Experience and Success (CE&S) organization as a Support Escalation Manager for CritSit. You will lead and coordinate the escalation process during critical incidents, ensuring rapid containment, resolution, and clear communication with customers and internal teams. This role is based in Lisbon, Portugal with a hybrid in-office schedule. What You'll Do
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Lead and coordinate critical incident responses (CritSit) for Microsoft products/services, ensuring structured escalation and timely remediation.
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Partner with cross-functional teams (Engineering, Support, Product, Program Management) to drive root- cause analysis and post-incident reviews.
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Manage stakeholder communications, update dashboards, and ensure service-level commitments are met during incidents.
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Mentor junior team members and improve escalation processes and playbooks. What We're Looking For
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Experience in technical support escalation or incident management, preferably in enterprise software.
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Strong communication, collaboration, and stakeholder management skills.
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Ability to work in a hybrid work arrangement with flexibility.
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Technical background with strong problem-solving skills. Nice to Have
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Experience within CE&S or Microsoft enterprise support.
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ITIL or incident management certification.