• Share, scale and adopt best practices to help deliver improved service and/or operational excellence• Identify corrective action to help drive efficiencies/optimization/standardization across the Order to Cash processes• Triage on complex or unusual scenarios completed in a timely manner with appropriate resolution• Analyze monthly metrics to understand root cause and input scorecard COE for any amber/red for assigned geography• Act as a Subject Matter Expert in the resolution… Show more • Share, scale and adopt best practices to help deliver improved service and/or operational excellence• Identify corrective action to help drive efficiencies/optimization/standardization across the Order to Cash processes• Triage on complex or unusual scenarios completed in a timely manner with appropriate resolution• Analyze monthly metrics to understand root cause and input scorecard COE for any amber/red for assigned geography• Act as a Subject Matter Expert in the resolution of complex and urgent escalations, at EMEA level. Orchestrate the response to ensure timely action and resolution.• Create ongoing coaching and mentoring of ODM colleagues around different processes.• Manage internal processes that benefit key stakeholders and bring insights into Microsoft around what their experience looks like. Challenge the status quo of internal programs by understanding why related policies / processes exist and their advantages or disadvantages. Show less

• Maximize compliant sales by delivering GSO services from deal consultancy to contract closure across the Lead to Order process• Ensure ongoing accuracy of the contract/order/engagement through delivery lifecycle working with relevant area and domain roles on contract amendments & order maintenance to ensure compliant operations• Capability Lead accountable for identifying and improving program, policy and process optimization opportunities both through launch, transact and protect… Show more • Maximize compliant sales by delivering GSO services from deal consultancy to contract closure across the Lead to Order process• Ensure ongoing accuracy of the contract/order/engagement through delivery lifecycle working with relevant area and domain roles on contract amendments & order maintenance to ensure compliant operations• Capability Lead accountable for identifying and improving program, policy and process optimization opportunities both through launch, transact and protect motions.• Monitor & manage key billing and able to provide insights on billing blockers • De-risk Strategic and Complex deals to ensure deals are operationally and compliantly executed through SAP and Braavos• Drive process improvement and seek opportunities to increase agility by identifying future needs to evolve processes, services, and solutions, to address compliance gaps and drive simplification • Continuously drive data driven insights and identify trends to improve process and experience for Area stakeholders Show less

• Handling inbound tickets from internal and external stakeholders by following established processes in the necessary SLA.• Point of contact for suppliers regarding Contingent Staff, external contractors and subcontractors• Communicate and keep permanently contact with Delivery and Consulting teams to complete cases and incidents, prioritizing and resolving them.

• Long-term improvements to vendor invoice approval and payment processes by integrating root cause and delay rationale into operations practices• Subcontractor invoice-to-payment management, aiding the stakeholder community by engaging with action owners to pursue the cleanup and root cause analysis to close outstanding invoicing issues• Ensure accurate invoicing, reduce delays and rejection and supporting queries.

Perform real-time proactive monitoring of servers, database and network devices using monitoring tools: SolarWinds, Vistara IT and Nagios.• Accurately log incidents into Service Now (SNOW), documenting symptoms and perform rating.• Update assigned tasks in a timely manner, escalate as required to management, vendors and clients.• Ensure proper escalation during outages or periods of degraded system performance, problem resolution and customer resolution.• Managing the correct… Show more Perform real-time proactive monitoring of servers, database and network devices using monitoring tools: SolarWinds, Vistara IT and Nagios.• Accurately log incidents into Service Now (SNOW), documenting symptoms and perform rating.• Update assigned tasks in a timely manner, escalate as required to management, vendors and clients.• Ensure proper escalation during outages or periods of degraded system performance, problem resolution and customer resolution.• Managing the correct assignment of High Priority Incidents, acting as a buffer between Users, Service Desk and Client Support Group.• Communicating closely with the Incident Controller, system engineers, developers to resolve alerts, incidents, prioritizing and resolving them.• Create and implement documentation, procedures for alerting and escalation. Show less

• Troubleshoot hardware, software and network related issues• Provide restorative or maintenance actions to resolve end-user issues• Assist with defining and documenting knowledge base articles• Assist with special project work as needed• Escalate problems to the next level of support when necessary

• Establishes, develops and maintain business relationships with current customers• Research sources for developing prospective and/for customers• Expedite the resolution of customer problems and complaints• Develop clear and effective written proposal/quotations for current and prospective customers• Plan and organize personal sales strategy by maximizing the Return on Time Investment for the territory/segment