Participate in Business Review meetings: present operations results, gather feedback, and address concerns as the first escalation point.
Use tools and strategies to monitor team performance, analyze unsatisfied cases to identify root causes, develop action plans, and track implementation.
Track resolution speed and remove roadblocks (e.g., skill gaps, unclear processes) to expedite issue resolution.
Analyze business impact and collaborate with stakeholders to proactively engage appropriate resources.
Drive customer satisfaction with Microsoft products and share success stories that demonstrate positive business impact.
Design and execute team readiness strategies, covering technical and non-technical aspects (compliance, service skills, etc.).
Ensure team compliance with Microsoft & Itechwx security and policy standards.
Identify potential risks and implement optimized processes to mitigate them.
Maintain positive relationships within the team and foster high morale.
