indeed
Sr. Manager, Technical Engineering
Ingram Micro
Mississauga, CAN
Full-time
Senior
Hybrid
$145,000 to $158,000
Discovered 1 weeks ago
Microsoft partner ecosystemMicrosoft Unified or Premier SupportPartner Center and CSPMicrosoft severity and escalation managementMicrosoft 365 and Modern WorkAzure
Free
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Microsoft partner ecosystemMicrosoft Unified or Premier SupportPartner Center and CSP
Role Overview
Own the Microsoft support partnership, contract, SLA framework, escalation pathways, and global vendor technical support team.
This is a hybrid role based in the Mississauga office, with three days in the office and two days remotely.
Key Skills for This Role
Microsoft partner ecosystemMicrosoft Unified or Premier SupportPartner Center and CSPMicrosoft severity and escalation managementMicrosoft 365 and Modern WorkAzure
Full Job Posting
Position Summary
Own the Microsoft support partnership, contract, SLA framework, escalation pathways, and global vendor technical support team.
This is a hybrid role based in the Mississauga office, with three days in the office and two days remotely.
Contract and Governance
- Own Microsoft support entitlements, consumption, amendments, renewal readiness, and vendor commitments.
- Partner with Strategic Sourcing, Legal, and Finance on terms, consumption caps, amendments, and cost allocation.
- Define and negotiate SLAs covering response, resolution, MTTR, and escalation performance.
- Run aged-case governance and recurring operational, steering, and quarterly business review meetings.
Escalations and Support
- Design severity, intake, critical-situation, after-hours, and routing processes for Microsoft escalations.
- Act as the senior escalation point for high-impact customer issues across the Microsoft portfolio.
- Lead root-cause analysis and use findings to improve problem management and prevent repeat escalations.
- Coordinate with partners and customers during critical escalations.
Team and Operations
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