Mayville, North Dakota, United States
Drive accountability across teams by setting clear expectations and monitoring progress while influencing delivery partner behavior through structured feedback and escalation protocols. Collaborate with Delivery Partner TLs and DMs to ensure timely case assignment and participate in strategic planning activities, including pod mergers and training roadmaps. Ensure production-down cases are handled promptly to avoid escalations, address aged cases to prevent cyclical delays, and monitor queues for unassigned or aging cases. Prioritize survey cases and SEV A/B/C cases to prevent SLA breaches, utilizing tools such as Case Buddy, Unify, PCMS, and Kusto Explorer for case tracking and analysis. Conduct PCMS reviews for case quality tracking, manage AVA requests raised by engineers, and own escalated cases until resolution while maintaining accurate tracking logs. Evaluate and approve Incident Communication Messages (ICMs) with precision, provide elevated support for partner cases—especially when dealing with ISVs or former Microsoft engineers—and engage in scenario-based training and feedback loops to improve partner experience. Share expertise and guide engineers through complex scenarios, conduct mentoring sessions to build technical and operational capabilities, resolve issues spanning multiple products or pods through effective coordination, and ensure thorough and timely case reviews with accurate documentation.
Taught math and science at private academy for troubled teens.