Essential Duties and Responsibilities

1. Major Incident Ownership & RCA Leadership

• Own L3–L4 escalations, drive RCA, define preventive actions.
• Lead incident bridges and ensure clear communication.
• Engage Microsoft Support for complex escalations.

2. Customer Advisory, Workshops & Technology Planning

• Conduct workshops, roadmap discussions and governance alignment sessions.
• Present service reviews and improvement recommendations.
• Represent technical leadership during customer engagements.

3. Vendor/Microsoft Engagement & Governance Alignment

• Coordinate cross-vendor technical resolutions.
• Work with Microsoft principals on solution guidance.
• Ensure compliance with standards, governance and MS best practices.

4. Service Quality, Mentoring & Improvement

• Mentor junior engineers and Specialists and validate ...