Responsibilities:

1. Technical Leadership in Escalations (Customer-Facing)

• Act as a senior technical lead during high severity (P1 / Sev1) customer escalations.
• Join and actively participate in live escalation bridges, providing:
• Technical diagnosis and direction
• Clear explanation of system behavior and failure modes
• Credible technical input to support customer and executive conversations
• Partner closely with Escalation Managers , who own:
• Customer and executive messaging
• Stakeholder alignment while you ensure the technical narrative is accurate, coherent, and defensible
• Help stabilize emotionally charged situations by bringing clarity, structure, and technical confidence to live discussions.
• Lead complex technical investigations across:
• Cloud hosted and hybrid application architectures
• Azure based infrastructure and services
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