Act as global L1 escalation support to coordinate with various global teams within Microsoft IT to drive incident resolution.
Communicate to global customers on status of the incident, ETA, teams working on and the resolution plan.
Be accountable to global customers on ensuring the right traction is enabled and service is restored for the escalated incidents (L1 is responsible to drive lower priority incidents).
Coordinate with various global teams in restoring the service back to normal operations.
Work onsite at Microsoft campus - Hyderabad.
Fluency in English language is MANDATORY to deal with global customers.
High level of communication skills both verbal and written. Coordinate with global teams within Microsoft.
Graduate with at least 3+ years of experience in working for MNC / global service desk with closely defined processes based on ITIL .
Work on rotating shifts to provide 24x7 support.
Work on challenging escalations and be patient / polite in driving the incidents and communicating to global customers.
Require basic exposure of various IT systems including applications, infrastructure, data and network related technologies in corporate world.
Desired to have ITIL foundation certificate.
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